Gaming Support

[DavySins]

Hello, 

I preorder the standard PC Digital edition of Elden Ring in December 2021. After a rocky launch day from Best Buy, I finally received my code at around 4:00 pm launch day and the Steelbook I picked up the next day. There was confusion about the DLC code and most employees/customer service reps I spoke with did not have a clear answer. After waiting several days, I got an email saying my preorder bonus code had been cancelled on February the 28th. I quickly contacted customer support and once again could not receive a clear answer but said it had been "escalated" and was told to wait for an email. I did not hear back for over a week so I called again on March 5th and I finally got an email back today saying that the the Digital Adventure guide and the preorder DLC gesture should be accessible once I redeemed my product key. Obviously I had already done that since launch day, so that was clearly not going to work. 

Basically I either got an incorrect, non-preorder key or something else is going on and there is a separate key for the DLC code that I have not received. I have literally called/messaged with customer support dozens of times and been in person to my local Best Buy multiple times since this rocky launch and still there is no clear answer. I saw many people had this same issue and I thought I might try my luck here. I would appreciate it if someone could look into this for me to the end and literally get me the code or ensure that it works because the rest of my attempts with customer support have quickly just tossed me aside and not cared to even see if what they were told by "higher-ups" made any sense or worked.

Thank you.

[Kayden-BBY Social Media Specialist]

Hey there, DavySins,

Thank you so much for joining us here on our community forums. I can understand the frustration with not getting that code. I would love to be an assistance.

Firstly, I would want to take a look at the transaction. To do so, kindly private message me your:

full name

phone number

email address

order number

Thank you,

[yyrgx]

I also have the same issue, super ridiculous... Not only did we get our keys a whole day late, but the preorder bonuses are almost 2 weeks late now? I currently have an open PM with someone from the support, but we'll see how much longer this actually takes. Definitely never preordering from BBY ever again.

[bobberuchi]

 If you have the PC version look in the directory where the game installed to and you will find it there 

[DavySins]

Are you referring to in the Steam Library right clicking Elden Ring > Properties > DLC? Because like I said, that is common sense, and it is not there. The key I was given is a non-preorder key or something else is off. I saw you post this on other people's posts of issues with this game and just because you or others got the right code doesn't mean that some of us diddn't.

[DavySins]

Just to clarify my above post: I know some people have the DLC tab under properties. I do not though.

[DavySins]

Update:

I just received my preorder DLC codes in an email that explained: "We had technical issues delivering your Elden Ring pre-order bonus on Feb. 25, but it’s ready now. We’re sorry for the delay." After being told many times that the code was coming and that I was wrong and it was already in my library under properties and this and that. It was 2 separate codes, one for the gesture and one for the Adventure guide. I have confirmed that both are working, so I am very pleased with that. I want to sincerely thank whoever actually took the time to go in there and see that I was never sent my codes which only happened after I came here and pm'ed. 

I apologize if it seems like I am frustrated but that is because I really have been with this experience. Most friends consider me a very patient person, but this is prettry much the only game I have been this excited for ever. The fact that I had a preorder in 2-3 months in advance and I still got my main product key almost 24 hours after the game went live on Steam and my DLC keys (which I honestly thought you all were never gonna give me) after 10 days is ridiculously unacceptable. I have always supported my local Best Buy and I had never had a problem until I placed this preorder all for the silly exclusive Steel Book case you all had. I will never preorder anything digitally from Best Buy again and I will advise others likewise. I have left a 1 star review which does recomend the game since it is a 10/10 but the experience is legimitaly 1 star. I am sure it will be deleted though just like over 50+ 1 star reviews have been since launch. 

I am sure this will be buried deep so no one can read of my disastrous experience. If anyone does read this, and you actually did check to make sure you are not overlooking anything on your end, then do not listen to those people saying you already have the key or you made the mistake. Good luck.

Sincerely,

David

[bobberuchi]

No it was on my SSD in my steam folder where I install games.

[DavySins]

Yes mine is there now as well. It also shows up under the game properties in the Steam Library. But that is all after I finally got the codes which I was never given in the first place and everyone assumed I had and was just overlooking something.

[Tiburon80]

Hello, I preorder Elden Ring physically and picked it up at my local Best Buy. I never received my digital preorder bonuses. Any help on this is appreciated.