Customer Support

  • Welcome to PopCap.com Customer Support.  Have a nice day!

  • Welcome to PopCap.com Customer Support.  Have a nice day!

  • Welcome to PopCap.com Customer Support.  Have a nice day!

  • Welcome to PopCap.com Customer Support.  Have a nice day!

  • Welcome to PopCap.com Customer Support.  Have a nice day!

  • Welcome to PopCap.com Customer Support.  Have a nice day!

  • Solitaire Blitz tip: Did you know you can use the spacebar to draw from your Draw Pile?

  • Solitaire Blitz tip: Did you know you can use the spacebar to draw from your Draw Pile?

  • Solitaire Blitz tip: Did you know you can use the spacebar to draw from your Draw Pile?

  • Play Solitaire Blitz today!

General Support

New to PopCap?

What PopCap Games titles can be played on Facebook?

The following games are available on Facebook:

We have lots more in the works, so stay tuned for more info!  Visit our Facebook page for updates or post a comment there to tell us what games you would like to see:  http://www.facebook.com/PopCap

To play these games, you will need the latest version of Flash which you can download from:

http://get.adobe.com/flashplayer/

If you need assistance installing the latest version of flash, you may find instructions on the page: 

http://www.adobe.com/products/flashplayer/productinfo/instructions/

 
Need further help?

What PopCap Games titles can be played through the Google Chrome Web Store?

We are proud to have two free online games featured on the Google Chrome Web Store!  You can install Plants vs. Zombies and the best-yet free online version of Bejeweled directly to your browser's dashboard.

To play the games, you will need the latest version of Flash which you can download from:

http://get.adobe.com/flashplayer/

If you need assistance installing the latest version of flash, you may find instructions on the page: 

http://www.adobe.com/support/flashplayer/

 
Need further help?

Am I safe and secure with PopCap.com?

Yes, you are safe and secure with PopCap.com!  We work hard to ensure that our software and your purchase information are safe and secure. We do recommend that you take normal Internet security precautions: 

Account Information

PopCap Staff will never ask for your password for your PopCap user account, PayPal account or full credit card number. Please do not disclose this information to anyone. All PopCap transactions are completed through a secure server and we will never see your full payment details. 

The only information PopCap retains for verification purposes are the last four numbers and expiration date of your credit/debit card, or PayPal transaction ID. If you would like us to retrieve or change details on your account or order, we will ask you to verify this information and remind you not to reveal full credit card numbers or passwords.

Anti-Virus Protection

Some antivirus or personal firewall applications incorrectly identify our products as viruses and disrupt or block the software from downloading or registering. Please be assured that products that come from PopCap Games are virus free.  Typically, simply updating your antivirus software and definitions file will resolve any false identification of our products as threats.

Please visit your Anti Virus Software website for the latest virus definitions.

Add www.popcap.com to your "Safe" or "Trusted" Sites list.

We recommend you add our site to your list of "Safe" or "Trusted" Sites for your browser, firewall and virus scanners. Please refer to your software's help articles regarding adding safe/trusted sites.

Further questions or concerns?

We work with Anti-Virus Software Companies to ensure their records are up to date so PopCap products should not be falsely identified as potential virus threats. We recommend that you regularly update your software. If you have any concerns about virus alerts, please click Contact Us below and provide your anti-virus software name and version, as well as the game in question and the exact wording of the alert you received.

It is also a good idea to report any concerns directly to your antivirus provider so that they can investigate and provide a speedy resolution.

 
Need further help?

Can I submit game ideas to PopCap Games? What about suggestions for sequels?

We love that players get so into our games that they're inspired to create, write, imagine what could happen in a sequel.  And we wish we lived in a time when it was possible to share ideas and feedback of this sort without any kind of legal considerations.  Unfortunately, the world has gotten way too complicated for that sort of interaction to happen freely.  

However, if you've done something fantastic on the visual arts/crafts side of things, like baked a cake and decorated it with Plants vs Zombies imagery, or made your holiday wreath out of Chuzzles, we would love to see that!  Feel free to post photos of your fan creations to our Facebook page: http://www.facebook.com/PopCap

And if you're an aspiring game creator, you might want to look at our job openings!

 
Need further help?

How do I subscribe to PopCap's email newsletter?

If you wish to subscribe to PopCap Games' newsletter "The Fizz" for news, previews, competitions, tips and special offers, please simply click Contact Us below, and let us know that you are writing to subscribe to the newsletter.  We will add your email address for future mailings.

Note: If you use spam-filtering technology on your email, be sure to add us to your address book so you can receive your email uninterrupted from PopCap. Add this address to your list: feedback@enews.popcap.com.

If you no longer wish to receive the newsletter, you can use the "Unsubscribe" link that is included at the bottom of each email we send.

 
Need further help?

I have a business proposal for PopCap Games.

Thank you for your interest in PopCap Games. 

Please provide the following information in your inquiry: 
 
Website address:
Business name:
Your name:
Country:
Telephone number:
Any relevant information about your business and request:
 
We will forward your details to the regional Business Development team for review.  If your proposal is of interest to them, they will respond to you by email or telephone.
 
Need further help?

Is PopCap running any competitions or sweepstakes I can enter or might have already won?

If you have received a letter claiming that you have won a large cash payment, which includes a check payment and instructions to wire funds, please ignore this letter. This is not a legitimate PopCap competition.  Please do not deposit any check received or follow instructions in the letter.  We suggest that you report any suspicious letters or telephone calls to your local law enforcement agency.  We regret that our company name has been used for this fraudulent activity.

Facebook Bejeweled Blitz drawing

Please visit the Bejeweled Blitz Facebook page http://apps.facebook.com/bejeweledblitz for more information on this drawing.

Other competitions, sweepstakes or drawings

From time to time, PopCap will offer competitions on our official website, Twitter accounts or Facebook pages. Please stay tuned for information about future events!

 
Need further help?

PopCap Forums

I posted in the forum. How will I know when someone replies?

If you want to make sure you are notified of all replies to your posts, you can make the following update to your profile settings:

  1. Click on "My Profile" at the top of the page
  2. Click "General Settings" under "My Account" on the left hand side of the page
  3. Under "Messaging & Notification" you will see "Default Subscription Mode"
  4. Click on the drop-down menu to select your preferred subscription mode. You can choose to be notified of replies to posts you have made either on the page only or through email notifications.
 
Need further help?

Can I change my username for the forum?

After creating your forum user account, there is no way to go back and edit your username.  Please contact the forum moderators for assistance, and we will be happy to make the change for you.

 
Need further help?

I posted in the forum but my thread is gone!

In most cases, your thread has not been deleted but simply moved.  When multiple threads are created that all pertain to the same subject, we merge them together for clarity.  We strongly recommend when you come to the forum that you start by looking over the existing threads to see if your issue is already being discussed.  Then you can simply add your comment to the ongoing discussion rather than starting a new thread.

If you come back and cannot find the thread you started, try clicking on your username and choosing "View Forum Posts."  This will bring you to a list of your previous posts, and you can click on the thread your post was moved to.  

Best of all, your question may already have been answered within that thread!  That's another reason we recommend looking for existing threads before asking your question.

There are, of course, reasons we may have actually deleted a post or thread.  Please try to keep the tone and language of your posts civil, polite, and all-ages appropriate to avoid the risk of deletion.

 
Need further help?

Billing & Purchasing

I have not received my order confirmation email, but I was charged for the game!

If you placed an order on PopCap.com and have not received an email confirmation of your purchase but have confirmed that a transaction was processed with your bank, credit card company, or PayPal, please do not repeat the purchase process.  Though email receipts are typically sent instantly, it is possible for delays to occur due to high traffic on the site.  It is also possible that our email may have been sent to your spam or junk folder, or that you use multiple email addresses and may be checking a different one than you used to make the purchase.  Please check all your email accounts and the spam folders for each.

If you cannot locate your order receipt email, please click Contact Us below, and include as much of the following information as you can:

  • Title of the game(s) ordered
  • Email address used
  • First and Last Name 
  • Zip Code 
  • Whether you used a credit/debit card or PayPal
  • If you paid by PayPal and have received an email confirmation from them, what is the Transaction ID they sent you?
 
Need further help?

How to register a game!

Now that you have purchased and installed your PC or Mac download game from PopCap.com, there is only one more step before you can play the full version of the game!  

Since all games when first downloaded are free trial versions, they must be registered to unlock the game for unlimited play.  Registration is a simple process that shouldn't take more than a minute.  All you need is a live Internet connection and your PopCap Games Order Number!

To register your game:

  1. Launch the installed free trial version.
  2. On the launch screen, you will see the options to Play or Buy Now, as well the prompt that reads "Already purchased this game?" OR "Already Purchased? Enter Info."
  3. Click on the "Already purchased" option.
  4. You will be prompted to enter your Order Number.  (It looks something like POP123456789 and can be found in your order confirmation email.)
  5. Click the Register button.
  6. A browser window should open and connect you to our site. Wait until you see the successful registration confirmation message appear in the browser, displaying your registration key.
  7. There will be a large yellow button on the page, labelled Register Now. Click this button.
  8. Then, minimize the browser to see the free trial launch window again, which should now have a button that reads "Continue."  Click that button to start playing your game!

If the instructions above did not successfully register your game:

  • If you are having difficulty with any online processes, it's always a good idea to clear your browser cache and cookies and try again.  Click here for instructions.
  • Another possible block to the registration process may be your firewall or virus scanner. We recommend you add our site to your list of "Safe" or "Trusted" Sites for your browser, firewall and virus scanners. Please refer to your software's help articles regarding adding safe/trusted sites.

Still having trouble?  Click here for further assistance registering games on a PC.

Your order number doesn't look like POP123456789?  Or you only have a registration key instead of an order number?  Click here for more information.

Your game is asking for a license name and key combination rather than an Order Number?  Click here.

If you are having trouble registering games on a Mac, please click Contact Us.

 
Need further help?

What payment methods are accepted on PopCap.com?

The main payment methods available are as follows:

  • Visa
  • Mastercard
  • American Express
  • PayPal

We apologize that we are unable to accept gift cards.  

There may be different billing methods available depending on your geographic location. Add a game to the Shopping Cart and select the applicable billing option.

Australian Customers Only:

We regret that our new International billing partner does not yet support payments by American Express credit cards in Australia. We are working with our billing partner to resolve this issue and hope to make this payment method available to you again as soon as possible. We sincerely apologize for any inconvenience caused to you.

