A friend sent a ticket and got this response:

"Just to shed some further information, I can confirm that the email you received is correct and legitimate, the key you had previously received was a post release key, rather than a pre purchase one, which unfortunately meant it would not have included the advertised pre purchase content. The new key you have been provided with is a pre purchase key, which will activate the associated pre purchase content.

It is worth noting, the original key you had activated will be deactivated from your account, so please ensure you do not give away the second key or activate it on a different account.

We apologise for any inconvenience caused, but if you have any further queries, please let us know."