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Victorian era, fantasy action role-playing from the lead gameplay designer of TITAN QUEST!
Victorian era, fantasy action role-playing from the lead gameplay designer of TITAN QUEST!
Victorian era, fantasy action role-playing from the lead gameplay designer of TITAN QUEST!
12,457 backers pledged $537,515 to help bring this project to life.

GOG game keys and DLC codes - The saga continues...

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Ugh… so key distribution for the DRM-Free release and DLC has proven to be an epic fail. I’m still not even quite sure what happened. I’ve been slow to release updates on this because I myself have been waiting for answers. Waiting and hoping to hear when and how things were going to come together with our partners who were handling this. Before I try to explain things, for those who want an explanation, let me first apologize profusely for the delay and provide the relevant information.

DRM-Free release:
  • DRM-Free build will be available through GOG.
  • You can get a GOG key from Humble using your backer email.
  • Anyone who backed through KS or on our website has the choice of either a Steam or GOG key.
  • Even if you already activated a Steam key, you can still trade it in for a GOG key but your steam key will be deactivated.
  • If your reward tier only entitles you to 1 copy of the game, then you only get 1 key / copy and have to choose whether you want Steam or GOG. 

To request a GOG key, simply contact Humble and provide your backer email. 

You can contact Humble with the following form

https://support.humblebundle.com/hc/en-us/requests/new

Select “product” and fill in the subject as “Grim Dawn GOG key.” Simply say that you’re a backer and would like a GOG key. Note that the form will say “5 day response time” but Humble has agreed to expedite GOG key requests for Grim Dawn, so you should hear back much sooner.  You can also email: contact@humblebundle.com instead of using the form

We’ve chosen to use GOG for the DRM-Free copy because many backers have requested the game on GOG and GOG contacted us saying they wanted Grim Dawn on their store. So, it seemed like a win / win. It allows anyone who just wants a stand-alone copy of the game to download it from their website and never go back. It also allows those who do want it, to get automatic updates and connect to multiplayer match-making via GOG Galaxy. 

In-Game Items: 

Humble is still trying to figure out how to get the DLC codes out for in-game items to the right backer tiers. I’m supposed to have a Skype call with them tomorrow. If I can’t get it sorted out then, I’m going to explore more drastic solutions. Somehow I want to get this done before the end of the week. I think there is a good chance that can happen but I can’t guarantee it. 

WTF Happened?! Why has this taken so long? 

Stay a while and listen; to the long, convoluted tale of woe… 

In the months leading up to release, we’d planned to use GOG for the DRM-Free release and Humble to distribute all the keys. Up until the week of release, I was still going back and forth with GOG to iron out the terms of the contract – its more complicated but the details aren’t really relevant at this point. Suffice to say, it took way longer than expected. 

We had fortunately already been working on creating the GOG build and integrating their features. Once the deal was signed, we sent them the build for testing but a few things came up that we needed to fix / they still wanted us to integrate. A lot of it revolved around them figuring out how to set up the DLC codes the way we needed them, so that it mirrored the setup on Steam. 

We had set a date for release but minor issues kept arising, we’d fix them, then they would need to retest. The release got moved to Friday the 18th but more little issues kept coming up and it basically went to the last minute. I didn’t think it was actually going to release on Friday until I woke up to an email from GOG saying they had managed to push it out. I actually have 78 emails in my inbox from the last three weeks, just on resolving feature implementation, DLC code and release issues with GOG. 

Meanwhile, the same day Grim Dawn released on GOG, I found out the key distribution on Humble had been delayed, yet again. Weeks before release, I’d talked to Humble about distributing the GOG keys and DLC codes for in-game rewards to backers and was told it should be no problem. They just needed some info on which tiers should get which rewards. After getting it all set up with Steam and eventually GOG, I provided a spreadsheet showing which tiers got what codes. 

There was a lot of confusion initially and attempts to simplify things – spread sheets went back and forth, finally a plan started to come together. I was initially told it should be ready to go about a week before the original GOG launch date. Everything was coming together for a delayed but otherwise smooth launch. 

Then it hit a snag, there were more questions, it was going to take a little longer but would still be ready well ahead of the GOG launch date, which got pushed back. I scheduled for the keys to be distributed by Humble on Thursday afternoon, the day before the GOG launch. Things were back on track. 

