Support @ Uberent

FYI: Support is experiencing a higher than normal volume of requests. We will continue to answer requests in the order they're received, but it may take longer to receive a response.

I apologize for the delay. Thank you for your patience.

I'd like to nominate Michelle for understatement of the century

I purchased Titans earlier today, but it doesn't download.... How do I get it to download? Note I didn't purchase it from Steam, did that directly with Uber Entertainment. How do I get it to download?

ORDER ID
E7E0A1775F138F15

Try hitting [VERIFY] in the UberLauncher a few times. If that doesn't work, check Settings -> Gameplay -> Active product. Is it set to Titans?

Thanks, it now came up with Titan is active.

Hello there,
how big is your backlog roughly? I sent a mail to the support team regarding titans yesterday and there was no reaction yet. Not that I need an answer ASAP and a week ago at best, I'd just like to know when I should start to worry if you really got my mail or it got lost in the web. So an info like "Hey, at the moment it takes us roughly 3/5/20 days to get to the new mails" would be appreciated, and I'm quite sure not only by me

I hope you still can enjoy your post-release-weekend!

Something might have gone wrong with the kickstarter database? (therefore they have a huge support load?) I´m a kickstarter backer and been playing since Alpha, but sadly didn´t get Titans...only the email telling me it was free for me.

If you use the UberLauncher, then press [VERIFY] a couple of time. It ought to load.

Thanks i´ll keep trying, might be something to do with being in the far south of Chile, our internets can be strange

Ha. Oh and I forgot: Also check Settings -> Gameplay. If you have the Titans expansion, you should be able to select between Classic and Titans there.

Been ONE week now and I still haven't heard from support...

That's just.. well... I can't even find words for it.

Support is just 1 person.

Well, if it's going to take weeks until we get a reply they should at least post an updated official statement here...

That's a good idea @mkrater ?

been a week for me too, I can wait, I just want to make sure my email didn't get lost in the pile, so to speak.

I thought this post would be the official statement to let everyone know it's going to take longer than normal.
We are working as quickly as possible, but it's difficult to forecast how long it will take to receive a reply.

We just finished answering support emails sent on Launch day (08/18/15) and are now working on tickets from 08/19/15.
Based on how long it took to get through the first day of tickets, it may be a few weeks to get to the rest. I do apologize for the delay and we are looking for additional support reps who can help us with the backlog so we can get through them quicker.

Thanks for the update!

crossing my fingers for next week...

I moved house around the time Titans launched, hope my message gets through soon, don't want my Kickstarter goodies going to a house someone else lives in now :/

You can't edit it here?: https://store.uberent.com/Account/MyAccount

Nope, we had to turn off the editing feature because we needed to collect the info and forward it to PMC Fulfillment, a third-party vendor handling the packing and shipping of the rewards.