[Support] FAQ - Activation and Regional Restriction

 

► I bought my game, but there is no key on my account. What happened?
There are some details that must be observed. Here they are:

- Is the game you bought a pre-order? If that's the case, don't worry. It's normal that the key isn't available yet: this should happen as soon as the game is launched. And if the game has a preload, the key will be available a couple of days before launching so you can download and install it.
- The game you bought is DRM-Free? If so, do not worry too. Games that are DRM-Free have no activation key. Just download and install the game. In your Nuuvem account under "My Games" when you click on the game cover, the download link will appear.
- The activation key may be over: this is not often, but this may happen, especially when there is a very large demand for some particular game. This is usually temporary and we do our best to make the keys available again as soon as possible.

► I pre-ordered a game and the key has not yet been delivered. If I receive the key and activate at launch, will the pre-order bonus be lost?
The pre-order key is different from a regular key, so even though it is activated after the release, any bonus offered during the pre-order will usually be released as soon as the key is activated. So do not worry! You will not lose it. ;)

► I am trying to activate my game, but the key is giving as invalid.
This is common to happen in the following situations:

- When the key is being inserted incorrectly: a digit of the key may be inserted erroneously or even missing some part of the key. To prevent this from happening, preferably copy (CTRL + V) and paste (CTRL + C) the key at the time of activation.
- Some games provide two activation keys (usually one for base game and another for DLC): if the two (or more) keys are activated at once as if they were a single key, the activation will not be completed. One way to find out if there are two keys in your Nuuvem account is by checking "My Games> Game Name" if you see two lines in the key field in your Nuuvem account. If you have two lines (or more), it's because there are two keys (or more) that are there.
- Wrong activation platform: The activation form is informed on the product page before purchase and in "My Games> Game Name". If you redeem the key in a country different, the activation will not complete. So, for example, if you try to activate a GOG key on Steam, the activation will be invalid.
- Instability of the activation servers: this is usually a temporary problem and if the activation of the key is done during this period, it may be that the key being valid is considered to be invalid. Since this is a generally temporary problem, if you try to activate it a little later, it should work normal.

► When I activate my key, a message says that the key is already used by another account.
Especially in case of activated games on Steam, Uplay, Origin, Rockstar Social Club, GOG and other platforms, the activation key can only be activated once. After that, you must log in to the same account where the game was activated. As Nuuvem does not control on what account the key was activated and it's also possible to activate the key on any account you want, we are not able to inform on what account the key was redeemed. In this case, you need to get in touch with the Platform's Support, so they'll be able to better help you.

► I want to redeem my key on Steam or on another platform. Do you exchange my key so I can activate on the platform I want?
Unfortunately, the way the games are activated is not optional. It means you can not choose how you want to activate your game. So, for example, if the activation is Uplay, it will only be activated on Uplay. It is not possible to activate on Steam or elsewhere.

► I bought my game and when I try to activate it says it is blocked or unavailable for activation in my country.
On the game page the place of activation (region / country) is informed. Make sure the key is being activated at the indicated location. It is very important that you do not use Proxy, VPN and any other method to disguise your GeoIP, as this can cause problems and you can receive a locked key in your region or even after activating the key it may be that you can not play this.