 
Need further help?

How to purchase a game from PopCap.com

PopCap.com has some of the greatest games on the planet!  If I didn't already own each and every one of them, I'd be buying some too!  Here's what you need to know in order to purchase a game from PopCap.com:

Free Trial Downloads are available for every PC and Mac title!

They're Free!  They're Trials!  They're Downloadable!

They're a great idea, and I'll tell you why:

  • You can play the game for an hour or a limited number of levels (the type of free trial depends on the game) before you buy it!  
  • You can try as many games as you like.  Try them all!
  • You can make sure the game works properly on your computer.  This is important, because not all computers are the same.  We recommend reviewing the System Requirements for each game, but there are so many variables between systems that it's just safest to try the game out first.  If you have any trouble running the free trial, click Contact Us below to reach our Customer Support Team for help!

So now that I've gotten you all excited about free trial downloads, go on back to the Games page, choose a game, and click Download on the game page to get started!  

No really, go ahead.  I'll wait!

(An hour passes during which you have fallen completely in love with a game...let's say Zuma.  I love Zuma.)

Hey, you're back!  And Zuma has you spellbound, eager to keep unlocking new temples and blasting balls?  I never doubted it for a minute.  So now, let's go on to the next step:

How to purchase a game from PopCap.com:

There are two equally simple ways to buy a game from PopCap.com.  One is through the downloaded free trial version you've been playing, and the other is through the website itself.  At any point during your free trial, click Buy Now in the game menu to instantly add the game to the Cart.  But since you're here on the site right now reading about this, let's assume you didn't do that yet and instead walk you through the website process.

Remember when I suggested going to the Games page, choosing a game, then clicking Download on that game's page?  I know you do, because that's how you found Zuma, and we never forget the way we meet a true love!  So let's go back to the game page now, where right under that Download button, you will see a very similar button called Buy Now.

Click that Buy Now button, and you will be taken to the Cart page, where you will see your game waiting in the Cart.

The Cart page offers you some choices, and we'll walk you through them briefly:

  • Do you have a coupon code or gift certificate?  If so, simply paste or type the code into the Add Coupon Code or Gift Certificate field and click Add.  
  • You may be shown the option to add a backup CD-ROM to your order.  (Wait--what's that?)  

When you're ready to proceed, just click Checkout! 

Next, it's time to enter your billing information and choose your preferred payment method (Wait--what are my options?).  Just enter your first name, last name, and the zip code associated with your billing address, then the email address where we should send your order confirmation receipt.  

If you're paying by credit/debit card, simply enter the card number, expiration date, and CVN.  If you prefer to use PayPal, click the radio button beside Pay by PayPal.  Whichever you choose, click Review Order to proceed.

If you are paying by credit or debit card, you will be taken to the final review order page.  Check that the information on the screen is all correct, then click Place Order.

If you are paying by PayPal, check that the information on the screen is correct, then click Proceed to PayPal.  You will be prompted to sign into your PayPal account.  If you do not have a PayPal account, you can create one at this stage.  If you prefer to go back and pay by credit card instead, you can click "Cancel and return to PopCap Games".  

Once you have signed into your PayPal account, click Continue.  You will return to your PopCap.com Shopping Cart and see a button labelled Complete Order.

That's it!  After you have placed your order, you will see your order confirmation page containing a download link for your game and the Order Number (POPID) you will need to register your game.  This information will also be sent to the email address you entered in the Cart.  

Enjoy your game!

 
Need further help?

Purchasing Questions

Where can I find PopCap Games on CD-ROM in Germany?

A wide selection of PopCap Games titles are available for purchase in Germany from a variety of locations. Please visit the website below to find a location near you:

http://www.rondomedia.de/about-us.html

If you require assistance with your CD-ROM purchase, please contact our publishing and distribution partner for assistance:

http://www.rondomedia.de/support.html

 
Need further help?

I am unhappy with my purchase; how do I get a refund?

If, despite best attempts to resolve a problem through troubleshooting and investigation, we are unable to resolve an issue, we will replace the game title with another or refund the game within 90 days of purchase where applicable.  (Refunds are possible for up to 60 or 90 days of the order, depending on your payment type). This applies to purchases made on www.popcap.com only. We cannot refund an order placed with an Affiliate Partner or other portal site.

If you are experiencing a problem with a CD-ROM version purchased in a retail store, please return it to the store for replacement.

 
Need further help?

I already purchased one version of a game; can I get a discount on an alternate platform version?

Unfortunately, we are unable to offer discounts or promotional codes for use on other sites or at retail stores. 

However, if you've purchased a Mac or PC download game from PopCap.com, you will be able to register the alternate version as well (if it exists--not all PC titles are also available for Mac)!  Registering the alternate version will simply use one of your licenses.

 
Need further help?

How to use a coupon code or gift certificate on PopCap.com

Have you been given a coupon code or a gift certificate for PopCap.com?  You lucky gamer! Here's all you need to know to redeem your code:

  1. Visit www.popcap.com and select a game from Download Games
  2. Add the game to the Shopping Cart by clicking Buy Now
  3. On the Shopping Cart page, there will be a field labelled Add Coupon Code or Gift Certificate.  Simply paste or type your code into that field, then click Add.  
Your discount will be applied immediately when the page refreshes!
 
*Note regarding gift certificates:
They can only be redeemed in the same currency used for the gift certificate purchase.  If you are in a region that uses a different currency than the gift certificate was issued for, please Contact Us for assistance.
 
Need further help?

What PopCap Games titles are available on CD-ROM at retail stores?

PopCap Games are available on CD-ROM in several countries as well as from many online retailers!  See below for titles and retail partners in the United States & Canada.  

For information on CD-ROMs in the following countries:
  • UK & Ireland, click here.
  • Australia, click here.
  • Germany, click here.
CD-ROMs at US & Canada retail locations may include the following games:
  • Amazing Adventures: The Lost Tomb *
  • Amazing Adventures: Around the World *
  • Amazing Adventures: The Caribbean Secret *
  • Amazing Adventures: The Forgotten Dynasty *
  • Bejeweled 
  • Bejeweled 2 
  • Bejeweled 3
  • Bejeweled Twist *
  • Bookworm 
  • Bookworm Adventures *
  • Chuzzle *
  • Escape Rosecliff Island
  • Escape Whisper Valley 
  • Escape the Emerald Star 
  • Feeding Frenzy 2 *
  • Insaniquarium *
  • Mahjong Escape: Ancient China *
  • Mystery P.I.: The London Caper 
  • Mystery P.I.: Lost in Los Angeles 
  • Mystery P.I.: The Lottery Ticket *
  • Mystery P.I.: New York Fortune *
  • Mystery P.I.: The Vegas Heist *
  • Mystery P.I.: Stolen in San Francisco
  • Mystery P.I.: The Curious Case of Counterfeit Cove *
  • Peggle 
  • Peggle Nights * 
  • Plants vs Zombies
  • Vacation Quest: The Hawaiian Islands 
  • Vacation Quest: Australia *
  • The Wizard's Pen *
  • Zuma 
  • Zuma's Revenge 
* indicates PC only 
 
PopCap Games products are available at the following (US) retail locations:

In Canada, please visit http://www.futureshop.ca

While we attempt to be thorough and stay as current as possible with this list, this may not be a complete list of retail locations, and inventory will vary based on the individual location. Please check your local store for details.
 
Some of these stores may have an international franchise operating in your country, and may stock the games, or be able to order them for you. Please check their local store website for details. 
 
Need further help?

I have a question about a charge to my credit/debit card or PayPal account.

If you see unfamiliar or incorrect charges listed on your account, please click Contact Us below to ask our Customer Support team for assistance.  

 
Need further help?

What is a backup CD-ROM?

When you purchase a download game from PopCap.com, you may see the option to Add a Backup CD-ROM for your game.  A backup CD-ROM is a disk containing the downloadable installer file for your purchased game.  It will also contain several additional free trial versions for other PopCap titles.

Backup CD-ROMs DO:

  • Include the downloadable installer for the free trial version of your purchased product as well as several other PopCap titles.  
  • Require that you can access the Internet to complete the online registration process for your purchased game.
  • Save time/bandwidth if downloading large files is an issue for you!
  • Include a 50% off coupon code for a future purchase from PopCap.com!

Backup CD-ROMs DO NOT:

  • Allow you to install your game on computers without Internet access.  Registration is still required to unlock the full version of the game!

Don't see the option to add a backup CD-ROM?  This may be due to one of the following limitations:

  • Backup CD-ROMs are not available when purchasing a game bundle (several titles for a combined lower price).
  • Backup CD-ROMs are available in the United States and Canada only at this time due to shipping limitations (sorry--we're working on it!).  
  • Only the English language versions of the games are available on backup CD-ROM currently.  
  • Finally, not all games are available in this format.  You may have one or more games in your cart which would not be offered on backup CD-ROM.

Can I order a backup CD-ROM for games I have purchased in the past?

No, backup CD-ROMs must be added to the cart at the same time the download version is purchased.  There is no way to order a backup CD-ROM after the fact.

If I order several titles at once, will I receive a backup CD-ROM for each game?

No.  If you place an order for more than one game title, they will all arrive on one disk.

After I receive my backup CD-ROM, where will I find the 50% off coupon code?

To obtain your 50% off coupon code, simply insert your backup CD-ROM. It is not necessary to run any of the installers in order to view the code. At the very top of the auto-run screen, you will see the coupon code displayed.

 
Need further help?

How can I purchase a game as a gift for someone else?

Want to share the love of your favorite game with a friend?  Have a kid in the family who would love practicing spelling with Lex in Bookworm Adventures?  There are several ways to give the gift of PopCap games!  Below, you'll find a list of basic questions to help you with this process.

1. Are you buying a gift for a Mac or PC user?  

To view our list of Mac titles, click here.  To view our PC titles, click here.  It's important to give the right version, as they are not interchangeable.

2. Will the recipient be installing the game on a computer with Internet access?

All PC and Mac games purchased directly from PopCap.com require an online registration process.  This means they cannot be installed on computers that don't have the ability to access the Internet.  If the game is for someone without an Internet connection, please take a look at our list of games available on retail CD-ROM, as no registration process is required for games bought in this format.

If the game is being given to someone with an Internet connection, then a download version from PopCap.com is the fastest and simplest way to send the gift!  You can simply complete the purchase yourself and forward the email receipt OR enter the email address of the intended recipient rather than your own in the purchase process.  

