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General Support

  • How do I know if a CD-ROM will work on my computer?

When you purchase software on CD-ROM, what you receive is a finite copy of the program, like a photograph of the software as it was at a particular moment in time.  On the packaging, you will find a list of System Requirements to help you gauge the compatibility of the disk with your computer.  Review those System Requirements carefully before purchasing the disk.

But the System Requirements say this game will run on a way older Operating System than I have. Doesn't that mean my newer, better computer will run the game?

Actually, it doesn't!  The disk was made for an older system, which means it fits the needs and caters to the limitations of that older system.  Also, in many cases, a new Operating System is so different from its predecessors that you might say it speaks a different language.  It just won't know what to do with a disk made for the previous generation!  

Does that mean the game itself is or isn't compatible with my computer, just because the disk isn't?

The disk may be out of date, but that doesn't mean there isn't a newer version of the game available!  It may be available only as a digital download rather than on CD-ROM, however. We recommend checking online with sites such as Origin or Pogo to find the most current versions of games you are interested in.  Thanks to Pogo's free trial downloads and Origin's Great Game Guarantee, you are even able to ensure the game runs on your computer without risk! Disks from stores, on the other hand, are often unreturnable once opened.

We strongly recommend purchasing software in digital download form if possible.  

Need further help?
  • I got a coupon code for a free game in the lottery! What now?

PopCap no longer directly offers games for download or purchase.  However, your code can now be redeemed with our partner, Origin!  

For PC

Visit our partner site, Origin, and download the Origin software.  Once it is installed, launch Origin and choose Origin Redeem Product Code on the main menu.

For Mac

Visit our partner site, Origin, and download the Origin software.  Once it is installed, launch Origin and choose Games > Redeem Product Code in your menu.

Click here if you would like further instructions on Origin code redemption.

Need further help?
  • I bought a CD-ROM but my laptop doesn't have a CD-ROM drive.

A CD-ROM drive is a system requirement to install software from a CD-ROM. Portable CD-ROM drives are available that connect via a USB port to allow you to run CD-ROM content on your computer.  

If you do not have access to a CD-ROM drive, we recommend returning the unopened game to the retail store for a refund. 

Most games are available as digital downloads.  We recommend checking online with sites such as Origin or Pogo to find the most current versions of games you are interested in. Thanks to Pogo's free trial downloads and Origin's Great Game Guarantee, you are even able to ensure the game runs on your computer without risk! Disks from stores, on the other hand, are often unreturnable once opened.

We strongly recommend purchasing software in digital download form if possible.  

Need further help?
  • Please tell me more about Pogo and iWin. Do I need a subscription?

Pogo and iWin have always been affiliated with PopCap! We’ve always trusted them to share our games with their players, and we continue to do so. In addition to our own great titles, you will find all kinds of new and exciting games to try through their service! You can try every game for free before paying to unlock the full version or pay a small monthly membership fee to play the games as long as you want without committing to any single game title!

You do not need a subscription to Pogo or iWin in order to download or purchase a game from their sites! You do need to download and install their Game Manager, but you are free to remain unsubscribed from any ongoing service or email newsletter. There are benefits to membership, such as steep discounts on your purchases, but no membership is ever required!

Need further help?
  • Can I play PopCap games on a Chromebook?

The Chromebook uses Linux as its Operating System.  PopCap Games products are available for Windows PC, Mac, and many mobile and console devices, but we do not have any games for Linux at this time.

You will be able to play the free online games such as Plants vs. Zombies and Bejeweled HTML5 in the Google Chrome Web Store.

Need further help?
  • I bought a code at Wal-Mart for Plants vs. Zombies. Where do I get my game?

If you have purchased a card at a retail store for a PC/Mac download version of Plants vs. Zombies, please start by selecting your platform:

For PC

Visit our partner site, Origin, and download the Origin software.  Once it is installed, launch Origin and choose Origin Redeem Product Code on the main menu.

For Mac

Visit our partner site, Origin, and download the Origin software.  Once it is installed, launch Origin and choose Games Redeem Product Code in your menu.

Click here if you would like further instructions on Origin code redemption.

Need further help?
  • I have a coupon code for a free game from PopCap! How can I get my game?

PopCap no longer directly offers games for download or purchase.  However, your code can now be redeemed with our partners!  

If your free game code was obtained from the Hasbro line of Bejeweled board games, please click here to get started.

For all other code redemptions, please visit our partner site, Origin, and download the Origin software.  Once it is installed, launch Origin.

On PC, choose Origin Redeem Product Code:

On Mac, choose Games Redeem Product Code in your menu:

Click here if you would like further instructions on Origin code redemption.

Need further help?
  • I bought a code at Wal-Mart for Bejeweled 3. Where do I get my game?

