Hooded Shrouds

[Lord Ser Brightblade]

Some players who pre-ordered UO:AoS have been experiencing difficulties in collecting their Hooded Shroud of Shadows. We are aware of this, and want to reassure everyone that if you are supposed to receive a Hooded Shroud of Shadows, you will receive one. Please read this post carefully before contacting a Game Master on any Shroud-related issues!

Please note: The Hooded Shroud of Shadows promotion is only valid for customers who preordered or purchased Age of Shadows prior to February 11, 2003 from one of the following vendors: EBGames, Gamestop, Amazon.com, and the EA Online Store. Also, the Shroud redemption code is only valid for one Shroud per UO:AoS account (not one per character).

If you pre-ordered Age of Shadows but did not receive a redemption code from your retailer:

You’re not out of luck. You should be able to collect the proper code by contacting your retailer. If you run into any trouble there, please have your receipt ready for verification and contact our Account Support staff at 866-543-5435 (option 2, then 1). International callers, please use 512-434-6740 (option 2) instead. Our staff will assist you in collecting your Shroud. We’ll try to get your Shroud to you as soon as possible, but please understand we may not be able to do so immediately.

If you redeemed your code, but never received your Shroud:

It’s possible that you either entered your code before you upgraded your account to Age of Shadows, or that you entered the game immediately after upgrading and entered your code before the registration data reached the shard – making it think you were still not upgraded to AoS. In either of these cases, here’s what to do: make sure you have upgraded to AoS, then wait at least 30 minutes for the account servers to pass the information to the game servers. Then simply log out, log back in, and repeat the original redemption process in order to collect your Shroud.

If you received an error message telling you the code was not valid, or was already used:

First, you’ll want to re-type your code to make sure you’ve typed it accurately. Make sure caps lock is off! If that doesn’t work, make sure you have upgraded to AoS, then wait at least 30 minutes for the account servers to pass the information to the game servers. Then simply log out, log back in, and repeat the original redemption process in order to collect your Shroud. If none of that works, and you’re positive you’ve used the right code, and you haven’t tried to use that code on any other character (remember those codes only offer one Shroud per AoS-enabled account, not per character)… then we ask you to call a GM*, and they’ll help you get your Shroud.

If you upgrade to AoS from an existing account:

You will also get your Shroud. It may take a few minutes for the billing system to pass that upgrade status along to the game servers. If you upgrade and log in immediately, you may not be able to collect the Shroud right away. There’s no need to worry. Please wait 30 minutes, log out and back in again, and attempt to claim your Shroud.

If you claimed a shroud, but a Shard went down and your Shroud was lost in a time warp:

Don’t worry; we can help here too! We have ways of verifying that a code was used, and we also are able to tell whether a player’s character has ever received a shroud. So if you have lost a Shroud through a time-warp on a shard, please call a GM*. And remember – since we have ways of telling whether a character has ever received a Shroud, we do not encourage players to make false claims about lost Shrouds. With the amount of calls we are answering currently, it’s important that players not take up GM time with false claims; therefore, any player found to be attempting to obtain more than one Shroud on an account may find their accounts disciplined accordingly.

*Keep in mind that our current support call volume (both on the phones, and in-game) is extremely high, so any player attempting to call our support teams should be prepared for up to several hours’ wait. Players may collect their Shrouds until March 31st on the North American and Asia-Pacific shards – so if you experience delays in reaching support (phone or in-game), we highly encourage you to wait a few days for our call volume to drop somewhat. Waiting a few days (provided you do not wait past March 31st) will not affect your ability to get the Shroud, and might save you a few hours’ time!