At this time, PopCap does not sell gift certificates, but we may do so again in the future.

Thanks for loving our games and spreading the word to friends and family!  

 
Need further help?

I have purchased the wrong game or ordered the same game more than once!

It happens to everyone... you go to buy Bookworm Adventures Volume 2 and wind up accidentally clicking on Bookworm Adventures instead.  

No problem - we're happy to help!

Click Contact Us below, and let us know what game or version you intended to order.  We'll perform the exchange and send you the correct receipt!

Or you're buying a game for your Mac at home, but you're using your office PC to do it, so you wind up inadvertently ordering the PC version of the game.

This one's even easier--just download the correct version of the game from our website.  The same Order Number will register both the Mac & PC versions of the same title!

Or if you just bought the same game twice by accident, we can help with that too. We're happy to exchange the duplicate order for any other title from PopCap.com (please let us know which one you'd like!), or to refund the duplicate transaction. Refunds are possible for up to 60 or 90 days of the order, depending on your payment type.

 
Need further help?

Where can I find PopCap Games on CD-ROM in the UK & Ireland?

We are pleased to confirm that retail versions of the following games are available for purchase from retail stores in the UK and Ireland: 

  • Amazing Adventures: The Lost Tomb
  • Bejeweled 
  • Bejeweled 2
  • Bejeweled Twist
  • Bookworm
  • Bookworm Adventures
  • Chuzzle
  • Feeding Frenzy 2
  • Insaniquarium
  • Mahjong Escape: Ancient China
  • Mystery P.I.: The Lottery Ticket
  • Mystery P.I.: Vegas Heist
  • Peggle
  • Pizza Frenzy
  • Zuma
You may purchase these games in the following stores and many other retail outlets: 
 
UK: 
  • Curry’s
  • Woolworth’s
  • ASDA 
UK & Ireland:
  • Game
  • PC World
Online: 
The retail versions of our games DO NOT require internet connection to register and play the game. Simply insert the disc to install the game. We hope to add more titles and stores in the coming months. Enjoy your game!
 
Need further help?

When will I receive the game I ordered?

If you have ordered a download game from PopCap.com, you can download, install, and register it immediately upon completing the purchase!  As soon as you finish the shopping cart process, you will be shown a copy of your order receipt right in your browser window.  From that page, you can download and install the free trial (if you have not already done so).  Your Order Number will also be displayed on that page, and that's all you'll need to register the game!

If your order included any physical products, such as a backup CD-ROM copy of your purchased game, please allow 7-14 days for delivery by USPS.  

If your order was completed more than 14 days ago, and you have not received your backup CD-ROM, please click Contact Us below to request assistance.  We can reship backup CD-ROMs within 90 days of the original order date.

 
Need further help?

I'm having trouble completing my purchase.

Our first and simplest suggestion is to clear your browser cache and cookies (click here for instructions!).  Any time an attempted action fails to process completely, this is a good first step.  

It may also help to restart your browser or try an alternate browser.

Did you receive a message saying "A problem occurred processing your order" or "Please correct the items in red"?

Your order attempt may have been unsuccessful due to an error in the billing details provided or a restriction from your bank/credit card company. This may be due to the following:

  • Missing or incorrect information for your payment method.
  • The credit card company does not recognize the transaction.

Please contact your bank/credit card company to confirm the data you are entering matches their records and inform them that you are trying to use the card to purchase a game online. If you are using a branded card, confirm if you should enter this as a credit or a debit card.

 
Need further help?

Where can I find PopCap Games on CD-ROM in Australia?

We are pleased to confirm that retail versions of the following games are available for purchase from retail stores in Australia: 

  • Bejeweled
  • Bejeweled 2
  • Bejeweled Twist
  • Bookworm Adventures
  • Bookworm
  • Chuzzle
  • Insaniquarium
  • Mystery P.I. The Lottery Ticket
  • Peggle
  • Zuma
You may purchase these games in the following stores and many other retail outlets: 
Enjoy your game!
 
Need further help?

Order Information (My Games)

What is the difference between an Order Number and a Registration Key?

When you place an order for a game, you will receive an Order Number. It should start with POP followed by a series of numbers. This is what you will use to register your game. When you successfully register your game, you will receive a unique Registration Key. The Registration Key will take the form of a series of numbers and letters.

Please note that the Registration Key is valid for use only with the computer that generated it; it cannot be used on another computer to register the game.  Also, major changes to your system (such as reformatting your hard drive or replacing hardware components within your computer) will invalidate a registration key. You will need to use your original Order Number to generate a new Registration Key if you reinstall the game on a reformatted computer or on a second computer in your home.

Lost your Order Number? Click here for help finding order information!

 
Need further help?

I need help locating order information for games I have purchased from PopCap.com.

If you're trying to install or register a game you bought from PopCap.com, but you no longer have the email receipt, there are a couple of simple ways to retrieve the information you need!

Have you created your PopCap.com user account?  If you sign up for a free user account, you will always have the option to view your Order History.  

How does this help you right now?  Well, if you are still using the same email address you used when you made your purchases on PopCap.com, then your Order History is already right there waiting for you when you create your account!  That makes this the fastest and easiest way to recover your games!

If you have changed email addresses, or you don't see some orders in your History, click Contact Us below for help.  Here's the information that will be most helpful to our Customer Support team in looking for your orders:

(Don't worry--we don't expect you to have all of this information!  But as many of the following details as you can provide will help us help you faster!)

  • First and Last name associated with the order
  • Zip code associated with the billing address
  • A general timeframe for when you made the purchase
  • What game title(s) you are looking for
  • Any email addresses you may have used when you placed the order(s)
  • Whether you paid by credit/debit card or PayPal or got the game with a coupon code/promotional offer/gift certificate

If you have a user account now and would like us to make sure all your past orders are now associated with your account, please indicate in your help request which email address you would like all your orders to be listed under for the future!

 
Need further help?

How do I view my online Order History?

If you would like to locate your previous orders made on PopCap.com, please log into or create a PopCap User Account.

  1. Click on Sign In/Sign Up (top right corner of the page).
  2. If you have a PopCap User Account or Passport Account already, enter your email address and password to Sign In.
  3. If you do not yet have a User Account, enter your email address, then enter your chosen password in both fields and click Create my account.
  4. If you have any orders associated with your current email address, you will now be taken directly to your order history!

A game I purchased doesn't appear in my order history -- where is it?

Your order history only displays the orders placed on PopCap.com and associated with the email address registered on your account.  

If you have placed orders on PopCap.com using multiple email addresses:

We are more than happy to help by consolidating your orders so that they will all appear on the same account!  Click Contact Us below, and be sure to include any information that will help us locate the orders.  Typically, if you know the exact email addresses used on all your past orders, that should be all we need, but if you're not sure about the email addresses, make sure to include the first and last name on the orders and if possible the zip code associated with your billing address.  If you know the names of the games you're not seeing on your account currently, that lets us know what we're looking for!

If you have ordered PopCap Games from other websites/companies:

Unfortunately, there is no way we can add those to your PopCap.com order history. We don't have access to our partners' order databases and cannot retrieve any order information from them.

What does "Licenses" mean?

This is the number of licenses or registrations left on your game order. All games start out with 5 licenses. Whenever you register your game on a new or reformatted computer, you will use one license. If you use up all of your licenses due to regular reformatting, don't worry, we can issue some more!  Please click Contact Us below to request assistance.

 
Need further help?

Affiliate sites which also sell PopCap Games products

PopCap Games are also sold by a number of affiliate partner sites.  If you have purchased one of our titles from any site other than PopCap.com, we will not be able to locate your order information.  Please contact the relevant partner's support team for assistance. Below is a list of many affiliate sites which carry our games as well as direct links to their support pages. 

AOL Games / Support

Apple / Support

Astatix / Support

Big Fish Games / Support

BigPond Games Arena / Support

Boonty / Support

Comcast Games (Chill) / Support

EGames / Support

GameHouse / Support

GSN / Support

HP WildTangent / Support

Incredigames / Support

iPlay / Support

iWin / Support

MSN Games Zone / Support

MumboJumbo / Support

Oberon Games / Support

PlayFirst / Support

Pogo / Support

RealArcade / Support

Shockwave / Support

Station / Support

SpinTop / Support

Steam (Valve Corporation) / Support

TalkTalk (Bluefish Media) / Support

TryMedia / Support

WildTangent (WildGames) / Support

Yahoo! Games / Support

Zylom / Support      

 
Need further help?

When I buy a game from PopCap.com, how many times can I install it?

When you purchase a game from PopCap.com, it includes 5 licenses.  This means you can download, install, and register the game up to 5 times or on up to 5 different computers (all computers must be of the same platform and must be capable of connecting to the Internet to complete the online registration process).

If you use up all your licenses due to reformatting or hardware replacement, please click Contact Us for assistance.

 
Need further help?

Games - General Information

What is coming up from PopCap Games?

One of the most common questions we receive is:

"When will my favorite game be available on my preferred device?"

Okay, so no one ever says exactly those words, because that's a hypothetical wording.  But you get the gist.  Everyone is eager for news on a sequel to their favorite game, or for that game to be ported to their mobile phone or gaming console, and we wish we could answer those questions, because we totally relate to that excitement!  

Unfortunately, the answer is usually that we don't know, and even if we did know, we couldn't say.  We're sworn to secrecy about information that hasn't yet been shared with the public.  

So if you want to drop us a line and let us know what game you most hope to see on what alternate platform, we'd love to hear from you on that subject!  We do make notes on all this feedback and pass it on to our developers for consideration in choosing upcoming projects.  Just keep in mind that we won't be able to respond in any kind of detail, not even to say "hot" or "cold," unless the game you're asking about has already been announced.

 
Need further help?

When will you port more games to my favorite console or device?

Here at PopCap, we have a couple of major goals: for our games to be enjoyed by anyone, anywhere, and for our games to be the very, very best!  So you can count on the fact that if there is a device or platform out there that would be a great way to play PopCap games, we've got plans for it!  And our drive for excellence means that each new version of a game takes time to get right--we want to make sure it plays well, that the different controls and options unique to each platform are used to their full extent, and above all that it's every bit as much fun as the original game!  (Sometimes, it may even be more fun.  That's a matter of opinion, of course, but that's the idea--for the Xbox version of a game to be more than just the PC game on an Xbox, for it to be its own singular experience.)