Oh wait… Wednesday night I see a post on the forum by someone saying they’d gotten their DLC code but it didn’t work. I was confused because they weren’t supposed to have gone out until the next day, I hadn’t written an update about it or anything and so I went to check it out. The DLC codes were indeed live but it was all sorts of messed up. For one thing, it gave people the option to select “German or German” instead of Steam or GOG DLC codes. So, I did the only logical thing, I had a heart attack, shit my pants and then sent a crazed email to my contact at Humble. They had a heart attack, shit their pants and scrambled to take it all down, since it was set live by accident. Along with the mixed up option text, some tiers weren’t getting the right keys, it turned out some of the data was possibly organized the wrong way, etc. 

The guy working on it felt like he knew what needed to be done though and assured me it would all be sorted out the next day. The following day I find out the guy I’d been working with the whole time to set this up had taken ill and needed to be brought to the ER (probably driven nearly insane by this whole process). Someone new was taking over and would try to get up to speed as quickly as possible. I was till told the following though: 

“Sending GoG base game keys out first should be feasible, but the earliest I think we could probably get that coordinated while getting our heads wrapped around the Pre-KS situation would be tomorrow afternoon (3/18)” 

Unfortunately, things didn’t really get sorted out. I’d spent a couple weeks emailing back and forth with the previous contact to reach an understanding on what needed to be done and sort out all the logistical details. Now someone new was trying to play catch up and running into the same sort of confusion. 

I asked if we could at least get the GOG keys out, since all tiers get the same game-key. For some reason, they decided they couldn’t update people’s pages with the option, so it has to be done via email / form request, as per the instructions above. At this point I don’t know if the previous person’s plan wasn’t working out or if the new person still isn’t up to speed on what needs to be done but, either way, keys weren’t sent out. 

We’re going to skype tomorrow to try to figure it all out. I’m so sorry things went down like this, I thought we had a reasonable plan in place and with each set back, it kept looking like it was going to be resolved in just another day or two but it continues to drag on. I have to say though, while things haven't gone smoothly, Humble has gone above and beyond, in terms of the amount of time and effort they've put into this for not much gain on their part. I feel like I need to buy them all a tri-beer or something once this is over. At least, while non-optimal, people can get their GOG keys. 

I’m desperately hoping to the DLC codes will go out this week as well, the nightmare can end and I can get back to making games again, since distributing them is apparently not my strong suit. Although, I do think we can do a much better job in the future, now that we’ve experienced all the logistics involved and are more aware of the options and considerations. 

 Also, since it keeps coming up: What is the long original key I got emailed? 

I’m talking about the long 32 digit keys like this: XXXX-XXXX-XXXX-XXXX-XXXX-XXXX-XXXX-XXXX 

The short answer is that they’re obsolete now. Way back in the day, long before our Kickstarter campaign, we didn’t really know how we were going to deliver the game but for some people, people wanted game-keys. Some people even emailed us / ranted on the forum saying we’d stolen their money because they didn’t get a key or anything after backing the game on our website… We hadn’t heard of GOG, we hadn’t thought about Steam but we figured we’d probably need a key of some sort and people wanted them as a proof they’d bought something, so we generated some. As time went on, plans changed, we found out more about GOG and decided it was the best option and you know the rest of the that story. So, disregard these keys, they are neither Steam nor GOG keys.

A lot of you have been very patient through this trying process and I really appreciate that. Those that haven't been patient, I totally understand why you're angry and I apologize. Hopefully we can get the rest of this sorted out soon and move on to more positive developments - like modding tools, survival mode and the expansions!

-Arthur

Taysiir Fatally, DoogiePhresh, and 47 more people like this update.

Comments

    1. Missing avatar

      AstralWanderer on March 27, 2016

      Received my GOG key also and managed to get Grim Dawn working - framerates aren't great though (30 fps with triple buffering enabled). Surprised to see no manual included - the alphabetical Help index isn't really a substitute for a game of this complexity.

    2. Missing avatar

      Glenn Usher on March 25, 2016

      Humble was quick in changing one of my steam keys for GOG (which I prefer since I walked away from Steam).
      Now I have to wait for the other backer rewards to be worked out, but it's nice to be playing Grim Dawn again. Thanks.

    3. Jeremie Lariviere
      Superbacker
      on March 25, 2016

      humble bundle worked great to switch it to GOG, thanks!

    4. deoren on March 24, 2016

      Just got my GOG key. Looking forward to firing up the game and taking it for a spin! :)

    5. Missing avatar

      NRZ on March 24, 2016

      @AstralWanderer: Thanks! It's not in my spam folder, and I'm pretty sure I've put in the right e-mail address (I've double checked before submitting) so I think I'll try direct e-mail contact instead.