If you have purchased a card at a retail store for a PC/Mac download version of Bejeweled 3, please start by selecting your platform:

PC

Visit our partner site, Origin, and download the Origin software.  Once it is installed, launch Origin and choose Origin Redeem Product Code on the main menu.

Mac

Visit our partner site, Origin, and download the Origin software.  Once it is installed, launch Origin and choose Games Redeem Product Code in your menu.

Click here if you would like further instructions on Origin code redemption.

Need further help?
  • Why do I have to enter my birthday to visit your site?

Recent changes to the Child Online Privacy Protection Act require that we verify this information for all visitors to PopCap.com.  We regret any inconvenience.  Once you have completed this step, you should not need to do so again from the same computer unless you have cleared your cache and cookies or switched browsers.

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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?
  • I can't "Solve the Equation" in Escape Rosecliff Island!

Having trouble with the "Solve the Equation" part of Level 5 in Escape Rosecliff Island?  This is a common area of confusion caused by the way our minds process equations versus the order in which hidden object games want us to choose items.  We look at "4+6=" and know the answer is "10," and we want to click on the components in that order.

The game, however, considers that the "10" is the missing piece in the mostly complete expression of the equation!  If you click on "10" first, then click on "4+6=" to place the "10" where it belongs, you will complete the step!

Here are some screenshots to illustrate:

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?
  • 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?
  • Where can I get the Peggle Nights Bonus Level packs?

There are three packs of Bonus Levels available for Peggle Nights (PC/Mac):

Holiday Download for PC Download for Mac
Spring Download for PC Download for Mac
Art Contest Download for PC Download for Mac

Simply download the files and run the installers!  (You must already have Peggle Nights installed in order to install the Bonus Levels.) 

If you are running the free trial version of Peggle Nights, you will have only partial access to the Bonus Levels, just as with the standard game.

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:

  • Peggle
  • Peggle Nights
  • Peggle 2
  • Zuma Blitz (online)
  • Zuma's Revenge

Many of our other titles 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?

Technical Help for your Games

  • My game prompts me to check for updates on launch. Do I need an update?

All PopCap download games for PC and Mac computers include a feature that prompts the player to check online occasionally for an update to the software.  However, there is no need to run the update check. This is merely an outdated feature.  Please simply click No and proceed with your game!

If you are having issues with your game, please feel free to contact us for assistance.

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 or 10:

  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.

Firefox for PC:

  1. Choose 'Tools' from the main menu (at the top of the Firefox window). 
  2. Click on 'Clear Recent History'
  3. In the drop-down menu "Time range to clear:" please select Everything.
  4. Select all the checkboxes other than 'Cookies,' 'Active Logins,' and 'Site Preferences.' 
  5. Click the 'Clear Now' button. 
  6. Your computer may take a minute or two to delete everything. 
  7. 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. In the drop-down menu "Time range to clear:" please select Everything.
  4. Click Clear Now.
  5. Close your browser window and restart Firefox.

Google Chrome:

  1. Click on the Customize menu icon (looks like three parallel lines) 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, & Clear data from hosted apps are checked.  
  4. At the top of the window, select "the beginning of time" in the drop-down menu.
  5. 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.

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.
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?
  • Basic troubleshooting steps for free online games

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 and the browser you are using, you may need to install or update Flash. 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.

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. 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?
  • Will my games run on a new Windows 8 PC?

We are pleased to announce that we have released Bejeweled Live in the Windows 8 Marketplace!  This game is made specifically for the touch-screen interface and can be purchased exclusively through the Windows store.  
Most downloadable PopCap games have been tested for Windows 8, and they should run on that Operating System without any issues. We cannot guarantee successful installation from CD-ROM versions released prior to Windows 8.  If you are having trouble with your downloaded game after updating to Windows 8, please try running the game in Compatibility Mode.
  1. Right-click the game icon and choose Properties.
  2. In the Properties dialog box, click the Compatibility tab.
  3. Click the button marked Run Compatibility Troubleshooter.

If this is unsuccessful, try manually selecting your Compatibility setting:

  1. Right-click the game icon and choose Properties.
  2. In the Properties dialog box, click the Compatibility tab.
  3. Check the box for "Run this program in Compatibility mode for:"
  4. Select Windows Vista or Windows 7 in the drop-down.
  5. Click OK and again run the game.

If these suggestions do not resolve your issue, it may be necessary to uninstall the game and download the most current version available from the site from which you purchased the game, as you may still be running a pre-Vista version of the software.

We have not fully tested our games for Surface compatibility, only for standard PC play with a mouse and physical keyboard.  However, it is possible to install the games on a Surface device.  The primary difficulty you may encounter is in the creation of a user name, as the user name prompt will not bring up your virtual keyboard automatically.  You may be able resolve this for some games by tapping the icon to set the game to windowed mode, which will then allow you to manually activate the virtual keyboard via the keyboard icon at your lower-right corner.  However, not all games will display an icon to change the window size. In that event, the only way to enter a user name may be to attach a physical keyboard via the USB port.