So we can't tell you exactly what's coming or when!  We are always happy to hear from players about what game they're looking forward to and what device they'd like to see us develop for, so click Contact Us if you have a request.  And thanks for your patience--it will be worth the wait!

 
Need further help?

Whatever happened to...

Looking for a game you remember playing or purchasing on PopCap.com but can no longer find on the site?  

I bought a game called "<game> Deluxe", but now I can only find <game>?

In the early days of PopCap.com, we started out with only free online versions of our games. Then, when we first put up a full, downloadable version of a game for sale, we wanted to name it clearly, so everyone would know it was still the same game, but a bigger, better version of it!

Eventually, though, it seemed like the distinction was clear, and having this extra word in all of our titles didn't have as much of a purpose.  So we just dropped it from new game titles.  And then, for clarity and esthetics, we dropped it from all game titles.  But don't worry, the games themselves are still the exact same "deluxe" versions they always were; they're just now referred to only as the "download" versions.

I bought Diamond Mine or Bespelled years ago. 

Diamond Mine was the original title for the game Bejeweled.  Bespelled was once an alternate title for Bookworm.  Click here for instructions on locating old orders.

I loved playing Candy Train!  Is that game still available?

Candy Train was one of our free online games for many years, and it was taken off the site, but it was not forgotten!  We heard from scores of loyal Candy Train-ers who missed conducting that sweet sweet ride, and we are proud to have released it as a free app for iPhone/iPod Touch, and iPad!  Visit iTunes or the App Store to download your sugary fix today.

What about those multi-player online games like Piggy Poker and Psychobabble?

Unfortunately, we had to remove those from the site in August 2006.  We were unable to monitor the live interactions closely enough to maintain a safe, family-friendly gaming environment for all visitors.  We haven't forgotten these beloved games, and we do hope to find a way to bring them back in some form!

I know there used to be more titles on the Online Games page...

You're right; we regret that some of the free online games had to be removed due to updates in the technology that made them incompatible with newer browsers.  We've left some up despite that issue, because we just can't bear to part with them ourselves!  But the download versions are still available for most of the games, and we hope you'll give them a try!  

But hey, some games have disappeared from the Download Games page too!

You're not wrong.  We've reorganized the page, and so the list at the top isn't fully loaded with all the available titles for download from PopCap.com.  Scroll down the page, and you'll find a category called The PopCap Vault!  That's where we've moved a number of classic games such as the original Bejeweled, so as to let our newest games have center stage.

There are still some other games you may notice are missing.  Unfortunately, as new Operating Systems have been released, some of our oldest games were just not found to work properly on the new systems.  We removed the games from the site rather than cause greater confusion and frustration.  The games removed from the site for this reason are:

  • Alchemy for Mac
  • Atomica (PC)
  • Bejeweled for Mac
  • Big Money for Mac
  • Bonnie's Bookstore for Mac
  • Mummy Maze (PC/Mac)
  • NingPo MahJong (PC)
  • Noah's Ark (PC)
  • Seven Seas (PC/Mac) 
  • TipTop (PC)
  • Word Harmony (PC)

If you purchased these games in the past and need help retrieving your order information, click  here.

I played Baking Life on Facebook.  Where did it go?

As of January 31, 2012, Baking Life has been discontinued.  We're sorry to disappoint the fans of this game, but we have a lot of new and very exciting projects on the way!  In the meantime, why not head over to the Sims Social?  Or try Bejeweled Blitz and Zuma Blitz!  

I have further questions about a game you haven't listed.

Click here for instructions on retrieving past order information from PopCap.com.  Click Contact Us below if you have other questions or concerns.

 
Need further help?

Important Health and Safety Information

A very small percentage of people may experience a seizure when exposed to certain visual images, including certain light patterns, flashing lights, or saturated red colors. Exposure to certain patterns or backgrounds on a video monitor, or while playing video games attached to a television set, may induce an epileptic-like seizure.

These conditions may induce previously undetected epileptic symptoms even in persons who have no history of prior seizures or epilepsy. If you, or anyone in your family, have a history of epilepsy or seizures, consult your physician prior to playing.

Immediately stop playing and consult a doctor if you experience any of the following symptoms:

  • Dizziness
  • Altered vision
  • Eye or muscle twitches
  • Loss of awareness
  • Disorientation
  • Involuntary movement or convulsions

Parents should watch for or ask their children about the above symptoms - children and teenagers are more likely than adults to experience these seizures.

To reduce the likelihood of a seizure when playing video games:

  • Sit or stand as far from the screen as possible.
  • Play video games on the smallest available television screen.
  • Do not play if you are tired or need sleep.
  • Play in a well-lit room.
  • Take a 10 to 15 minute break every hour.
 
Need further help?

The Bejeweled Blitz download game for PC has disappeared. What happened?

We have discontinued the PC download version of Bejeweled Blitz. While we are able to constantly update and improve the online and iOS versions of the game, the PC version is far less flexible to maintain.  Rather than divide our focus, we are devoting our energies to keeping Bejeweled Blitz awesome, consistent, and consistently awesome across our primary platforms for this title: Facebook and iOS devices.

What if I already bought the game and need to download it again?

Your original order receipt contains the download link for the game, and you will be able to download the game again from that link.  (If you need help retrieving your order information, click here.)  

Does this mean my game will stop working?

We will no longer be updating Bejeweled Blitz for PC, which means that future changes to the connectivity features may result in the game’s no longer connecting to Facebook.  The offline mode will still be available for full-screen play and for playing without an Internet connection. 

Changes to your Operating System or hardware in particular are always potential causes of software incompatibility, and while we typically release updates for our games whenever possible to keep the games running on the new systems, the PC version of Bejeweled Blitz will not be included in any future compatibility updates.

What about my Gold Coins?

Don’t worry—they’re not going anywhere!  Your Gold Coins are tied to your Facebook account, and that information is stored on our server, not on your computer.  The Coins you’ve earned and/or bought are still there, waiting for you to use them next time you play in your browser or on your iOS device while connected to Facebook.  Silver Coins earned from offline play within Bejeweled Blitz PC Download cannot be transferred to Bejeweled Blitz on Facebook, but that has never been a feature of the game.

If I can’t use Bejeweled Blitz anymore, can I exchange it for another game? 

Certainly! Please contact Customer Support with your order information and we will be happy to assist you.  

If you’re looking for more great Bejeweled action, check out the free trial versions of these games:

 

Bejeweled 3

The biggest, brightest Bejeweled ever!  Play eight game modes, including new innovations like Poker, Butterfly, and  Quest, plus familiar favorites like Classic, Zen and Lightning.  The game has all the fun of the original Bejeweled, plus amazing graphics and dazzling new gameplay.
     
  

Bejeweled Twist

A brilliant new way to play Bejeweled.  Try this one out, and you’ll be looking at the whole world around you as stuff you can spin!

What if I just really love Bejeweled Blitz?  Are there other ways to play?

You bet there are!  There’s still the original online version on Facebook, and your experience points and Gold Coins are still there for you!  There’s also:

We’ve got plans for even more Bejeweled excitement, so stay tuned!

I purchased Bejeweled Blitz on CD-ROM; what can you do for me?

Please contact Customer Support for assistance.  We will be more than happy to exchange your game for any PopCap.com download title (proof of purchase required for exchange).

 
Need further help?

How can I find out more about my game?

Need some instructions? Looking for more information on system requirements? Who are the awesome people who make your favorite games? The answers to these questions are available in the README files!

To locate the Readme file for your games from PopCap, please follow these easy steps:

PC

  1. Click Start at the bottom left corner of your screen.
  2. Click All Programs.
  3. Highlight the PopCap Games folder.
  4. Highlight the name of your game.
  5. Select View Readme.

Mac

  1. Locate the downloaded installation file on your desk top - it will be in the form of a PopCap icon with the game name.
  2. Click this to open it.
  3. Under "Read Me First" Select Readme.

You may also locate the Read Me files on the download page for each game.

Still have questions after perusing the Readme file?  Contact our Customer Support team!  We're all fans ourselves, and we'll do our best to help you beat a level you're struggling with or point you toward a great resource for the information you're looking for.

Also, have you seen our forums, where you can post questions about our games for other players?  The discussions are going strong, so come share your wisdom and learn from other fans!

 
Need further help?

How to install a game!

How to install a PC game from PopCap.com:

  1. Find your game on the All Games page.
  2. Select the game you want to download.
  3. On the game page select the Try Free button.
  4. Select Run to download the game.
  5. Following the download, select Run and follow the installation instructions.
  6. If you do not uncheck the "Launch game now" option, your game should start automatically.  Otherwise, launch the game by double clicking the icon on your desktop or locating and opening the icon in the Start Menu/All Programs/PopCap Games/<game name> folder.
  7. Click the PLAY button to begin your free trial!  If you have already purchased the game, click here for instructions on registering to unlock the full version!

How to install a Mac game from PopCap.com:

  1. Find your game on the All Games page.
  2. Select the game you want to download.
  3. On the game page select the Try Free button to download the game.
  4. Following the download, follow the installation instructions.
  5. Upon completion of installation, launch the game to play.
  6. Click the PLAY button to begin your free trial!  If you have already purchased the game, click here for instructions on registering to unlock the full version!
 
Need further help?

Bejeweled Blitz on Google+ is being discontinued.

As of June 18, 2012, Bejeweled Blitz on Google+ will be taken offline. We thank all our loyal players and apologize for the disappointing news.

We have disabled the option to purchase coins or additional spins. Coins you have earned or purchased in Bejeweled Blitz on Google+ cannot be transferred to any other version of Bejeweled Blitz or any other game on Google+. We encourage you to use your remaining Coins before June 18.

Thank you again for joining us on Google+, and we hope you will continue to enjoy Bejeweled in its many forms, present and future! 

 
Need further help?

How to uninstall a game.

Uninstalling games on a PC:

  1. Use the uninstall tool located in the game's folder (Start Menu/All Programs/PopCap Games/Product Folder).
  2. A dialog box may appear that has a marked checkbox and the text "Leave configuration and userdata".  Unchecking the box will fully clear your game's data.  Leaving the box checked should preserve game progress and scores. Click OK/YES.

Your game will now be successfully uninstalled.

Uninstalling games on a Mac:

  1. Drag the application to the TRASH

Your game will now be successfully uninstalled.

