They stated that they could not assist, and as a side note from a recent experience with them, Do not pre order a list titles from them. Fallout 4 release was a disaster. First they were hit with a DDOS, then in the midst of that they had their login and support comprimised, and finally after about 3 hrs past the 00:00 CET release time, they started getting codes out to people. Great service and customer support otherwise.
FWIW: Ive got nearly 300 transactions with them, only 4 of them have been negative.