So... my game (Democracy 4 ) got steam keys added to it when we went into early access. I have multiple reports of owners saying they dont see the steam key link, even though the keys are added, and the number of them available is going down. I have messaged itch, even asked them to look into it on twitter but had zero response. Getting a bit fed up now :(
Any ideas?
I’m not an itch.io representative, but I might have some useful input:
How long ago did you contact support? From what I can tell they are currently swamped, so you might have to wait for 4 days just for a “regular” support person to read your mail. If it requires an admin to look at it as well it would take even longer.
A possible temporary workaround, would be to send the keys to the owners directly - if that’s doable for you.
That being said… During the past month I have encountered a wide variety of users on itch. If the number of available keys is going down, maybe consider the possibility that the system is actually working and those people might either have troubles with using the system or are noticing a chance to get an extra key to sell or gift to a friend.
There’s a… “secret link”(?) I believe that you could use to test the system for yourself without having to buy our own game. If the steam key distribution works for you, then there’s a problem at those users’ end. If it doesn’t you could test around to see if you can get it to work on your own.
That’s everything that comes to mind right now. Hope any of this helps.
There are a few different reasons why Steam keys (aka External Keys) may not appear. Here are the docs on how they are made available: https://itch.io/docs/creators/download-keys#external-keys-steam-etc/who-can-access-external-keys-steam-etc
For purchases, unless otherwise disabled, external keys are included by default.
But, if our automated fraud detection system marks a purchase for additional review then the Steam key will not be granted automatically until the payment has been reviewed. The buyer can access the content available directly on itch.io in the meantime though.
If you need to expedite us processing a purchase then you can reach out to our support team here: https://itch.io/support (Sending the purchase id or email of the buyer generally is enough information for us to find the transaction)
We have been pretty swamped the past few days though, so I apologize for the additional delays in responding.
Thanks
