There's been a lot of questions about Steam keys, how to request them, and how long it's supposed to take to process those requests. I'll do my best to answer as many of these questions as possible.
What's this about Steam Keys?
If you've purchased one of our games through the Beamdog website, you can request a Steam key to activate that game on Steam. Our Support team has been asked to give priority to those who purchased the Collector's Edition, since the Collectors' Edition is advertised as including a Steam key with the purchase.
How can I request a Steam Key?
If you purchased the Collector's Edition, send an email to email@example.com with a subject line of "Collector's Edition: Steam Key" - that will help our support staff find your request quickly and get it processed.
If you did not purchase the Collector's Edition but are looking to activate your purchase on Steam, send a similar email to firstname.lastname@example.org with a subject line of "Steam Key Request".
In either case, be sure to include your Beamdog.com account's email address in the body of your email, so that our team can quickly look up your account to verify the purchase.
How long will it take to process my request?
There are a lot of requests coming in; we know that waiting can be frustrating, especially when you're excited to get into the game and start playing. Our support team is working hard to process requests as quickly as they can, but it may take a few days to process them all.
Our goal is to honor your request within 24 hours during the normal business week (Monday through Friday). Our support staff are offline on weekends; if you're waiting for a key on Saturday or Sunday and wondering why it hasn't come yet, that's the reason why.
Why doesn't Beamdog automate this process?
That's an excellent question.
We have plans to make the process more efficient in the future, but for now we're doing our best with the manual approach.
Again, I know that waiting can be frustrating, especially when you're looking forward to the game you purchased and you want to get in and start playing it. I would ask people to be patient while waiting for their requests to be processed, and be as polite as you can to our support staff as they process your request.
It's been more than 24 hours and it's not the weekend. What can I do?
If you didn't send your email with one of the subject lines mentioned above, I would recommend sending a new email with the appropriate subject line. Mention that you've sent an email previously, so that they can quickly find and close your earlier request.
If you did use one of the subject lines mentioned above and it's been more than a day since you sent in your request, It's okay to send a follow-up email to check on the status; just be aware that our team's processing hundreds of these requests, all of them from people who are also eagerly looking forward to activating their games on Steam.
Thank you everyone for your patience! If you have any questions, ask them here and I'll do my best to provide explanations or clarifications where I can.