jmrathbun.7263 Posted January 23, 2018 Share Posted January 23, 2018 I purchased HoT after completing PoF. It came on a DVD-ROM. When I run the install program, it opens the GW2 sign-on window but apparently does nothing else. I can sign in normally, but HoT is still marked as locked in my Story Journal. I submitted a ticket on this issue January 20 and have had only automated responses. Anybody else have ideas? Link to comment Share on other sites More sharing options...
Silmar Alech.4305 Posted January 23, 2018 Share Posted January 23, 2018 Ignore the DVD. It's only for installing the game client, which you already have. HoT is an account unlock, so look for a CD key in your HoT package. Add that key to your account and HoT is unlocked. Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted January 23, 2018 Share Posted January 23, 2018 Did you apply the Serial Key (that should have been included in the physical box) to your account on the 'My Account' page (accessed via the link below)? Nothing needs to be downloaded or installed, as the client has all files necessary whenever it is updated from a patch. If you did not receive a Serial Key, you should contact the retailer from which you purchased Heart of Thorns. Good luck. Link to comment Share on other sites More sharing options...
Ronan.9518 Posted January 23, 2018 Share Posted January 23, 2018 Since you already had the GW2-client on your PC (obviously since you said you completed PoF) the DVD or any install program won't change anything. The client downloads all data (off all expansions), no matter what kind of account (free, core, PoF, HoT) you have. The important thing in this case is the code/serial-number which should have come with the DVD (if there was none...). This code can be added at https://account.arena.net/login. Edit: Both post above mine already said anything important, seems i was to slow at writing the answer again. Link to comment Share on other sites More sharing options...
jmrathbun.7263 Posted January 23, 2018 Author Share Posted January 23, 2018 I expected to find a key somewhere, but so far I can't see it on or in the case, the installation manual, or on the install disk. Can somebody show me the usual format for a valid key? Link to comment Share on other sites More sharing options...
Taelac.7036 Posted January 23, 2018 Share Posted January 23, 2018 It'll be 25 characters long with hyphens at irregular intervals. If it's not there, contact your retailer for a refund, and try to only purchase through [authorized retailers ](https://www.guildwars2.com/en/retailers/#UnitedStates-physical "authorized retailers ")in the future. Link to comment Share on other sites More sharing options...
Silmar Alech.4305 Posted January 24, 2018 Share Posted January 24, 2018 It is a card or a piece of paper where you have to scratch away some cover to reveal the code. Link to comment Share on other sites More sharing options...
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