    6. Missing avatar

      AstralWanderer on March 24, 2016

      @NRZ: I've received two acknowledgements (from contact (at) humblebundle.com) - the first starting "Thank you for your submission! Your case number is #XXXXXX. We have dispatched our elite band of Support Ninjas to assist you with your issue..." and the second "Hey XXX, We have received your email for help (case #XXXXXX) and are currently assigning it to one of our roaming support Ninja..." 2 days ago (no key yet though).

      If you've not received anything, try checking spam/bulk inboxes if you have any. Otherwise you might have supplied a wrong email address in which case it may be worth resubmitting.

    7. Missing avatar

      NRZ on March 24, 2016

      To anyone who contacted Humble through the provided link, did you get some kind of confirmation that your request had been noted? I've submitted the details but never heard back for 2 days now.

    8. Jalister on March 23, 2016

      If you have a Steam key but want a GOG key instead, contact Humble Bundle support on https://support.humblebundle.com/hc/en-us/requests/new. They asked me to verify some transaction IDs to verify I was the account owner. Then they revoked the Steam key and gave me a GOG key. It took a couple of days because they are back logged, but it was painless. I now have my GOG downloaded version.

    9. Missing avatar

      Dylan Bruzenak on March 23, 2016

      Deep breaths guys. You're near the finish line. Releasing is always a pain but you'll get through it. Thanks for the clear explanations as to what's up!

    10. Missing avatar

      AstralWanderer on March 23, 2016

      @Michele: "As previously stated, they have not not delivered..."

      They haven't delivered *yet* but I would have to agree with others here about GOG Galaxy - you only need it for online multiplayer, not for LAN and that matches the feature description on the campaign page:

      "* Join up with friends in coop-multiplayer through online match-making or play over LAN and experience the full game together."

      Being able to set up online multiplayer without third-party software would be beneficial, since then anyone could set up their own server. The demise of Gamespy should provide a good example of the risks in relying on a third party (Galaxy, Steam or anything else) but the use of such software has been made clear.

      Managed to get a request posted through to Humble (using a different browser) but had no response other than an automated acknowledgement. Guess their "support ninjas" are suffering the "death of a thousand emails"? ;)

    11. Missing avatar

      Michele on March 23, 2016

      @LastGunman
      In this case Galaxy is DRM as it prevent me from using the game (or part of it) if I choose not to use it. Galaxy should be optional and not forced to the customers.
      I believe they should provide a drm-free version with their own client like Path of Exile did instead of using a beta software still in developement and lacking many features that could make the game unplayable someday.

      As previously stated, they have not not delivered: "Download the full game upon release, direct from us, DRM free or also via Steam and other distribution sites. "

    12. Ole Eitels on March 23, 2016

      Got my gog key, and the game is downloading as i am writing this. ;)
      Now i only need to get the extra virtual items that is part of my backer reward, and i'm all good.
      I'm not sure how the dlc bonus items will be delivered, though.
      Really looking forward to playing the game !

    13. Martial M.
      Superbacker
      on March 22, 2016

      I am a little confused: 1) was the DLC going to be made available to all backers ? 2) if I have redeemed on steam, do I still need to do anything ?

    14. deoren on March 22, 2016

      As others have said, it is not clear whether you HAVE to contact Humble Support in order to receive a GOG key. Like others have implied, I'd rather wait and let Humble sort it out for everyone instead of piling on their support group now for a key. If getting it fixed across the board is no longer a goal, then I would like to know so I can go ahead and submit a ticket and get it into the queue.

    15. Missing avatar

      Nubcakes on March 22, 2016

      Contacted humble bundle through the link provided and after 3 exchanges over the course of 2 hours I got my GOG key which worked and I now have my GOG copy of Grim Dawn.

      Thank you and I look forward to see the progress of Grim Dawn from the Alpha stages(played alpha, not beta).

    16. Missing avatar

      LastGunman on March 22, 2016

      Galaxy isn`t DRM, it`s a client. I think it's hard to play a online multiplayer game offline. It has nothing to do with DRM.

      guess what: I play the game on steam and if i like it, i'll buy a GOG version just for the support of Crate.

      I have seen many failed kickstarters and false promises and I'm more than happy Crate delivered. Anyone who complains about GOG should ask backers of Unsung Story: Tales of the Guardians how their campaign went.

