Green Man Gaming users are have complained about receiving broken Titanfall 2 and Battlefield 1 keys.
Customers took to Reddit over the weekend to express their frustration after finding keys they had bought were invalid, and keys they had bought as part of pre-orders simply failed to turn up.
Reddit user webox bought two copies of Battlefield 1: one for himself, the other for his brother, with the intention of playing over the weekend. One key worked, the other was invalid.
"I already requested a ticket but I haven't got any response whatsoever," he wrote.
Redbulljunkie00 bought a Titanfall 2 key from GMG, and, as expected, received a confirmation email on launch day (28th October). However, as of yesterday (Sunday, 30th October), he had yet to receive his key.
"I have purchased a product, received nothing, and have no way to contact the vendor," he wrote. "I will never be purchasing from GMG again. This is a horrible experience."
It looks like GMG is dealing with a significant backlog of support tickets right now, so there's no telling when those affected will receive working keys.
Here's a statement the online shop sent to Eurogamer:
Over the last few days, the demand for Battlefield 1 and Titanfall 2 on the Green Man Gaming store has been unprecedented. Our mission is to put the customer first and offer gamers a wide range of products at great prices. Our customer service team take pride in looking after our customers and we'd like to sincerely apologise to all those customers who we've been slow to respond to.
We have put on extra customer service staff and are dedicated to making sure all our customer queries are responded to as soon as possible.
We recognise that it can be frustrating for some of our pre-order customers who were not able to play their games immediately but, we're working through our tickets as fast as we can to ensure we help all our customers with their queries.
Unfortunately, this is not the first time GMG has had key problems with a big launch. A similar thing happened when Overwatch came out in May, and when Assassin's Creed Syndicate launched last year.