Hello, I tried entering in the code in the PS5 box for the Sonic Pack Pre-Order bonus on March 3rd afternoon (right when I got it). However, it threw an error saying it can't be claimed. No amount of trying worked. Now that it's after March 4th am I out of luck? Does anyone know of a way to get help from customer service? Thanks so much.

I am having this issue too! Still no luck :(

I preordered the digital version and it couldn’t find the item on the PS store before the 4th, so I thought it would appear on release day but I’m still having the same issue, everytime I click the sonic pack it loads a PS screen saying “could not find item”

I'm also having this issue with my physical version. I get the error "the prepaid card could not be redeemed. Please try again later" 

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Alan89528 wrote:

I preordered the digital version and it couldn’t find the item on the PS store before the 4th, so I thought it would appear on release day but I’m still having the same issue, everytime I click the sonic pack it loads a PS screen saying “could not find item”

yeah that’s the same error message I am getting with the digital game. Ordered it on the 1st of March.

I pre-order explorers edition back in October on Amazon, Amazon just delivered game about 30 minutes ago. And I’m getting same error “the prepaid card could not be redeemed. Please try again later.” This is ridiculous if game not even released till today and not even allow to use the code? If this not fixed I will ask Amazon full refund and no more 2-point purchases. Have both previous games and all dlc.. no other game I have ever seen put such restrictions on in-box game codes, less alone expire same day as release/delivered. Usually they are valid for many years.

my pre order worked fine

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Alan89528 wrote:

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ThatAwesomeRito wrote:

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Alan89528 wrote:

I preordered the digital version and it couldn’t find the item on the PS store before the 4th, so I thought it would appear on release day but I’m still having the same issue, everytime I click the sonic pack it loads a PS screen saying “could not find item”

yeah that’s the same error message I am getting with the digital game. Ordered it on the 1st of March.

I just worked it out! From the PlayStation Home Screen, go to Two Point Museum game and don’t load it, press the options button and you will see “manage game content”  press X and it should show the explorers content and the sonic content with a download button next to it! 

Don’t know why they didn’t just make it accessible from the store or game. 

Glad it worked for you! Did you have the digital version? I wonder if that one populated after some time. I have the physical and I get the same error others have mentioned (since the 3rd). I wonder if 2point forgot to activate them. I wish their support team came here as their support link on the website doesn't work.

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Rhah wrote:

I pre-order explorers edition back in October on Amazon, Amazon just delivered game about 30 minutes ago. And I’m getting same error “the prepaid card could not be redeemed. Please try again later.” This is ridiculous if game not even released till today and not even allow to use the code? If this not fixed I will ask Amazon full refund and no more 2-point purchases. Have both previous games and all dlc.. no other game I have ever seen put such restrictions on in-box game codes, less alone expire same day as release/delivered. Usually they are valid for many years.

The voucher card itself says it expires 54 years. I got the box on the 3rd from Amazon and the code wasn't working then either.

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KwisatzH wrote:

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Rhah wrote:

I pre-order explorers edition back in October on Amazon, Amazon just delivered game about 30 minutes ago. And I’m getting same error “the prepaid card could not be redeemed. Please try again later.” This is ridiculous if game not even released till today and not even allow to use the code? If this not fixed I will ask Amazon full refund and no more 2-point purchases. Have both previous games and all dlc.. no other game I have ever seen put such restrictions on in-box game codes, less alone expire same day as release/delivered. Usually they are valid for many years.

The voucher card itself says it expires 54 years. I got the box on the 3rd from Amazon and the code wasn't working then either.

I saw same thing of 54 years, but before I posted there was something on site that said have to claim it by 4th and to hurry to claim it. Maybe I read it wrong or was just marketing type thing. Code still not working

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Rhah wrote:

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KwisatzH wrote:

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Rhah wrote:

I pre-order explorers edition back in October on Amazon, Amazon just delivered game about 30 minutes ago. And I’m getting same error “the prepaid card could not be redeemed. Please try again later.” This is ridiculous if game not even released till today and not even allow to use the code? If this not fixed I will ask Amazon full refund and no more 2-point purchases. Have both previous games and all dlc.. no other game I have ever seen put such restrictions on in-box game codes, less alone expire same day as release/delivered. Usually they are valid for many years.

