My dlc expansion end of dragons is missing

[Hokkaido_Emi]

Hello!
I noticed when I checked that I have the dlc expansion end of dragons, but inside the game it is padlocked and says I need to own the end of dragons expansions, which I very obviously do.
Do I have to do something to unlock this expansion? Path of fire says it's active and I can play it, so is there dlc, but end of dragons, just doesn't seem to allow me to play it, despite i have it listed in my dlc, because i bought the expansions together.
anyone else have problems like this, or is there something specific I have to do to unlock it? A player in game said it should be available.

I had 2 boosts tokens to 80, but now I am assuming they where for path of fire and thorns?

[gameshogun]

This is a Steam account, not an existing pre-Steam GW2 account?

I am not sure how many boosts you get, but in the non-Steam purchases, the packs HoT+PoF expansion set gets 1 boost. And the separate EoD gets 1 boost. If it is the same here on Steam, then those 2 boosts are from the "HoT+PoF" and "EoD" expansion sets.

If so, try to contact ANet or relogin again. Prepare your Steam ID, purchase receipt, and so on when you contact them.

But, yes, the player you talked to is correct, if should be unlocked and you can select the first mission to start it.

[Hokkaido_Emi]

Hi yes, it is a steam account, the main account and expansions.
I decided to reinstall the game, in case it is something that was not picked up. I will also contact Anet about this problem if it has not resolved.
thanks

[Hokkaido_Emi]

Just an update : no one wants to accept responsibility it seems for my purchase of this expansion. It is listed in my dlc I own. I go to the arena net site, and it's not activated. I go in game, it is not activated, it says to learn more....meaning the game thinks I don't own the expansion when clearly I do.
I think if either anet or steam do not activate my expansion in the game, it will be the last thing i ever buy for this game, and will reluctantly quit, because it is out of the question buying the same expansion, when i already own it and it too would likely never exist in game for me.
I just hope someone can fix this stupid mess soon. I now have my first 80, and doing my first story at the beginning.

[Hefutoxin]

Originally posted by neko-chan:

Just an update : no one wants to accept responsibility it seems for my purchase of this expansion. It is listed in my dlc I own. I go to the arena net site, and it's not activated. I go in game, it is not activated, it says to learn more....meaning the game thinks I don't own the expansion when clearly I do.
I think if either anet or steam do not activate my expansion in the game, it will be the last thing i ever buy for this game, and will reluctantly quit, because it is out of the question buying the same expansion, when i already own it and it too would likely never exist in game for me.
I just hope someone can fix this stupid mess soon. I now have my first 80, and doing my first story at the beginning.

Do you have End of Dragons or Heart of Thorns? Both look green.

Heart of Thorns is bundled with Path of Fire. End of Dragons is sold separately.

[Hokkaido_Emi]

Yes I have both expansions end of dragons and and path of fire. I have them both listed in my dlc collection for the game, but when i login to the game its as if i don't own eod at all.

[Hokkaido_Emi]

here is my screen shot of my dlc for this game -> https://imgur.com/a/D7q0aim

[Hefutoxin]

Originally posted by neko-chan:

here is my screen shot of my dlc for this game -> https://imgur.com/a/D7q0aim

This is 100% a Steam issue. Don't let them blame Anet. Anet simply doesn't have access to your Steam information and therefore cannot help.

[TwisTeD SenSe]

Have you tried verifying game integrity or a reinstall?

Might not help, but better check all the options you can.

[gameshogun]

Originally posted by neko-chan:

here is my screen shot of my dlc for this game -> https://imgur.com/a/D7q0aim

Based on your screenshot, it is definitely a Steam issue. Somehow, Steam failed to send the information to ArenaNet's servers, and ANet can not do anything about it because they do not have access to Steam's account management.

My suggestion is the following:

1. Contact Steam support.

a. Show them your screenshot.
b. Show them a screenshot of ArenaNet's reply to your email. (Because Steam's agent will just tell you to contact ArenaNet even though it is their fault.)
c. Give them the date and time of purchase (approximate time is enough)

2. Contact ArenaNet support again.

a. Show them your screenshot.
b. Ask them if there is a way to manually fix it on their end; and/or
c. Ask them also if there is a way for you to find your DLC Product Code on Steam's side, so you can give it to them, and they can activate it manually on their end (if that is possible).

I can't speak for ANet, and what deal they have with Steam, but if they can confirm the purchase, the account associated, and other important information, they may be able to manually activate it. Again, it depends on the deal they have with Steam.

Also, if I remember correctly, there is a way to see Game and DLC product codes. But, I can't remember how, Steam is confusing on this end.

But, remember this one thing, since the purchase was successful on Steam's side, then it definitely is a Steam issue. Steam is the one who failed to send the purchase information to ArenaNet's servers.

---

I know it is frustrating and time-consuming, but unfortunately, this is how customer support works in general. Usually, agents are required to explain why it is out of their control and the third-party platform is the one who can fix it.

It is similar with purchases and banks, most of the time, the issue with purchases are on the bank's end, but Banks will always say, "your money was deducted, contact them". When the truth is, it is only the Bank that can solve the issue, and the only way to make them realise it, is if the store you purchased from gives you a Bank Code that proves it is a Bank issue.