    17. Missing avatar

      Michele on March 22, 2016

      Download the full game upon release, direct from us, DRM free or also via Steam and other distribution sites.
      That's what was stated.

    18. Missing avatar

      Michele on March 22, 2016

      There's an issue here. GOG version is not drm-free as it require Galaxy to access multiplayer. That was never stated before as most believed you'll have your own client on release.

    19. Missing avatar

      Marc Pannenberg on March 22, 2016

      Damn. As much as it was painful to players, I can only imagine the stress you guys went through. I had an issue with both my keys (from kickstarter) already showing as redeemed to my account. Humble sorted it out. Took a couple of weeks until they got to my ticket, but then it was done in a couple of hours with a few very responsive emails from their support.
      Good luck getting through this and thanks for making a great game!

    20. Missing avatar

      Sleet
      Superbacker
      on March 22, 2016

      Eesh, what a headache! I really appreciate the update and all the hassle you guys had to go through to get this stuff taken care of!

      And somehow I'd forgotten all about the DLC! I had just started a new game, but now I think I'll wait a few days and do it with all my shinies.

    21. Craig on March 22, 2016

      Love the game, feel bad for those who didn't go with Steam =[

    22. Danny Kiregbaum Laursen on March 22, 2016

      How does you get Steam key?

    23. Missing avatar

      Tealus on March 22, 2016

      No worries, as long as the expansion is still coming....

    24. Ulfbaen Frostwold on March 22, 2016

      Love the game and you guys are doing great!

    25. Missing avatar

      AstralWanderer on March 22, 2016

      Nice to have a definitive update on this - kind of a pity that those who wanted a DRM-free release had to wait so long for this information (and we're talking 2½ years late here - the original delivery estimate was Oct 2013). I'm in agreement with Vifarc on this and having posts on Crate's forums (which block access to Tor users so I only get a 403 Forbidden error when following a link - thanks guys) without even the basic courtesy of a copy/paste update here does little to improve matters.

      However the Humble contact form *does not work* for me - whatever I put in the first field "What can we help you with?", the second does not appear and I cannot proceed further. So please don't expect this to be a solution for every backer.

      In order to avoid complete negativity, I'd like to highlight other projects with fewer resources that have handled this issue better:

      Balrum http://www.kickstarter.com/projects/balconyteam/balrum
      *direct download of latest build from website using encrypted zip, password supplied via KS PM*
      Arakion http://www.kickstarter.com/projects/lavidimus/chris-taylors-arakion
      *alpha build made available via GoogleDrive*
      Dreamfall Chapters http://www.kickstarter.com/projects/redthread/dreamfall-chapters-the-longest-journey
      *partial releases on GOG, HumbleStore and Steam*
      Legends of Eisenwald http://www.kickstarter.com/projects/1684781151/legends-of-eisenwald
      *beta builds from website as well as Steam*
      Void Destroyer http://www.kickstarter.com/projects/1718477862/void-destroyer
      *beta builds by direct download, full release on HumbleStore*
      Xenonauts http://www.kickstarter.com/projects/69341191/xenonauts
      *beta releases via Desura initially, then HumbleStore*

      Now in these cases, we're talking about "milestone" releases rather than up-to-the-minute-hot-off-the-compiler ones, but for backers that don't want the security, privacy and longevity issues involved with Valve/Steam's DRM, that should suffice in almost all cases.

      Crate isn't the first (nor necessarily the worst) in handling this, but this is one key reason why I have stopped backing computer game Kickstarters - the number of creators who see KS as a stepping stone to Steam Greenlight and then wave goodbye to non-Steam backers.

      Finally GOG support (in response to a ticket I raised) reports that your build didn't work on WinXP (which is why their gamecard lists Vista+ in system requirements, in contrast to Crate's FAQ). Are you aware of this, and if so will there be a fix for WinXP users?

    26. MentatYP
      Superbacker
      on March 22, 2016

      Don't worry about it. Glad you're on top of it and looking forward to more info once things are sorted out.

    27. Missing avatar

      Henri Clinch on March 22, 2016

      Wow, thanks for shedding light on a lot of the back end process. Sorry to hear there have been so many difficulties.
      Personally I am really enjoying lan co-op, this has been one of the few kickstarter games I've backed that has wildly exceeded my expectations.

    28. Missing avatar

      Simon on March 22, 2016

      I re-read more carefully, and I see I missed :
      "For some reason, they decided they couldn’t update people’s pages with the option, so it has to be done via email / form request, as per the instructions above."

