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Purchasing Return to Help Center

What is Download Insurance? Download Insurance is a service provided by our games partner, Trymedia. Trymedia will store a backup copy of your game on their servers. The backup copy will be available to you for download for up to eighteen (18) months from the date of purchase. Should your hard drive fail and you need to reinstall the game, you can download the back up copy we are storing for you from the exact same URL. Download Insurance is just another advantage of digital delivery.

Will I receive a CD/DVD-ROM? No, and you don’t need one! Your game works just like the version on CD-ROM, without the hassles:

No shipping charges
No waiting for packages to arrive
No danger of scratching, warping or ruining your game

What is your return policy? Refunds or store credit may be offered if the following conditions are met:

•The time of your request for refund/credit is less than 48 hours from time of purchase

•The game license key has not been disclosed to you by email or webpage

•You purchased the game directly without downloading a free trial

Refunds will not be issued based on failure to meet the minimum requirements to run the game on your computer or for lack of enjoyment while playing the game. Please thoroughly examine the product detail page to make sure your computer meets the system requirements.

Please note: No refunds will be offered for MMO games or games published by Electronic Arts, Inc. These sales are considered final.

How long does it take to process my refund? Qualifying refunds are processed within a few days after your request, but may take up to two weeks to reflect on your credit card statement. Please do not submit multiple requests since this will not expedite your refund and may actually slow the processing of your original request. Also, please do not dispute the charge with your bank as this will prevent us from being able to issue a refund.

After you submit a refund request, a case number will be created for you and you will receive an email confirmation of your submission.

Why haven't I received my confirmation email or activation code? A confirmation email containing your activation code is automatically sent immediately following completion of your order. There are a few possible reasons why you may not receive your confirmation email at the time of purchase:

•Your spam or junk mail filter is set very high and correspondence from Trymedia.com is being blocked from your Inbox.

Solution: Check your spam or junk mail folder for your purchase receipt. We recommend you also update your email settings to ensure messages from Trymedia.com are not blocked.

•You entered your email address incorrectly in the purchase field.

Solution: Submit a request for your confirmation email to be resent. Include the correct email address, your first and last name, and the first 4 and last 4 digits of the credit/debit card you used to make the purchase.

•Your original purchase did not go through.

Solution: Check your email for a receipt, check your billing statement, and if necessary try the purchase again.

Why was my credit card declined? There are a few possible reasons why your card might have been declined:

1. You may be trying to use a credit card we don’t accept. We accept Visa, Master Card, American Express, Diner’s Club, JCB, and Maestro/Solo.

2. The credit card number, expiration date, security code, and/or billing address were not entered correctly. Please make sure to enter this information exactly as it appears on your billing statement.

3. You have insufficient funds on your credit card to cover the cost of the purchase. Please contact your bank directly to resolve this issue then try your purchase again.

How do I buy a game? How do I buy a game? You can purchase a game either by:

1. Go to the game information page where you downloaded your game and click the "Buy" button, or

2. Launch the game from the start menu or desktop icon and click the "Buy" button.

Why is my product not locating the extra game files I downloaded? Secondary files are distributed with a .00X (where X equals 1, 2, 3, etc) file extension. It's important this file extension be maintained in order to allow proper installation of the game.

Some browsers will save the .00X file as a .ZIP file. If you identify that the file has been saved as a .ZIP file you’ll need to edit the file extension (.001, .002, .003, etc.). To change the file extension from .ZIP to .00X, follow these steps:

1. locate the file on your computer

2. right click on it and click 'rename'

3. change the .ZIP to the proper file extension (.001, .002, .003, etc.)

4. Press 'enter' to save your changes

Make sure your anti-virus software is turned off during the game installation, as this can interfere with the installation and cause the setup to fail.

The game asks for extra files to be downloaded and they never downloaded, what can I do? Large file games are often broken into multiple file downloads in order to streamline the download process. When this happens, the secondary game files should be automatically downloaded upon completion of the primary game file. In some instances, the secondary downloads don’t occur properly.

If you’re having trouble downloading, please check to see how much space is available on your computer. You need to have more empty space available on your computer than the file you’re trying to download. If you're unsure about the size of the file being downloaded go to the website from which you choose to download the product and check the product description page.

Note: For some products, Games Customer Support can provide file links, so that you may download these game files independently. If you have difficulty downloading these files, please refer to the FAQ question "Why is my product not locating the extra game files?".

I have run out of activations/licenses, can I have more? The number of activations permitted varies by game. We're able to extend additional activations only in special circumstances. If special circumstances apply, you should contact Customer Service to inquire.

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