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?
  • 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?
  • 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?
  • 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 "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?
  • 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?
  • 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?
  • 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.

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.
Need further help?
  • 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?
  • 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.  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?

General Questions about PopCap

  • 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.

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?
  • What PopCap Games titles can be played on Facebook?

The following games are available on Facebook:

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?
  • I have a business proposal for PopCap Games.

Please direct all inquiries of this nature to productsubmissions@ea.com.
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?
  • 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?
  • I am a student. Can you help me with a paper or project?

We love that you are interested in PopCap and wish we could help everyone who asked, but doing so would take our team away from making great games! However, you can find many interviews published online with various PopCap creators.  Also, our developers and community managers have been on a number of panels at industry conventions. You may find transcripts, video, or synopses of these online as well.

Additionally, we have published the results of several academic studies on the health benefits of gaming. These may also be of interest:

http://popcap.mediaroom.com/index.php?s=30836&item=96204

http://popcap.mediaroom.com/index.php?s=30836&item=96170

http://popcap.mediaroom.com/index.php?s=30836&item=96017

http://popcap.mediaroom.com/index.php?s=30836&item=96077

 

Finally, please note that new interviews, articles, and other news will be shared via our blog, Twitter feed, and Facebook fan page.

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 information are safe and secure. We do recommend that you take normal Internet security precautions: 

Account Information

PopCap staff will never ask for your passwords or full credit card number. Please do not disclose this information to anyone via email or by phone or chat. 

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 a past game 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. 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?

Billing & Purchasing

  • Do you have a gift certificate from PopCap?

PopCap no longer directly offers games for download or purchase.  However, the full value of your gift certificate can now be redeemed with our partner, Origin!  

Please visit Origin to get started by creating a free user account.  Then contact their Support team to request assistance with adding your PopCap.com gift certificate balance to your new Origin account.  

Then, look over the hundreds of games offered through Origin!  The hardest part will be choosing between them all!

Need further help?
  • PopCap.com is no longer a sales website.

PopCap is no longer offering games for purchase directly from our website. We have partnered with many great companies to offer our games on a variety of platforms and will continue to do so. The decision to stop selling our own games from our own website allows us to devote all of our energy and resources to making games!

Looking for sites that offer our PC or Mac download games?  We are happy to recommend our partners!

For PC games, visit Pogo or Origin.

For Mac games, visit Origin or the Mac Store.

Need further help?
  • The PopCap edition of Humble Bundle

If you purchased the PopCap Games Humble Bundle, we thank you for supporting this great charitable organization and congratulate you on your superb taste in games!  This edition of the Humble Bundle is delivered through Origin or Steam, so you will first want to sign into (or create) your account and download the games manager as needed.

Haven't received your codes for your Humble Bundle purchase? Click here!

Need help redeeming your codes in Origin? Click here!

For help with Steam, click here!

Finally, if you have any questions about the games themselves, you can click Contact Us below.

Need further help?
  • What should I expect when downloading my first game from Pogo?

When you install a game from Pogo, you will also install the Pogo Game Manager. Both the game and the Game Manager will create icons on your Desktop. You can launch any game directly from its icon, but you can also launch the Game Manager to view all your installed games in one place. The Game Manager must be installed on your computer in order to play any game from Pogo. Uninstalling the Game Manager will also cause all games downloaded from Pogo to stop working.

The Game Manager installer will also offer you an optional feature called the iWin Toolbar. This is not required in order to run the Game Manager itself or any of the games you choose to download from Pogo. It is a feature that helps you to stay informed of new games, special offers, and updates from Pogo and iWin. If you choose to try it out, you are free to disable or uninstall it at any time thereafter. To disable it, click the X to the left of the toolbar. It can be uninstalled via Windows Control Panel.

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

We love that you want to play our games in multiple forms, and that's why we keep making multiple versions! However, we are unable to provide discounts or promotional codes for use on our partner websites or at retail stores.  

Need further help?

Order Information (My Games)

  • I need help locating order information for PC download games I purchased from PopCap.com.

PopCap no longer directly offers games for download.  However, your games can now be obtained through our partner!  

Visit our partner site, Pogo, and choose Submit a Ticket to get started.  You will be prompted to create a user account or login to an existing Pogo support account.  

In the drop-down menu labelled Department for Assistance, be sure to select PopCap Download Games Support.  Provide as much detail as you have regarding your purchase history.  

In order to receive your games, you will first download the game delivery software (Game Manager).  Click here to learn more about the Pogo Game Manager.

Need further help?
  • I need help locating order information for Mac download games I purchased from PopCap.com.