      Is it definitive or temporary ? If it is definitive, you should make it clearer in the introduction that it is the only way to get a gog key.

    29. Missing avatar

      Simon on March 22, 2016

      Thanks for all your feedback on this issue, here and on the forums.

      Could you just clarify one point :
      Do we HAVE to contact support for the gog key ? Or will it be available later on the humble redeem page ?

    30. Alex Griffin on March 22, 2016

      So how does the DLC situation look for the Steam version?

    31. Missing avatar

      Nubcakes on March 22, 2016

      Well you guys are not like 5 months off the release date so I think you've handled it well enough. Hopefully there are no snags when we contact humble!

      Cheers

    32. Jarrah on March 22, 2016

      Can you turn that story into a DLC bonus dungeon?

    33. myblade on March 22, 2016

      Don't bother. There always will be some people not satisfied with anything.

    34. Missing avatar

      Vifarc ERISS on March 22, 2016

      "Those that haven't been patient, I totally understand why you're angry and I apologize."
      What? We have been patient! For so many years we could not test the game. It's not about patience, it's about respect: release the game for all and don't troll us.

    35. Missing avatar

      Waelen on March 22, 2016

      Hmm, only getting Steam OR GOG key is unfortunate, but understandable. I was thinking about keeping the game on Steam and just buying it on GOG again since I like you guys so much (both Crate and GOG), but then I was kind of hoping to keep my backer bonuses on GOG version as well.
      Any chance this is going to be possible, now that the old DRM-free keys are obsolete?

    36. Stewart "Zoot" Wymer
      Superbacker
      on March 22, 2016

      No worries, thanks for telling us this, as other comments say, thank you for your transparency. I think it's a golden rule of Kickstarter that as long as you're open with your backers and don't neglect them on updates, any amount of delays can be dealt with. KS vets go "ehhh, these things are never on time and they're often delayed by unforeseen circumstances". You kinda consider it par for the course, and I'm really enjoying the game and its previous iterations.

    37. Missing avatar

      Nathan Young on March 22, 2016

      Arthur, loves this mate. Chin up and all that! I've backed a few campaigns (from robot lamps, to software to a belt to hold my pants up). They've ALL had some form of delays. Yet, never, ever, has someone been so transparent and open as you've continually been. Us backers can put up with a lot when we get info to calm the savage beast - nothing is easy! Yes, it helps that I've been playing on Steam since the start of Early Access, so to be honest, little of this actually affects me, but still, one day I'll get my shiny box etc and when it comes, all the better. But until then, thanks for being open, thanks for keeping us in the loop, and good luck sorting it all out. Don't stress about us - we've come this far, and as someone who backed you before you even did the KS thing, the journey has been worth it - indie games of this quality are rare - it's nice to be part of it - even if just by giving you some cash!

    38. Missing avatar

      David D. on March 22, 2016

      Your transparency on this issue is extremely good; I only wish all Kickstarter game developers were so forthcoming. Hopefully this will all be worked out soon, and as painlessly as possible. I'm looking forward to more awesome games from you in the future!

    39. Stephen Staver on March 22, 2016

      If you're already using Humble for key distribution... Why not also just let them handle DRM-free options too? I mean, that's like one of the big things Humble is known for, to begin with.

    40. garkham on March 22, 2016

      Thanks Crate. What a pity I re-dive into Oblivion and Dark Souls last week. Hope I will have time to play this very promising Grim Dawn after your wonderful Titan Quest !

    41. Missing avatar

      Will on March 22, 2016

      I feel a little bad for laughing at some of this, but the whole saga is a bit of a tragi-comedy. Sorry you had to go through it all. :)

    42. Malfet on March 22, 2016

      Hey, Arthur.
      No biggie for me, hope you'll get this sorted while still being sane enough to make an epic expansion!

      Cheers :)

    43. Missing avatar

      Taysiir Fatally on March 22, 2016

      Shit happens :( You guys/gals made an amazing game; hope this get sorted out in a timely manner. I doubt any backer would have hurt feelings when they get their mittens on one of the best arpgs in a very long time.

    44. Jalister on March 22, 2016

      Painless. Phone keyboards are too small

    45. DoogiePhresh on March 22, 2016

      Wow crate ent. great moves keep it up I'm proud of you! <3

    46. Jalister on March 22, 2016

      It took a couple days because Humble support is busy, it was the weekend and support wanted to verify it was my account, but it was paonless. I got my key switched to a gog key.

      Thanks for sticking with it. I know we'll get the DLC keys.