FAQ & Support

Purchases

Please contact us directly if you are having problems with a purchase. For a speedy response, please include your order number with the request.

Payment FAQ

I am not happy with the app and would like a refund.

Please email us your order number and store name with a request to refund. If you don't have the order number, you can look it up within the app: click the top/right head icon, then the bottom/left cog icon. Then select the "Products" tab and the [Invoices] button for the whole list of purchases you have made.

How long after a purchase can I request a refund?

We generally give refunds for any purchases made within 30 days of the purchase date. Depending on circumstances we can give refunds spanning back longer. Please note that some purchasing systems limit our ability to give refunds directly and you might have to contact the purchase system provider instead (we'll tell you).

How long does it take to process a refund?

We'll respond to refund requests within 48 hours (business days). The time it takes us to respond will not be counted against you, in case you reach the 30 days limit (see above). Although we can issue some refunds right away, depending on the payment processor, it might take longer, normally 7-10 business days or less for the refund to reach you (it's them, not us).

Technical Support

For technical problems running the application, please refer to the relevant section below.

If the problem you encounter is not listed, please also visit the official forum before you contact us. In most cases, your problem might have already been solved and is described in the forum.

PC, Mac & Linux

What are the hardware requirements to run the app?

The app requires 512MB of RAM and OpenGL ES 2.0 to run (or DirectX on Windows). Any computer purchased within the last couple of years should run the app just fine. A potato is probably fine also.

For display problems (blank screen, distorted screen), they are most likely due to outdated OpenGL drivers. Please update your drivers and the app should work fine:

The graphics are distorted while playing the app.

Please make sure you are running the latest graphics drivers on your computer. Please use the links above and update the drivers for your graphics card.

I can hear music playing but the app just displays a black screen.

Please make sure you are running the latest graphics drivers on your computer. Please use the links above and update the drivers for your graphics card.

There is an error running the app. The app stopped working.

Please note, the app does not contain any spyware, malware or third party software of such kind. Neverthless, it is possible that your virus scanner is deleting files from the installation directory because it wrongly assumes it is a virus. Please try to re-install/run the app with your virus scanner disabled for the app's installation directory (whitelist the app if possible). We generally found Microsoft's free "Microsoft Security Essentials" a great virus scanner (PC only). Problems have been reported by players for McAfee & Norton Anti-Virus.

I am getting connection errors while trying to play online.

Please note, the app does not transmit any spyware, malware or third party data of such kind. Neverthless, it is possible that your virus scanner is interrupting the connecting resulting in error messages. Please try disable the firewall to see if that solves the problem (whitelist the app if possible). We generally found Microsoft's free "Microsoft Security Essentials" a great virus scanner (PC only). Problems have been reported by players for McAfee & Norton Anti-Virus.

Android OS

What are the requirements to run the app?

The app requires Android OS 5.0 or higher to run. The app works great on tablets also.

The app doesn't work anymore after the upgrade (Google Play).

Please both re-install the application and turn off/on your device. To restart, hold the power button pressed for 10+ seconds to completely turn off the phone and then power it back on.

iPhone & iPad

What are the requirements to run the app?

The app requires iOS 9.0+ and amd64 or higher to run.