Hotmail, Yahoo, and
you use a webmail (hotmail or yahoo
for instance) email address, please ensure there is space in
its inbox, and that any correspondence we send you will not
be removed by spam filters. Our most common support problem
is email being rejected by spam filters or full inboxes.
Our Support Guarantee
work time (note that our working times are generally 9.00 AM
- 5.30 PM GMT, UK time) we guarantee a same day reply to your
email enquiry. We also strive to periodically check the email
accounts in the evenings and at weekends, however we cannot
guarantee an immediate response outside normal working hours.
our average turnaround times for support emails are under two
hours during work time, and under 12 hours at the weekend.
Account / Payment / Registration Issues
for any reason you have a problem with your account or with
registering the game, logging on to the customer panel, or a
payment problem, please try to include as much of the following
information as possible in your email in order to ensure a swift
- The name and email you used to buy
- Any transaction id for your payment,
and the method you used (credit card, echeck etc)
Submitting Bug Reports
you come across any bug or problem with the game and wish to
notify us, please email the support address with as much of
the following information as possible. We appreciate as much
detail as you have time to give, as it will drastically increase
our likelihood of fixing any problem.
Useful information to
include in a bug report:
- Version of the game you're running
- Operating system
- CPU type & speed
- Amount of physical memory
- Type of graphics card & driver
- If possible a detailed description
of what you were doing when the problem happened.
- Any screenshots of the problem (F11
in game dumps the screen to a 'screengrabs' folder)
A Note About Email Attachments
to the large amount of unsolicited email with attached viruses
that we receive, emails containing most common executable attachments
are discarded by our mail server. Please do not attach files
in your emails unless we request you to do so, as we will never
receive the email. We have implemented this policy in order
to improve response times to legitimate customers.