Normally when the game’s authentication system detects “significant” changes in your system, it will ask you to reactivate your copy of the game. However, some users are reporting that they are unable to do so and hence cannot play.
Travis Baldree, founder of Runic Games said that an update for Windows 8 after the game’s launch could probably be responsible.
Normally, when Reactivation is required, it automatically takes care of itself, and is a non-issue. In the (normally) rarer cases where something goes wrong, we have a couple of tools that we send out to resolve the issue.
In this case they appear not to be working – our current suspicion is that something structural has changed in Windows 8 (or during the upgrade process) which fundamentally breaks the license. Windows 8 seems to be the common denominator between the tickets that we’ve received. We HAVE tested the game and the unlocks on Windows 8, both before and after release – including license resets – and it isn’t a universal problem, which makes it more difficult to isolate.
Good guys as they are, Runic is going to provide Steam keys to anyone who is currently affected by the activation issue.
If someone is stuck at this point and has NOT received a Steam key from us, we’d love for them to contact us, and we’ll provide one while we figure out what is going on.
If you’re facing this issue as well then you’re advised to contact Runic’s support service at email@example.com.