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PSA: The retro keyring code has now broken my Lego Shop account... twice

Last Friday I redeemed the retro keyring on the VIP rewards site. Got the code, entered it at checkout, code comes back as invalid. Okay, maybe a typo...

Except my account was broken. I could add items to my bag, and the little number at the top-right would go up, but when I went to my bag itself it was empty. With the Mandalorian Bounty Hunter ship arriving on the 1st, that's not good.

So today I call support and they're stumped too. The rep deleted my account, had me make a new one and transferred my points (A+ call by the way). The VIP rewards page was bare but I was told this was temporary, and it was... sort of.

Eventually the rewards page fills up and I try to claim a reward... only to be told I have 0 points. Weird. I shoot off an email to support about it but it's not urgent.

So then I try to complete my order from the Friday before, add the keyring code - and I get the exact same issue: bag has items in it, but I can't access it.

I'm calling support again tomorrow and hopefully this time I can get an actual fix instead of a workaround; until then, if anyone else has this issue, you're not alone; and if you were planning on getting the keychain, maybe order Diagon Alley before you redeem it ;-)


  • WhateveristWhateverist Member Posts: 33
    Good news! There is a fix:

    tl;dr: you can reset your bag by logging out, adding an item, then starting checkout; when you're prompted to login, your "broken" bag gets overwritten. 
  • CCCCCC Member Posts: 20,526

    But no fix if you have a code for the keychain and want to use it?

  • WhateveristWhateverist Member Posts: 33
    Not as far as I know. 
  • sid3windrsid3windr Member Posts: 1,460
    edited September 2020
    Nope, not at the moment. I placed an order and sent an email to CS to add the keychain but it'll take longer for them to respond to it than it'll take to ship the actual order...

    (also confirmed, today it still bricks your account)

  • CCCCCC Member Posts: 20,526
    sid3windr said:

    (also confirmed, today it still bricks your account)

    Yeah, I checked that one out earlier too!

    It seems bizarre that they cannot get something like this to work. Other VIP items have worked in the past, so what has gone wrong here?
  • ShropshireShropshire Member Posts: 654
    think I need to hold off using my code until they sort this.. seems nuts that one item presumably loaded to same stock/SKU system etc can break your account.. so perhaps it's an issue with other code based physical rewards too and just no one has reported here yet that they also bricked account. eg. VIP tote bag or Art Prints. 
  • timmeyhtimmeyh Member Posts: 20
    Okay, called CS today, had to reset account etc. Then I asked how to obtain the vip keychains and they were so good to send me the 2 keychains by post. 

    CS++ :)

    It hugely depends who you get on the other side of the line. Because we re-created the issue and he noted it down to escalate further.

    Now I've just refilled the AFOL form here on brickset as that's an issue they can't solve...
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