 
Need further help?

I purchased and registered the game, so why are some levels within the game still locked?

Many of our games have levels that are "locked" when you begin to play. This is because they are either more difficult and require the level of proficiency in the game attained by playing through the earlier sections, or because they are meant as rewards for achievements earned in the other sections. The appearance of certain areas of the game as "Locked" does not indicate your game has not been successfully registered.

For instance, in Bookworm Adventures, only Adventure mode can be played at the start. Once you have completed Book 1 of the Adventure mode, you gain access to the Tome of Knowledge. After completing Book 2, the Mini-Games area is unlocked.

In Zuma, there are some layouts in Gauntlet mode that appear only as "?" because they cannot be played until the game has assessed the player's skill level as advanced enough. 

So enjoy the challenge, and hone your skills!  You'll find that the games open up one area after another, giving you the satisfaction of victory as well as the enticement of a new skill to learn, a new tool to wield, a new boss battle to WHOMP!  

 
Need further help?

Game Tips

What do I do if the game tells me to "right click" but I have just one mouse button?

If you're a Mac user, you may have only one mouse button and find it vexing when programs seem to expect you to have two.  Don't worry, there's an easy trick!  On Mac, to mimic the right-clicking function, simply hold down the Ctrl key on your keyboard while you click your mouse. This will allow you to rotate puzzle pieces in Escape Rosecliff Island, change ball colors in Zuma, and... well, change ball colors in Zuma's Revenge!  Lists look best in threes, don't they? (Even if sometimes it's a stretch to make it happen.)

 
Need further help?

How do I switch between Full-Screen and Windowed mode in the game?

In order to change the display of your game from the small, windowed version to full screen mode or back again, please do the following:

  1. Launch the game.
  2. Click on "Click here to Play" which should open the game to the Main Menu.
  3. Click on "Options" (If you are playing Bookworm, click "Classic Game" and then "Options").
  4. Click the radio button next to "Full Screen".
  5. Click on "Done".
  6. This will return you to the Main Menu, and you can play your game!

On a PC, you can also hit ALT and ENTER (together) on your keyboard to switch between full screen and windowed mode, which will work with most of our titles.

 
Need further help?

Which PopCap titles have a color blind mode?

The following PopCap Games have a color blind mode which can be turned on from Options in the games' Main Menu:

  • AstroPop
  • Atomica
  • Chuzzle
  • Peggle
  • Peggle Nights
  • Zuma Blitz (online)
  • Zuma's Revenge

Many of our other titles, such as Hammer Heads, Insaniquarium, and Feeding Frenzy (1 & 2) for example, have differently shaped and drawn components such that no colorblind mode was found to be necessary to enjoy them.

We do try to add a colorblind mode to any game where it is feasible to do so, as well as where it is judged that it would be helpful. With the game Zuma, it was believed that the different patterns that adorn the differently colored balls would be sufficient to differentiate them. It may be easier to see these patterns if you try turning off 3D Acceleration in the game's Options menu, which would cause the balls to slide rather than roll.

Most importantly, please feel free as always to download and try our games for their free trials!

 
Need further help?

My score has started counting backwards or gone blank!

I can see how that might be alarming.  You're playing Bookworm or Bejeweled 2, and you're scoring higher than you ever have before, and then the next time you glance over to see how you're doing, the score is doing something completely unexpected that seems just plain wrong!  Backwards?  It's counting my score down rather than up?  Inconceivable!

But there is a reason for this behavior, and here it is:

The complicated version is something to do with data storage structure and limitations on how many points of data can be stored in a single...um...

The simple version is that when the games were written, the amount of space allocated to handle the score was set so it would max out at 2.14 billion.  No one really expected there would be players out there capable of scoring high enough to hit that capacity, much less exceed it!  

Then we started hearing from people whose scores in Bookworm were counting backward all of a sudden.  Who knew such wordsmiths existed?  Turns out as the years go on, there are more and more of you!

Only a few people have reached this same level of Bejeweled 2 mastery, but when we first heard from a player whose score in Endless mode "was around 2.14 billion" right before the score field went blank, we instantly knew what had happened!

This score storage limitation isn't unique to Bejeweled 2 and Bookworm, though.  Might you be the first person to hit that flipover point in one of our other games?  Here at PopCap, we consider that an ultimate achievement!

 
Need further help?

I have Peggle Nights and want to save my downloaded bonus levels for future installations.

To date, the Bonus Level packs available are:

  • Holiday 
  • Spring
  • Art Contest

These level packs can be downloaded here.

The downloaded files can be saved to a secure backup location such as a CD-ROM or flash drive, so that you will always be able to reinstall them if you need to reinstall the game. We have provided information on locating and saving the files.

PC
Before uninstalling the game Peggle Nights, locate and copy the following folder to a secure backup location (depending on your version of Windows, the directory may be named Program Files OR Program Files (x86), and the game folder may be called Peggle Nights OR Peggle Nights Deluxe): 

C:\Program Files (x86)\PopCap Games\Peggle Nights\levelpacks

Once you reinstall the game, paste the levelpacks folder back into this location:

C:\Program Files (x86)\PopCap Games\Peggle Nights


Mac
The installer file (DMG) for the game will always be available on PopCap.com or through your purchase receipt email, and all Bonus Level packs released to date are included in the game installer, but future Bonus Levels may be lost upon uninstalling the game unless you have saved the DMG files from each download for reinstallation purposes.

 
Need further help?

Technical Help for your Games

I have a problem running my game on Windows 7, Vista, or XP

Sometimes, operating systems and software from other companies aren't completely compatible. While we continually test all our games on all operating systems, each computer is different, and there are far too many variables.  Running a game in Compatibility Mode can sometimes resolve technical problems that arise.

Windows 7

  1. Right click the shortcut to your game (if you don't use a shortcut, right click the .exe file).
  2. Click Trouble Shoot Compatibility.
  3. Click Try Recommended Settings.
  4. Click Start the program....
  5. A blinking shield should appear near the bottom of your desktop. Click the shield to bring up the prompt that reads Do you want to allow the following program to make changes to this computer?
  6. Click Yes
  7. If the game launches in the background, click on the game window to start playing and test whether the game runs properly.
  8. When you close the game, the program compatibility trouble shooting window will still be open. If the game worked, click next, then Yes, save these settings for this program. (If the game worked and you saved these settings, skip to step 11)
  9. If the game didn't run properly, after closing the game, click No, try again using different settings.
  10. Check all of the boxes that describe what happens when you try to run the game, then click next.
  11. Click Start playing, and test your game. The game should now run properly.

Windows Vista

  1. Right click the shortcut to your game (if you don't use a shortcut, right click the .exe file).
  2. Select Properties in the right-click menu.
  3. Click on the Compatibility tab.
  4. Check the box beside the text: Run this program in compatibility mode for:
  5. Select Windows XP (Service Pack 2)
  6. Check the box beside Run this program as an Administrator.
  7. Click Apply, then OK.
  8. Restart your game and play!

Windows XP

  1. Right click the shortcut to your game (if you don't use a shortcut, right click the .exe file).
  2. Select Properties in the right-click menu.
  3. Click on the Compatibility tab.
  4. Check the box marked Run this program in compatibility mode for:
  5. Select Windows 98/Windows ME.
  6. Click Apply, then OK.
  7. Restart your game and enjoy!
 
Need further help?

I'm having trouble trying to play a free online game on PopCap.com.

Please refer to the troubleshooting tips below for some basic steps that should resolve most issues with our free online games.

Several of our free online games currently work only in Internet Explorer due to the need for an ActiveX control incompatible with other browsers.  Most games work in multiple browsers but will still exhibit better performance in some than others.  If you are having difficulty with your online game performance, we strongly recommend trying alternate browsers.

In order to play the free online games, certain components need to be installed and activated on a computer through its browser. Depending on your computer, the browser you are using, and which games you are trying to play, you may need to install/enable ActiveX or update Flash or Java. If the necessary add-ons are not installed through the computer's Internet browser, our free online games will not operate properly. Please refer to your computer's help articles or your browser's help articles for further help installing and activating these components.

Other possible issues that could cause blocking of our Online games may be firewalls and virus scanners. We recommend you add our site to your list of "Safe" or "Trusted" Sites for your browser, firewall and virus scanners. Please refer to your software's help articles regarding adding safe/trusted sites.

Further instructions on resolving online games issues:

1. Clear your Internet cache.

Clearing your Internet browser cache/cookies can fix many common issues with pages failing to load. Some browser components may need to have their cache cleared as well. We have provided steps for most common browsers here.

We recommend that you also clear the Java cache and temporary Internet files.

Many Internet games and tools use Java to operate. Often, clearing the cache for Java will resolve numerous issues. In order to delete the Java cache, which is different from the browser cache, please follow the steps below.

  1. Click Start.
  2. Select Control Panel.
  3. Double click and open Java.
  4. Select the General tab.
  5. Under Temporary Internet Files, select Settings.
  6. On the window that opens, click Delete Files.
  7. Make sure all boxes are selected, and click OK.

Restarting your computer after following the above steps can also help the performance of the game.

2. Update Flash.

You may need to install or update to the latest version of Adobe Flashplayer.

http://get.adobe.com/flashplayer/

If you need assistance installing the latest version of flash, you may find instructions on the page: 

http://www.adobe.com/products/flashplayer/productinfo/instructions/

3. Installing our ActiveX [PopCap Games Loader].

If you are having trouble playing the free online versions of Bookworm Adventures, Chuzzle, Hammer Heads, Insaniquarium, or Peggle, you may not have our ActiveX control installed/enabled.  Please note, at this time, these games can only be played in Internet Explorer due to the need for the ActiveX component.  When you go to play the game, you may be prompted with a screen that will walk you through step by step on how to install our ActiveX.

If you do not receive the steps to install our ActiveX, you have another option. You should see a yellow drop down box appear near the top of the window asking if you would like to install the PopCap Games Loader, please click this box and select 'Install ActiveX Control'.

Once you have installed our latest ActiveX, your game should begin!  If not, try refreshing the page or closing and relaunching your browser.

4. Enable Java.

Java may need to be enabled in your browser options.

Internet Explorer

  1. Under Tools, select Internet Options.
  2. Select the Security tab.
  3. Set your security level to Medium or lower.
  4. If you have chosen to customize your security settings for the Internet zone, be sure that under the Java heading, "Java permissions" is not set to "Disable Java." Select one of the three safety levels instead. Also be sure that under the Scripting heading, "Scripting of Java Applets" is set to "Enable" or "Prompt".

