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General discussion (archive)can't change email? tried contacting support(9 posts)(9 posts)
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Posted September 10, 2014
Hi,

I signed up to gog over 2 years ago and think I got 8 free games, to be honest have not used it since. After seeing some good promos for its 6th birthday and I was thinking of checking out gog.com again and giving it another shot and buying some games, since it looks like it has improved with a bigger library since then.

I am trying to change my email address to a gmail account, because the one listed I no longer use.

I tried to do it on the website, go to account - > settings, and change email from there, but it is always greyed out, and cannot change any characters. I can change my personal info for example birthday or location if I need to.

I really don't understand how a simple function like this is not working? I tried multiple web browsers, chrome, firefox, and from a MAC and a PC.

I tried opening 2 support tickets, first one came back and said they cannot find my account under the email I provided. I don't understand that?

I opened up another ticket and took a screenshot of my settings, but still no response.

At this point trying to decide do I just open a brand new account with email I want and lose the games that I got for free anyway, or is there anyone there who can help?

Thanks for any help!
Post edited September 10, 2014 by tannor102
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Posted September 10, 2014
avatar
tannor102: Hi,

I signed up to gog over 2 years ago and think I got 8 free games, to be honest have not used it since. After seeing some good promos for its 6th birthday I was thinking of checking out gog.com again and giving it another shot since it looks like it has improved with a bigger library since then.

I am trying to change my email address to a gmail account, because the one listed I no longer use.

I tried to do it on the website, go to account - > settings, and change email form there, but it always greyed out, and cannot change any characters. I can change my personal info for example birthday or location if I need to.

I really don't understand how a simple function like this is not working? I tried multiple web browsers, chrome, firefox, and from a MAC and a PC.

I tried opening 2 support tickets, first one came back and said they cannot find my account under the email I provided. I don't understand that?

I opened up another ticket and took a screenshot of my settings, but still no response.

At this point trying to decide do I just open a brand new account with email I want and lose the games that I got for free anyway, or is there anyone there who can help?

Thanks for any help!
It may be a new website "feature" (read "mistake" or not-yet-implemented or bugged). GOG recently changed the website and a lot of things changed.

Right now, I don't see a way to change the email.

What free games did you get?

I'd recommend sitting tight and waiting for support. They're swamped right now with the new website issues.

I'd imagine they'll re-implement email changes in the near future.
Posted September 10, 2014
avatar
tannor102: I tried to do it on the website, go to account - > settings, and change email form there, but it always greyed out, and cannot change any characters.
It's a bug. There should be a button to authenticate in order to change the email, but it's been gone for a while.

Did you tell them the current email or the one you want to use? Perhaps there was a misunderstanding and they thought you meant an account for the new email? Send another request and ask them to change the email address to the one you wish to use.
Posted September 10, 2014


It may be a new website "feature" (read "mistake" or not-yet-implemented or bugged). GOG recently changed the website and a lot of things changed.

Right now, I don't see a way to change the email.

What free games did you get?

I'd recommend sitting tight and waiting for support. They're swamped right now with the new website issues.

I'd imagine they'll re-implement email changes in the near future.
Thanks for replying, these are the games I have in my account:

fallout, treasure adventure game, ultima 4, teenagent, lure of the temptress, beneath a steel sky, tyrian 2000, dragonsphere


It's a bug. There should be a button to authenticate in order to change the email, but it's been gone for a while.

Did you tell them the current email or the one you want to use? Perhaps there was a misunderstanding and they thought you meant an account for the new email? Send another request and ask them to change the email address to the one you wish to use.
I am 95% sure I gave them the correct email, and I did open a second ticket, with a screenshot of my exact settings so they can see my name and email.

I am still waiting to hear back from the second ticket so hopefully they get back soon.

Thanks for the help.
Post edited September 10, 2014 by tannor102
Posted September 10, 2014
Fallout is precious cargo. Hold onto the account. Everything else is still free.

Fallout is no longer sold in a DRM-free format (that I know of). So that one is precious.

I'm sure they'll get you fixed up soon.

In the meantime, since you can log into your account, you should still be able to get games. They'll be able to change your email address in the near future, I'm sure. It will probably take 3 days (give or take), though, given their current volume of tickets (someone else reported a 3-day response time for something).
Posted September 10, 2014
avatar
Tallima: Fallout is precious cargo. Hold onto the account. Everything else is still free.

Fallout is no longer sold in a DRM-free format (that I know of). So that one is precious.

I'm sure they'll get you fixed up soon.

In the meantime, since you can log into your account, you should still be able to get games. They'll be able to change your email address in the near future, I'm sure. It will probably take 3 days (give or take), though, given their current volume of tickets (someone else reported a 3-day response time for something).
Good point, ok hopefully they get back to me within the next few days.

Thanks for all the help.
Posted September 10, 2014
avatar
tannor102: Hi,

I signed up to gog over 2 years ago and think I got 8 free games, to be honest have not used it since. After seeing some good promos for its 6th birthday and I was thinking of checking out gog.com again and giving it another shot and buying some games, since it looks like it has improved with a bigger library since then.

I am trying to change my email address to a gmail account, because the one listed I no longer use.

I tried to do it on the website, go to account - > settings, and change email from there, but it is always greyed out, and cannot change any characters. I can change my personal info for example birthday or location if I need to.

I really don't understand how a simple function like this is not working? I tried multiple web browsers, chrome, firefox, and from a MAC and a PC.

I tried opening 2 support tickets, first one came back and said they cannot find my account under the email I provided. I don't understand that?

I opened up another ticket and took a screenshot of my settings, but still no response.

At this point trying to decide do I just open a brand new account with email I want and lose the games that I got for free anyway, or is there anyone there who can help?

Thanks for any help!
As others said, the greyed out email field is a bug introduced by the site changes implemented a couple of weeks ago. It's been reported and hopefully fixed soon.

Since you got Fallout, you should hold on to it for all the reasons given by Tallima, and wait for GOG Supoort to get back to you again.

If you want to take advantage of the birthday celebration daily promos, you could always purchase any game as a gift and send it to your new email address. This way, you won't miss any game you're eyeing, and receive the email with the games codes to your current email. Then when your account issues are fixed, you can redeem the games you bought.
This comes with the downside that the actual receipt emails will be send to your old email, but if you purchase using PayPal you still have a record of your purchases, plus you could ask GOG to resend those receipt emails to your current email sometime later.
Posted September 10, 2014
I just wanted to give an update and thank everyone including support, they just changed my email I am all set!!
Posted September 11, 2014
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tannor102: I just wanted to give an update and thank everyone including support, they just changed my email I am all set!!
Glad it got fixed already. :-)

Now go and get some games from the daily promos! :-D
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General discussion (archive)can't change email? tried contacting support(9 posts)(9 posts)
(9 posts)