In any case, the ANet CS agent should've replied to you about what you can do to help resolve the issue. A generic reply about "Contact Steam" is lazy person's reply. For example, they should've asked for the date and time of purchase, Steam ID, etc. etc. so they can check on their end. If it's negative on their side, then they should've given you an explanation why you should definitely contact Steam, and not a generic "Contact Steam".

[gameshogun]

Originally posted by TwisTeD SenSe:

Have you tried verifying game integrity or a reinstall?

Might not help, but better check all the options you can.

It's only for technical issues. ^_^

The game doesn't show as activated on their account when logging-in the game or in the GW2 website. It means that, ArenaNet did not receive information from Steam that the said account purchased DLCs.

[Hokkaido_Emi]

Originally posted by ♾️ 스노 (雪亮 Yuki) 🔏:

Originally posted by neko-chan:

here is my screen shot of my dlc for this game -> https://imgur.com/a/D7q0aim

Based on your screenshot, it is definitely a Steam issue. Somehow, Steam failed to send the information to ArenaNet's servers, and ANet can not do anything about it because they do not have access to Steam's account management.

My suggestion is the following:

1. Contact Steam support.

a. Show them your screenshot.
b. Show them a screenshot of ArenaNet's reply to your email. (Because Steam's agent will just tell you to contact ArenaNet even though it is their fault.)
c. Give them the date and time of purchase (approximate time is enough)

2. Contact ArenaNet support again.

a. Show them your screenshot.
b. Ask them if there is a way to manually fix it on their end; and/or
c. Ask them also if there is a way for you to find your DLC Product Code on Steam's side, so you can give it to them, and they can activate it manually on their end (if that is possible).

I can't speak for ANet, and what deal they have with Steam, but if they can confirm the purchase, the account associated, and other important information, they may be able to manually activate it. Again, it depends on the deal they have with Steam.

Also, if I remember correctly, there is a way to see Game and DLC product codes. But, I can't remember how, Steam is confusing on this end.

But, remember this one thing, since the purchase was successful on Steam's side, then it definitely is a Steam issue. Steam is the one who failed to send the purchase information to ArenaNet's servers.

---

I know it is frustrating and time-consuming, but unfortunately, this is how customer support works in general. Usually, agents are required to explain why it is out of their control and the third-party platform is the one who can fix it.

It is similar with purchases and banks, most of the time, the issue with purchases are on the bank's end, but Banks will always say, "your money was deducted, contact them". When the truth is, it is only the Bank that can solve the issue, and the only way to make them realise it, is if the store you purchased from gives you a Bank Code that proves it is a Bank issue.

In any case, the ANet CS agent should've replied to you about what you can do to help resolve the issue. A generic reply about "Contact Steam" is lazy person's reply. For example, they should've asked for the date and time of purchase, Steam ID, etc. etc. so they can check on their end. If it's negative on their side, then they should've given you an explanation why you should definitely contact Steam, and not a generic "Contact Steam".

I checked by doing an integrity check, it found nothing that needed repairing, so i did a full reinstall, and i went into the game it still shows i don't have the expansion.

I have done as you have suggested by contacting steam and anet and I wait for their replies. All I can do is see what their responses are this time after submitting my screenshots. I will also investigate to see if there is a way for me to access my serial number for eod.
thank you so much for you help. This is so frustrating.

[gameshogun]

Originally posted by neko-chan:

I checked by doing an integrity check, it found nothing that needed repairing, so i did a full reinstall, and i went into the game it still shows i don't have the expansion.

Yes, that will not do anything. What the other guy suggested is only for technical issues. Your case is not technical, it's database, which only Steam (and to some extent, ArenaNet), can handle.

As long as the DLC is not showing up on your account when you login to www.guildwars2.com, any technical related suggestions will not do anything with your case.

Originally posted by neko-chan:

I have done as you have suggested by contacting steam and anet and I wait for their replies. All I can do is see what their responses are this time after submitting my screenshots. I will also investigate to see if there is a way for me to access my serial number for eod.
thank you so much for you help. This is so frustrating.

Yep. At this point, it's wait and see. Hopefully a new ArenaNet CS agent will handle your case who is more knowledgeable about this. They need to reply with an honest and transparent reply so you can forward their reply to Steam. It will force Steam to do something about it.

(Disclosure: I've worked with the gaming industry for more than twenty years in various positions, including but not limited to a CS agent. I've handled similar cases (and Steam related, too) ^_^ )

[Nukezta]

i'm having the same issue as well rip

[Hokkaido_Emi]

Great news,
anet sorted the problem out, it was something to do with the expansion not being registered by steam, they asked for a few things such as when i bought it, a few screenshots.
In the end they sent me an email asking me to check my game because it should be working now. I went in today, and there it is working properly, waiting for me to play it!
thanks again for you all your help.

[gameshogun]

Originally posted by neko-chan:

Great news,
anet sorted the problem out, it was something to do with the expansion not being registered by steam, they asked for a few things such as when i bought it, a few screenshots.
In the end they sent me an email asking me to check my game because it should be working now. I went in today, and there it is working properly, waiting for me to play it!
thanks again for you all your help.

Hooray! That's great news!

If I will take a guess, a new agent with more knowledge about your case, got your latest email/reply. Like I said previously, there are companies who can manually activate a DLC after verifying the purchase since the third-party, in this case Steam, failed to send the information to their servers. (Or, the same agent finally asked instead of throwing you back to Steam CS.)

See you in-game!