Google Chrome

  1. Click on the little wrench icon to open the Tools menu.
  2. Click on Under the Hood.
  3. Click the button labelled "Content Settings" in the Privacy section.
  4. In the JavaScript section, "Allow all sites to run JavaScript (recommended)" should be selected.

Netscape

  1. In the Menu bar, click Edit.
  2. Click Preferences.
  3. Select Advanced.
  4. Check mark Enable Java and Enable JavaScript.

Firefox

  1. Under Tools, select Options.
  2. Select the Content tab.
  3. Check mark Enable Java and Enable JavaScript and select OK.

Windows XP Users:

If you have a new installation of Windows XP or Internet Explorer 6, you may need to download the Java Virtual Machine from Sun. Please refer to the following link: http://java.sun.com/getjava/download.html.

5. Security Concerns.

Some antivirus or personal firewall applications incorrectly identify our products as viruses and disrupt or block the software from downloading or registering. Please be assured that products that come from PopCap Games are virus free. We recommend that you visit your AntiVirus Software website for the latest virus definitions to allow the component to load properly. 

Still having trouble?

If you require further assistance, please click on the "Contact Us" button below and provide us with the following information so we can assist you:

  • What is the name of the game you are having a problem with?
  • Important: What Operating System (OS) and Web Browser (Name and version number) are you using?
  • Describe the problem you are experiencing. Does the online game window partially appear? Is it opening and stalling?
  • Please describe the exact steps you are taking when trying to access the game. (including the exact button/link you are clicking on).
  • Are you having the same problem with any of our other online games?
  • Did you receive an error message? If so, what did the error message say?

Thank you in advance for providing these details.

 
Need further help?

I'm having trouble installing the game on my retail CD-ROM.

If you bought a retail CD-ROM version of a game and are encountering errors when you try to install, we suggest the following steps:

1. Uninstall any previous instance of the game on your computer.

If you have ever downloaded a free trial version of the same title from our site or any other, the previous installation is probably getting in the way of your current installation procedure.  For instructions on uninstalling a game, click here.

2. Try running the installer in Compatibility mode.

(If you are on a Mac, skip to step 4!)

Click here for instructions on Compatibility settings.  To set the Compatibility options for the installer before running it:

  1. With the disk in your CD-ROM drive, click the Start/Windows menu, then My Computer
  2. Right-click on your CD-ROM drive, and select Open
  3. Open the file called "installers"
  4. Right-click the installer for your game (e.g. Bookworm Setup, Peggle Setup, etc.)
  5. Follow the Compatibility troubleshooting instructions for your version of Windows.

3. If you receive the error message "install is corrupted:"

  1. Uninstall your game using the game's uninstall tool.
  2. Restart your PC.
  3. Reinstall your game.
  4. Uncheck the box that says "Launch game now" and select done.
  5. Launch your game using the shortcut on your desktop.

4.  If you are still having trouble:

Please click Contact Us below, and include the following information:

  • Title of the game
  • Error message received or description of difficulty encountered
  • Operating System of the computer you were trying to install on if it is different from the computer you are using to contact us
 
Need further help?

Error message: Failed to create high score file

We recommend changing a simple setting for your game.

The steps are just slightly different depending on whether your Operating System is Windows Vista or Windows 7.

Windows Vista: 
  1. Right click the shortcut to your game (if you don't use a shortcut, right click the .exe file).
  2. Click Properties.
  3. Click the Compatibility tab.
  4. Click the box marked "run this program as an Administrator."
  5. Click ok.
Windows 7:
  1. Right click the shortcut to your game (if you don't use a shortcut, right click the .exe file).
  2. Click "Run as Administrator."
 
Need further help?

My game score or progress isn't saving between sessions!

So, you played up to level 3-4, closed the game, and came back to continue it later, but when you launched it this time, it started you back at level 1-1?  There are a few possibilities.  The simplest is that the game wasn't closed so much as the computer got turned off suddenly mid-game, which would prevent any data from being saved.  The second simplest is that you may have clicked on the "X" at the upper corner of the game to close the program instantly rather than exiting through the Main Menu and choosing Quit.  

But if you know you exited the game the long way and clicked every button and said Yes to every prompt, and your progress still didn't save, then it's probably a matter of a very simple change to the Compatibility settings for your game.  The steps are just slightly different depending on whether your Operating System is Windows Vista or Windows 7.
 
Windows Vista: 
  1. Right click the shortcut to your game (if you don't use a shortcut, right click the .exe file).
  2. Click Properties.
  3. Click the Compatibility tab.
  4. Click the box marked "run this program as an Administrator."
  5. Click ok.
Windows 7:
  1. Right click the shortcut to your game (if you don't use a shortcut, right click the .exe file).
  2. Click "Run as Administrator."

This should keep your game progress from being lost the next time you play!  We're sorry for any frustration.  The best part about replaying levels, though, is that you'll almost certainly score higher the next time through!

 
Need further help?

Sound/Audio issues on Windows

Are you having problems with the sound effects or music in your game?  Or have you received an error message referring to the component bass.dll?

These issues usually stem from outdated sound card drivers.  

What's a driver?  Well, your computer uses an Operating System like Windows XP to run, but your computer is made up of a lot of smaller devices that also need operating systems of their own.  The operating systems for graphics and sound cards are called drivers.

Sound card manufacturers release driver updates regularly to address compatibility issues.  Typically, a new driver is available every 3 to 6 months.

Updating your driver should be a fairly simple process, though it may sound intimidating.  You may need to contact your computer manufacturer for direction, but first we'll walk you through trying this out on your own, because it's easier than it sounds.

Start by running the DirectX Diagnostic Tool (DxDiag).  This is a Windows tool designed to take a snapshot of your computer's operating components such as the graphics card, sound card, and DirectX version.  To launch this tool:

Windows XP:

  1. Click on your Start menu
  2. Click Run...
  3. In the text field, type dxdiag
  4. Click OK.

Windows Vista or 7:

  1. Click on your Windows icon (bottom left corner)
  2. In the Search box at the bottom of your Start menu, type dxdiag
  3. Click Enter on your keyboard.

Note: Occasionally, you may be prompted with a Yes or No question concerning Microsoft Windows digitally signing your drivers. If this occurs, and your computer is connected to the internet, select Yes, otherwise, select No.

The model and manufacturer of your sound card can be located under the Sound tab in your DxDiag. You will find the model of your sound card next to Name and the manufacturer of your sound card next to Manufacturer.

Usually, the best way to locate and download the most current sound card drivers is by visiting the manufacturer's website, and searching for your particular model of sound card under the support or drivers section.

If you need more in-depth assistance with this process, we recommend contacting the manufacturer of the sound card or of your computer.

 
Need further help?

Invalid file or File too short error in Plants vs Zombies

We're so sorry you've encountered this error message in Plants vs Zombies.  We are investigating this issue on an ongoing basis and hope to fix it in a future update.  This error message means that the save data for the game has become corrupted, preventing the game from launching again.  There are a few possible ways to fix this and get back to knocking down the FunDead with your photosynthetic arsenal.  We've listed all three below, and some are more complicated than others.  

Option 1: Windows 7 "Restore Previous Versions"

Windows 7 offers a feature that allows you to restore a file or folder to its previous saved state.  First, you will probably need to change your folder options to "Show Hidden Files and Folders" before you can access the ProgramData directory where the game stores its userdata files.  Click here for instructions on changing this setting.

Once you have enabled the "Show Hidden Files and Folders" option, navigate to the following folder:

C:\ProgramData\PopCap Games\Plants vs. Zombies

Right-click on the userdata folder in this directory, and select the "Restore previous versions" option.  Select the date you would like to reset to, and click Restore.  You will be prompted to confirm this is what you want to do, so just click Restore again.  

If this step is successful, you should be able to launch the game and continue from the saved state you restored.

Option 2: Delete your progress and start over.

The simplest fix for this issue is to delete the corrupted save data.  Unfortunately, this means that you will lose your game progress and have to start over from the beginning, but we’re confident that you can use your superior botanical powers to quickly dispatch those slow-poke, lower-level Zombies.  You can locate your save data in the folder location listed below:

If you are on Windows XP: 

C:\Program Files\PopCap Games\Plants vs. Zombies\userdata

If you are on Windows Vista or 7:

C:\ProgramData\PopCap Games\Plants vs. Zombies\userdata

(Note: if you're on Vista or 7, you probably need to change your folder options to "Show Hidden Files and Folders" before you can access the ProgramData directory and find these files.  Click here for instructions on changing this setting.)

These folder paths refer to the PopCap.com download version and the retail CD-ROM version of the game.  If you bought the game through any other website, the folder path may be different.  Try searching for folders called userdata, and don't forget to change your folder options so that you're searching hidden files as well.

Option 3: Rebuild your files.

This one is the most complicated, but if done successfully, it will allow you to resolve the error without losing any game progress.  It looks like a lot of information, but it's actually very fast--we just want to be thorough in describing the steps.

Once again, you will start by navigating to the folder location listed below:

If you are on Windows XP: 

C:\Program Files\PopCap Games\Plants vs. Zombies

If you are on Windows Vista or 7:

C:\ProgramData\PopCap Games\Plants vs. Zombies

(Note: if you're on Vista or 7, you probably need to change your folder options to "Show Hidden Files and Folders" before you can access the ProgramData directory and find these files.  Click here for instructions on changing this setting.)

  1. Copy the contents of the userdata folder, and save them to a secondary location.  The simplest option will be to copy the entire folder and paste it into your Documents directory or onto your Desktop.
  2. Now delete the userdata folder from its original location.  
  3. Launch Plants vs Zombies.  You will be prompted to create a new user profile.  If there were multiple user profiles, you will need to create the correct number of players to match the number of profiles you need to restore.

    Look in your saved userdata folder to verify how many profiles you need to create.  If you have only user1.dat, then you only need to create one profile.  If you have user1.dat and user2.dat, you need to create two profiles.  If you have ever deleted a profile, you may see that your files are out of sequence; you may have user1.dat and user3.dat, for example.  If that is the case, you need to create three profiles.

    It is important to recreate the profiles in the correct order.  If Mikey played the game first, make sure your first profile is named Mikey, and so forth.  

    It is not necessary to play the game under any of these new profiles; all you're doing is making placeholder files of the same names so that you can replace them with your saved originals.