The voucher card itself says it expires 54 years. I got the box on the 3rd from Amazon and the code wasn't working then either.

I saw same thing of 54 years, but before I posted there was something on site that said have to claim it by 4th and to hurry to claim it. Maybe I read it wrong or was just marketing type thing. Code still not working

Edit: found it it’s in the faq that said only before march 4th:

​What about Pre-order Content?

Our Preorder bonus content is the Sonic Preorder Pack which is only available before March 4th… if you want it, you got to go fast…

https://community.twopointcounty.com/two-point-studios/two-point-museum/blogs/82-museum-community-faq

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KwisatzH wrote:

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Alan89528 wrote:

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ThatAwesomeRito wrote:

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Alan89528 wrote:

I preordered the digital version and it couldn’t find the item on the PS store before the 4th, so I thought it would appear on release day but I’m still having the same issue, everytime I click the sonic pack it loads a PS screen saying “could not find item”

yeah that’s the same error message I am getting with the digital game. Ordered it on the 1st of March.

I just worked it out! From the PlayStation Home Screen, go to Two Point Museum game and don’t load it, press the options button and you will see “manage game content”  press X and it should show the explorers content and the sonic content with a download button next to it! 

Don’t know why they didn’t just make it accessible from the store or game. 

Glad it worked for you! Did you have the digital version? I wonder if that one populated after some time. I have the physical and I get the same error others have mentioned (since the 3rd). I wonder if 2point forgot to activate them. I wish their support team came here as their support link on the website doesn't work.

Yeah I am have the digital version. Just looking through other forums and it seems to be a known issue for the physical so I’m guessing it will get a patch and you will get the bonuses but you shouldn’t have to go through all this for it :(

Physical sonic code working now, I suspect someone put code valid date to march 5. I did try about 2 or 3 hours ago on march 5 and it didn’t work. Just tried it now and it’s working. I redeemed code and downloaded content

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Alan89528 wrote:

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ThatAwesomeRito wrote:

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Alan89528 wrote:

I preordered the digital version and it couldn’t find the item on the PS store before the 4th, so I thought it would appear on release day but I’m still having the same issue, everytime I click the sonic pack it loads a PS screen saying “could not find item”

yeah that’s the same error message I am getting with the digital game. Ordered it on the 1st of March.

I just worked it out! From the PlayStation Home Screen, go to Two Point Museum game and don’t load it, press the options button and you will see “manage game content”  press X and it should show the explorers content and the sonic content with a download button next to it! 

Don’t know why they didn’t just make it accessible from the store or game. 

thank you so much! It worked and I got the stuff :)

It is now working. As mentioned, it must have been an accidental time setting by TP. Thank so much for everyone's comments and help.

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Alan89528 wrote:

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ThatAwesomeRito wrote:

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Alan89528 wrote:

I preordered the digital version and it couldn’t find the item on the PS store before the 4th, so I thought it would appear on release day but I’m still having the same issue, everytime I click the sonic pack it loads a PS screen saying “could not find item”

yeah that’s the same error message I am getting with the digital game. Ordered it on the 1st of March.

I just worked it out! From the PlayStation Home Screen, go to Two Point Museum game and don’t load it, press the options button and you will see “manage game content”  press X and it should show the explorers content and the sonic content with a download button next to it! 

Don’t know why they didn’t just make it accessible from the store or game. 

Thank you so much Alan89528! I just found it. Worked for me. Thx!!! 😃

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Alan89528 wrote:

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ThatAwesomeRito wrote:

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Alan89528 wrote:

I preordered the digital version and it couldn’t find the item on the PS store before the 4th, so I thought it would appear on release day but I’m still having the same issue, everytime I click the sonic pack it loads a PS screen saying “could not find item”

yeah that’s the same error message I am getting with the digital game. Ordered it on the 1st of March.

I just worked it out! From the PlayStation Home Screen, go to Two Point Museum game and don’t load it, press the options button and you will see “manage game content”  press X and it should show the explorers content and the sonic content with a download button next to it! 

Don’t know why they didn’t just make it accessible from the store or game. 

This worked for me. Thank you!