Known Issue Purchase error/missing content/lost vRP? Report here!

Discussion in 'Community Support' started by CaptainCoffee, Jul 21, 2023.

  1. sven_christian

    sven_christian New Member

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    Nov 16, 2020
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    Hello
    Thank you for the help.Everything works great.The routes and the cars are once again
    very well done.
    I wish you and your team a
    Merry Christmas and a Happy New Year.
     
    • Like Like x 2
  2. SimRacingDad

    SimRacingDad New Member

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    Feb 24, 2018
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    Hi J-F

    Great! Thank you.
     
    Last edited: Dec 22, 2024
  3. svalexei

    svalexei New Member

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    Dec 21, 2024
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    Hello, I made in-game purchases on November 25, 26 and 27.
    The game currently has the tracks and cars I bought, but the most important thing is missing - DTM 24.
    At the time of purchase, access to all content was open and then I was unable to check my purchases.
    My profile AlexeiVS
    With respect,, Alexey
     

    Attached Files:

  4. J-F Chardon

    J-F Chardon KW Studios Developer

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    I cannot see a trace of the purchase of DTM 2024 pack on your account. It seems it got cancelled and wasnt spent? Think there is a good chance the money is on your steam wallet.
     
  5. svalexei

    svalexei New Member

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    Hello. The in-game purchase is $12.66 just for the DTM 24 with a discount. In the attached table, all write-offs are reflected and now I have 173.16 rubles For the purchase of DTM24, I specifically deposited 2,000 rubles.
    I received confirmations for all incoming and outgoing transactions by email.
    Right now, the DTM24 costs me 19.49 (1,999 rubles). There was a big discount.
     

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    Last edited: Dec 24, 2024
  6. Maskerader

    Maskerader Well-Known Member

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    As far as I know there were no temporary discounts for DTM24 since its release. Can you check in your Raceroom account > wallet > "Show transaction history", what does it show for November 25th?
     
  7. svalexei

    svalexei New Member

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    Dec 21, 2024
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    Hello. I am attaching screenshots of all purchases and two purchases on 25.12, as well as videos with emails in Outlook. I am receiving your responses by mail and I could forward the Steam emails to you.
    The video didn't load
    Link to the video:
    It looks like I have an American Truck Pack instead of a DM 24. Well, the question is closed, thank you.
     

    Attached Files:

    • Like Like x 1
    Last edited: Dec 25, 2024
  8. svalexei

    svalexei New Member

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    • Like Like x 1
  9. Sly

    Sly New Member

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    Dec 30, 2024
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    Hi
    I bought the starter pack but didn't get is.
    /users/karinsil/
     
  10. Stokes Mortar

    Stokes Mortar New Member

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    Jan 3, 2025
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    Hello,
    I purchased and installed via steam and all the content is associated to /users/StokesMortar
    however when I installed the game it did not allow me to select that username and it auto generated /users/StokesMortar_0
    Is there a way to transfer the content or allow me to log in with my Steam name so I can play with my purchased content?
    Thanks
     
  11. Nuck Chorris

    Nuck Chorris New Member

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    Nov 5, 2024
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  12. majuh

    majuh Well-Known Member

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    @J-F Chardon should be able to help you.
     
  13. Stokes Mortar

    Stokes Mortar New Member

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    I appreciate your help with forwarding this to someone that can assist
     
  14. Nuck Chorris

    Nuck Chorris New Member

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    Nov 5, 2024
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    +2 / 0 / -0
    Sad part is that I didn't get any help here, and so bought the skins a second time, only to go in game after purchasing and again it gave me some but not all of what I purchased. Not buying the same thing a third time. :( Be careful people, you can lose your money here pretty easily in the web store and there is no support anymore from Germany
     
    • Disagree Disagree x 3
  15. simbro

    simbro New Member

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    May 2, 2020
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    It is sometimes amazing how people expect an instant response over the weekend obviously not realizing that there is not necessarily a 24/7 response from some software developers…. and then complain about lack of support!
    The support from this developer is very good but not instantaneous. If a forum member can be of help then they tend to reply fairly rapidly otherwise it is best to wait for an official (dev) member to reply…
     
    • Disagree Disagree x 1
  16. FeltHλt

    FeltHλt Moderator Beta tester

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    Nov 17, 2016
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    Keep in mind that in many countries theres a holiday today, germany included
     
  17. fischhaltefolie

    fischhaltefolie Well-Known Member

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    I can't remember any report that wasn't taken into account.
     
    • Disagree Disagree x 1
  18. Nuck Chorris

    Nuck Chorris New Member

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    W
    What about the people before me then? Waiting 2 weeks with no response?..Coming here in a public place to have to chat in a forum in front of devils advocates with nothing better to do is not ideal is it. Buts it's better than reporting the transaction on steam and our banks and yanking the money back from KW for not providing the goods we paid for. Totally was willing to let them keep the money if they fixed it. Not sure if the other guy before me has or not.
     
  19. Maskerader

    Maskerader Well-Known Member

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    The support could definitely see some improvements, but saying that it's easy to lose money and even more, that there is no support, is not true. It's just that sometimes thing don't go as they should. Stuff happens, yeah, but support still exists.
     
  20. J-F Chardon

    J-F Chardon KW Studios Developer

    Joined:
    Jan 15, 2015
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    +5,048 / 0 / -0
    Hello,

    It should be good now - I've transferred purchases, email and username.
     
    • Wonderful Wonderful x 1