  4. Exit Plants vs Zombies.
  5. Go to your saved backup folder, and delete the users.dat file.  That's the file that's causing your pain, so be sure to take a moment and revel in the satisfaction of hitting Delete!
  6. In the new userdata folder, delete all of the files EXCEPT users.dat.
  7. Copy the rest of the files from your saved backup folder, and paste them into the userdata folder in the game directory.  You may be prompted to confirm that you want to replace existing files in that location.  You do, so just say yes!
  8. Launch Plants vs Zombies again.  Your game should be right where you left it before that error message came and ate it all up like yummy, yummy brains.

If options 1 and 3 did not resolve the issue, unfortunately the only remaining solution is the deletion of the userdata files so that you can start the game over again.

 
Need further help?

How to "Show Hidden Files and Folders" in Windows Vista or 7.

In order to access your PopCap Games user profiles/game progress, you may need to set your Folder Options to allow you to view the directories that are hidden by default.  To do so, please follow the steps below.

Windows 7:

  1. Click the Windows ("Start") button in the left corner
  2. Click Control Panel
  3. If your Control Panel is set to Category view, change View by option to Large Icons
  4. Click Folder Options
  5. Click the View tab
  6. Click Show hidden files and folders
  7. Click OK
Windows Vista:
  1. Click the Windows ("Start") button in the left corner
  2. Click Control Panel
  3. Click Appearance and Personalization
  4. Click Show hidden files and folders under the heading Folder Options
  5. Click the radio button beside Show hidden files and folders
  6. Click Apply, then OK
 
Need further help?

Graphics issues on Windows.

Is your game not displaying properly on your screen?  

These issues are often the result of outdated graphics card drivers.  

What's a driver?  Just as your computer uses an Operating System like Windows XP to run, your computer is made up of a lot of smaller devices that have operating systems of their own.  The operating systems for graphics and sound cards are called drivers.

Graphics card manufacturers release driver updates regularly to address compatibility issues.  Typically, a new driver is available every 3 to 6 months.

Updating your driver should be a fairly simple process, though it may sound intimidating.  You may need to contact your computer manufacturer for direction, but first we'll walk you through trying this out on your own, because it's easier than it sounds.

Start by running the DirectX Diagnostic Tool (DxDiag).  This is a Windows tool designed to take a snapshot of your computer's operating components such as the graphics card, sound card, and DirectX version.  To launch this tool:

Windows XP:

  1. Click on your Start menu
  2. Click Run...
  3. In the text field, type dxdiag
  4. Click OK.

Windows Vista or 7:

  1. Click on your Windows icon (bottom left corner)
  2. In the Search box at the bottom of your Start menu, type dxdiag
  3. Click Enter on your keyboard.

Note: Occasionally, you may be prompted with a Yes or No question concerning Microsoft Windows digitally signing your drivers. If this occurs, and your computer is connected to the internet, select Yes, otherwise, select No.

The model and manufacturer of your graphics card can be located under the Display tab in your DxDiag. You will find the model of your graphics card next to Name and the manufacturer of your graphics card next to Manufacturer.

Usually, the best way to locate and download the most current graphics card drivers is by visiting the manufacturer's website, and searching for your particular model of graphics card under the support or drivers section.

If you need more in-depth assistance with this process, we recommend contacting the manufacturer of the graphics card or of your computer.

If you are still having graphics/display issues with your game, it may help to change your resolution settings:

Your game cannot be running while you adjust these settings.

  1. Right-click the shortcut icon for your game (if you don't use a shortcut, right click the .exe file).
  2. Click Properties.
  3. Click the Compatibility tab.
  4. Click the box to run your game in 640 x 480 resolution.
  5. Click OK.

There may also be settings on your monitor itself that are affecting how your games display. Try using the monitor buttons to look for a display setting with options such as 1:1, Aspect, & Fill. Based on the resolution you have your monitor set to, it may or may not be possible to alter those settings. When you run at a very high resolution, your monitor knows what aspect ratio it is capable of displaying.

 
Need further help?

Can I save my game progress when I reinstall my game on Mac?

So you bought a new computer, or you're upgrading to a new Operating System, or reformatting your computer, and you don't want to have to start your games again from the beginning and lose awesome high scores and unlocked game modes?  No problem! We're more than happy to point you toward the files you'll want to save to carry over your userdata for the games.

Your game's save file should be in the following location:

Mac OS Snow Leopard or earlier

Your User Name/Library/Application Support/PopCap/Game Name

When you transfer this file to the new computer, make sure to place the file back into the same directory.

Mac OS Lion 10.7 and later

The save file location is the same as listed above, but on Lion, this directory is hidden by default, so you will need to take a couple of extra steps to access it:

  1. Open the Finder and click on “Help” at the very top of your screen.
  2. Type in “Library” and click on the Library folder that shows up.
  3. Locate the folder Application Support/PopCap/Game Name

Once you have found this folder, you should see a sub-folder with a name like USERS, PLAYERS, or USERDATA.  This is the folder you will want to save to a secure location such as a flash drive or burnable CD-ROM.  You can also email them to yourself as attachments.

To port your progress back into the game:

  1. Locate your saved user data folder and drag it to your Desktop.
  2. Launch and play the game briefly to ensure the filepath is created again.
  3. Locate the Library/Application Support/PopCap/Game Name
    folder using the OS-specific instructions above.
  4. Copy the contents of your saved user data folder into the user data folder at that location.  It may ask if you want to replace existing files in the destination directory. Click on "Replace" for all files.

Please note: Some games' save files are stored in non-standard locations. If you cannot locate your files using the instructions above, please contact us!

 
Need further help?

Can I save my game progress when I reinstall my game for PC?

So you bought a new computer, or you're upgrading to a new Operating System, or reformatting your computer, and you don't want to have to start your games again from the beginning and lose awesome high scores and unlocked game modes?  No problem! We're more than happy to point you toward the files you'll want to save to carry over your userdata for the games.

The steps and file locations vary by Operating System as well as by game.  What you'll find below is going to be the most common set of instructions; if you don't find the files for some of your games by following these steps, please contact our Customer Support team for further assistance.

Windows XP

  1. Click START
  2. Click MY COMPUTER
  3. Open the drive you installed the game to (most likely the Local Disk (C:)
  4. Open PROGRAM FILES
  5. Open POPCAP GAMES
  6. Open [Game Name]
  7. Please locate and save the USERS, PLAYERS, or USERDATA (saved game) folder

Windows Vista or 7

If you are using Windows Vista or 7, the file is in a different directory:

C:\ProgramData\PopCap Games\[game name]\[users, players, OR userdata]

If you're accustomed to Windows XP, then this might be a little hard to get used to, because there is still a directory called Program Files, and it still contains a subfolder called PopCap Games.  But on Vista & 7, only the game's operating files get stored there, not your user profile and saved game data.  That gets stored in a new directory called ProgramData, which is hidden by default.  In order to view and access these files, you will need to set your Folder Options to "Show Hidden Files and Folders."

If you do not find a folder called USERS, PLAYERS, or USERDATA, then the game you are looking for stores those files in a different directory.  Please contact Customer Support for game-specific instructions.

Now that I've found my saved game files, what next?

You'll want to save your users/players/userdata folder to a secure location like a flash drive or a writeable CD-ROM.  

Once you've installed the game on the new computer, the first step is simply to launch the game, create a user, and play for a minute or so.  This is important, because it ensures that your computer properly creates a game save folder in the right location.  Close the game, and then navigate to the game save directory just like before.  (Don't forget to "Show Hidden Files and Folders" on your new computer if it's Vista or 7!)

For instance, if you have installed AstroPop on Windows 7, navigate to:

C:\ProgramData\PopCap Games\AstroPop

If you have run the game briefly, you'll see a "users" folder has been created in this directory.  All you need to do now is Copy the "users" folder from your saved backup and Paste it into the AstroPop folder.  You'll be asked if you want to replace the existing files in that location (you do).

After the files are successfully pasted, you should be able to see your old user profile(s) and scores when you launch the game again!

Please note: Some games' save files are stored in non-standard locations. If you cannot locate your files using the instructions above, please contact us!

 
Need further help?

My game crashes or freezes!

Is your game crashing, freezing, or running sluggishly?  

Restart your computer

"Have you tried turning it off and on again?"  It's a cliche for a reason!  Whenever anything about your computer or a piece of software you're running seems wonky (that's a technical term!) or isn't doing quite what you expect it to do, start by turning your computer off and back on (using the proper Shutdown technique, of course).  

If the problem recurs after a restart:

Step 1: Uninstall/reinstall

The first thing we will suggest in most cases is that you uninstall your game, restart your computer, then download and install the game again.  This is because all software relies on a lot of little pieces all being in the same places every time, but since our games are probably not the only thing you use your computer for, it's likely the other programs you run are moving some of the crucial pieces around, or even renaming or deleting them.

Uninstalling and reinstalling puts everything back where it's supposed to be.

Step 2: Stop making your computer work so hard.  

Games are intense!  There's all sorts of stuff happening at once, heavy-duty graphics being generated, zippy sound effects being triggered, peppy music going the whole while, not to mention the constant decisions being made within the program: you moved your mouse this way, so the game reacts; you clicked here, the game reacts; you made a massive gem explosion, and now the game reacts to that.  We take great pride in making games that surprise and thrill the player at every turn, and that makes for software with a lot of moving parts (so to speak...I mean it's all lines of code and bits of data, but they're in motion!).

So if you're playing a game, and it's slowing down or crashing, take a look at what other programs you were running at the same time.  Your anti-virus program should always be running in the background, sure, but if it's downloading updates or running a scan of your computer, then that's going to cause a resource drain that could affect your game.  

Do you have an email client up in the background?  If it's set to Send/Receive and check for new messages every 10 minutes, that may be causing that intermittent graphics delay you're seeing in your game.

There are all kinds of processes you may have running on your computer without really thinking about the amount of processor power they use.  So, if you're not actively using some of those programs, it might be good to shut them down until you need them again.  Your computer will thank you for it.

Step 3: Run your DxDiag report:

The DirectX Diagnostic Tool (DxDiag) is a Windows tool designed to take a snapshot of your computer's operating components such as the graphics card, sound card, and DirectX version.  To launch this tool:

on Windows XP:

  1. Click on your Start menu
  2. Click Run...
  3. In the text field, type dxdiag
  4. Click OK.

on Windows Vista or 7:

  1. Click on your Windows icon (bottom left corner)
  2. In the Search box at the bottom of your Start menu, type dxdiag
  3. Click Enter on your keyboard.

Note: Occasionally, you may be prompted with a Yes or No question concerning Microsoft Windows digitally signing your drivers. If this occurs, and your computer is connected to the internet, select Yes, otherwise, select No.

Step 4: Update your graphics driver:

What's a driver?  Just as your computer uses an Operating System like Windows XP to run, your computer is made up of a lot of smaller devices that have operating systems of their own.  The operating systems for graphics and sound cards are called drivers. 

Graphics and sound card manufacturers release driver updates regularly to address compatibility issues.  Typically, a new driver is available every 3 to 6 months.

The model and manufacturer of your graphics card can be located under the Display tab in your DxDiag. You will find the model of your graphics card next to Name and the manufacturer of your graphics card next to Manufacturer.

Usually, the best way to locate and download the most current drivers is by visiting the manufacturer's website, and searching for your particular model of card under the support or drivers section.  Many manufacturers' websites will offer to automatically select the correct driver update for you; this is highly recommended.

If you need more in-depth assistance with this process, we recommend contacting the manufacturer of the graphics card or of your computer.

Step 5: Update your sound driver:

The model and manufacturer of your sound card can be located under the Sound tab in your DxDiag. You will find the model of your sound card next to Name and the manufacturer of your sound card next to Manufacturer.

Usually, the best way to locate and download the most current drivers is by visiting the manufacturer's website, and searching for your particular model of card under the support or drivers section.  Many manufacturers' websites will offer to automatically select the correct driver update for you; this is highly recommended.

If you need more in-depth assistance with this process, we recommend contacting the manufacturer of the sound card or of your computer.

Still having trouble after updating your device drivers? Try this!

Step 6: Update DirectX:

DirectX is a set of drivers from Microsoft that controls the sound and video displays on your computer.

Please uninstall the game, update your DirectX, restart your computer, and then reinstall the game.

You can update your DirectX drivers by visiting Microsoft's web site and downloading the latest version. Once you have installed the latest version of DirectX, your game(s) should function properly.

DirectX drivers are required for many games and utilities besides PopCap Games products. Having the latest version of DirectX installed on your computer is just a good idea all around!

If you are still having trouble after trying these suggestions, click Contact Us and provide as much detail as possible about your experience to our Customer Support team.

 
Need further help?

How to clear your browser cache & cookies

We have provided the basic steps for clearing your browser cache/cookies in most common browsers.  However, as you may have noticed, the basic steps for completing simple actions change all the time.  Software is constantly updated, and little details are altered each time. We strive to keep this updated whenever we notice the processes are changed and whenever a new browser or version is released.  If the steps for any particular browser are no longer quite what you see here, please simply check the Help menu for your browser to find the updated information.

Disclaimer: Clearing your cache may fix game issues, but may also result in the loss of automatically saved passwords and web page settings.

Internet Explorer 9

  1. Launch your Internet Explorer browser.
  2. Click on the Tools icon at the top right corner of the browser window.
  3. Click Safety, then Delete Browsing History.
  4. Make sure Temporary Internet Files is selected.
  5. Click Delete.
  6. Close your browser and restart Internet Explorer.

Internet Explorer 8

  1. Launch your Internet Explorer browser.
  2. Click on the Safety menu at the top of the browser.
  3. Click Delete Browsing History.
  4. Make sure Temporary Internet Files is selected.
  5. Click Delete.
  6. Close your browser and restart Internet Explorer.

Internet Explorer 7

  1. Launch your Internet Explorer browser.
  2. Click on the Tools menu at the top of the browser.
  3. Click Delete Browsing History.
  4. Click Delete All.
  5. Close your browser and restart Internet Explorer.

Internet Explorer 5.x and 6.x: 

  1. Launch your Internet Explorer browser. 
  2. Click on the 'Tools' menu at the top of the browser. 
  3. Click on 'Internet Options' from the drop-down menu. 
  4. Click on the 'Delete Cookies' button. 
  5. Click on the 'Delete Files' button. 
  6. Click 'OK'. 
  7. Close your browser and restart Internet Explorer.

Firefox for PC:

  1. Choose 'Tools' from the main menu (at the top of the Firefox window). 
  2. Click on 'Clear Recent History'
  3. Select all the checkboxes other than 'Cookies,' 'Active Logins,' and 'Site Preferences.' 
  4. Click the 'Clear Now' button. 
  5. Your computer may take a minute or two to delete everything. 
  6. Now, close all Firefox windows and re-open Firefox again.

Firefox for Mac: 

  1. Launch your Firefox browser.
  2. Click on the Tools menu at the top of the screen and select Clear Recent History.
  3. Click Clear Now.
  4. Close your browser window and restart Firefox.

Google Chrome:

  1. Click on the Tools menu icon (looks like a wrench) at the upper right.
  2. Scroll down to Tools, then to Clear browsing data in the Tools submenu.
  3. On the window that opens, you will see a checklist.  Please make sure Clear browsing history, Clear download history, Empty the cache, & Delete cookies and other site data are checked.
  4. Click the Clear browsing data button.

Safari for PC:

  1. Click on the Gear icon at the top of the Safari window.
  2. Select Reset Safari.
  3. Make sure "Empty the Cache" is selected. (Unselect any items you do not want to reset.)
  4. Click Reset.
  5. Close all Safari windows and relaunch Safari.

Safari for Mac: 

  1. Launch your Safari browser. 
  2. Click on the History menu at the top of the screen. 
  3. Click on Clear History from the drop-down menu. 
  4. Click Clear.
  5. Close your browser window and restart Safari.
 
Need further help?

I'm having trouble downloading a game.

If you're having trouble downloading a game from PopCap.com, there are some very simple suggestions that resolve most issues.

1. Download only one file at a time.

This wasn't usually an issue on Windows XP; you could download as many files at a time as your Internet connection could handle.  But starting with Windows Vista, you may have noticed that it's harder to run multiple simultaneous downloads.  So our simplest suggestion is just to take your time and let one download complete before you start another!

2. Clear your browser cache.

3. Restart your browser.

Computer programs often need a little mini-reboot to get back on track.  

4. Try a different browser.

This sounds like voodoo, but it's not. Sure, browsers all do the same stuff, so it's easy to think of them as equivalent, so why would using one instead of another make a difference? Well, in this case, each browser stores its downloads, temp files, cache, etc. in a different destination folder.  So maybe one of those folders is full?  Or you started the download earlier and there's already a partial file with that same name?  Just using a different browser can bypass all this little stuff.

5. Restart your computer.

This is just always a good idea if something seemingly simple isn't working quite right.  It's so obvious, even I sometimes overlook it in the troubleshooting process.  And then, 90% of the time, it turns out to be the answer.  

6. Add PopCap.com to your "safe" or "trusted" site list for your Firewall and Anti-Virus.

If your security settings are preventing you from downloading, you may need to add us to your exceptions list.  Please refer to your security software's help articles for instructions on adding safe/trusted sites.

 
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Passport & User Accounts

I can't sign on to my PopCap.com user account!

We endeavor to keep things simple with accessing your PopCap.com user account, but if problems do arise, the basic troubleshooting steps below should help get you back on track!

Can't sign in to your PopCap User Account?

Start at the top: are you sure you're entering the right email address and password?  It's so easy to lose track of which email address you used on which website, and the need for unique passwords on every site makes it even harder.  There are all kinds of great programs available for securely storing usernames and passwords; I would be lost without that kind of help!  

Also, don't forget that passwords are case-sensitive, so check that your CAPS LOCK is not turned on. 

If you are still unable to access your account, you can reset your password. You will need to know the email address used when you created your account. 

How to reset your password:

There are two ways to change your password, the first while you are logged into your account, the second if you cannot remember your password and cannot access your account.  

If you are already logged in, simply click Edit beside your Password on your Account page.

If you are unable to sign in:

  1. Click on the Sign In link (top right corner of the page).
  2. Click the Forgot your password? link above the Sign in button.
  3. Enter the email address used to register your account, and reenter it to verify, then click the Continue button.
  4. Check your email inbox for an email from PopCap Customer Service titled Reset your PopCap Games Account Password. Click on the link in the email to change your password. 
    Note: If you use spam-filtering technology on your email, be sure to add us to your address book so you can receive your Account Activation email from PopCap Games. Add this address to your list: salessupport@popcap.com. If you do not receive our email, please check your spam or junk mail folder as the email may be detained in error. 
  5. A new browser window will open (you will need to be connected to the Internet). Enter your email address and new password, then reenter it to verify.
  6. Click the Change my password button.

How to reset your password if your email address has changed:

Please click the Contact Us button below to mail Customer Support, and request that your password be reset. You should provide the following information so we can locate and verify your account:

  • First and Last name
  • Email address used to create account (if there are multiple possibilities, please list any you can recall)
  • Billing Address
  • Telephone Number
  • Last 4 numbers of your Credit/Debit Card OR Your last PopCap/PayPal Transaction ID

We will verify that we are dealing with the account holder, reset your password, and reply with the new, temporary password. We recommend that you reset your password immediately upon sign in.

How to change the email address associated with your account:

  1. Sign in with the email address originally used to create the account.
  2. You will be taken to your PopCap Games Account page.
  3. Click on the Edit link beside Email Address.
  4. Enter your new email address and click on the Save button.

Note: If you change your email address, you will have to activate your account again. This is a security measure.

How to log out of your account:

To sign out of your account, simply click on Sign Out at the top of your My PopCap Games Account page.

 
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What happened to the Passport program?

We really enjoyed our Passport program, but we've got even bigger and better plans in the works, so we've wiped the slate to make way for the future!  (Trust us, you'll love it--we've got 77 code monkeys at 77 keyboards all day long doing nothing but coming up with ways to make PopCap.com the greatest place anyone ever went for games!  No really, better than the carnival, better than the arcade, better than the bowling alley...and that's saying something!)

So for now, your Passport account has become a good old PopCap.com User Account, just like in the days of yore.  You can still view your order history online and download your games from easy-to-access links.  Best of all, we're not cancelling your Passport discounts while we put their next evolution together.  Just make sure you are signed into your account before you make your purchase, and you'll continue to ride the Chuzzle Bus, the Lexpress, or Air Bjorn!

 
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