If you're trying to install or register a Mac game you bought from PopCap.com, but you no longer have the email receipt, 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

Please note, older games may no longer be available for download based on incompatibility with modern Mac OS versions. We regret that we cannot offer a workaround for this issue.

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?
  • Customer Data Deletion Request

To delete your personal information from PopCap, please click Contact Us below and state your request in writing. We will reply to establish your identity and obtain additional information about you to assist us in handling your request. You agree that we can contact you at the email address you provide on our contact form.

Please note, requesting data deletion is a final act that cannot be reversed. Once you make this request, your full history with PopCap will be erased. That means that your games cannot be downloaded or installed again without repurchasing, and any PopCap games you play on Facebook will lose your history, progress, and earned or purchased currency. Once we delete your personal information, you no longer will be able to play any PopCap Social Networking Services Applications, such as our games on Facebook. Further, PopCap may not be able to provide certain features of downloaded games once we've deleted your information.

If you ever need assistance with any PopCap game, we will not be able to assist you once your information has been deleted.

Need further help?

Games - General Information

  • 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?
  • Bejeweled Blitz on Google+ is discontinued.

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

We hope you will continue to enjoy Bejeweled in its many forms, present and future! 

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  • Plants vs. Zombies Adventures is retiring.

We are sorry to say that Plants vs. Zombies Adventures has been retired from Facebook as of October 12, 2014. It is always a sad decision to stop development on a game we have put so much love into, and we share your disappointment, as we too are gamers and fans, first and foremost.

Is there any other version I can still play?

No, this game was created for Facebook only, and there are no current plans to bring it to alternate platforms. However, there is still lots of fun to be had in the ever-expanding universe of Plants vs. Zombies!

PvZ 2 is free-to-play on iOS and Android devices, and we’re still adding new content, as well as daily challenges! PvZ Garden Warfare brings a multiplayer battle experience to your favorite neighborhood—play as Plants or Zombies on Xbox One, Xbox 360, PlayStation 4, PlayStation 3, or PC today! And of course, the original Plants vs. Zombies is still available on just about every device you can imagine!

And don’t forget about our classics still available for free online play on Facebook: Bejeweled Blitz, Solitaire Blitz, and Zuma Blitz!

Why was the game retired?

Maintaining a live online game is a massive process, and many resources must be devoted to supporting it. Unfortunately, this game, while loved by its passionate core of fans, never achieved the broader popularity needed to keep it going. We have regretfully ceased production on PvZ Adventures in order to dedicate the team to new projects we hope will be even more beloved.

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  • 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!

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  • Hidden Agenda has come to an end.

As of October 22, 2013, HIdden Agenda has gone offline.  We regret this disappointing news and thank our dedicated players from the bottom of our hearts.  We have truly enjoyed exploring this quaint and quirky town of mysteries, and we hope the journey has been as fun and memorable for you to experience as it was for us to create.

If you loved Hidden Agenda, check out our family of hidden object games for PCMacNintendo DS, or Kindle Fire!

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  • Lucky Gem Casino has transitioned to Gamesys.

Lucky Gem Casino has always been a joint venture between PopCap Games and Gamesys. As of November 18, 2013, Gamesys has fully taken over operations for the game.  This transition will not result in any unwelcome changes to the game.  Your coins, XP, levels, and achievements will not be affected, and new slots will continue to be added--Lucky Gem Casino will still be the same game you know and love!

Please contact Gamesys for all support inquiries regarding Lucky Gem Casino.

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  • The Bejeweled Blitz download game for PC is discontinued.

As of September 7, 2011, the PC download version of Bejeweled Blitz was discontinued. While we are able to constantly update and improve the online and mobile versions of the game, the PC version was far less flexible to maintain.  Rather than divide our focus, we chose to devote our energies to keeping Bejeweled Blitz awesome, consistent, and consistently awesome across our primary platforms for this title: Facebook, iOS devices, and as of 2013, Android devices as well!

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 mobile 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 you’re looking for more great Bejeweled action, check out the latest edition in this classic series!

 

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.

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:

  • Bejeweled Blitz on iPhone/iPod Touch, and iPad! 
  • Bejeweled Blitz on Android!
  • Bejeweled Blitz Live on Xbox, where you can play head-to-head against a friend and post scores to the Xbox Leaderboard! 

Check out our Bejeweled Blitz page for links to all current versions of the game.  We’ve got plans for even more Bejeweled excitement, so stay tuned!

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  • 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.

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  • Looking for the PvZ party invitations?

You can download the PDF files below to print your own Plants vs. Zombies party invitations, thank you notes, and envelopes!

Invitation

Thank you note

Envelope

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  • How to uninstall a game.

Uninstalling games on Windows XP/Vista/7:

  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.

Uninstalling games on Windows 8:

  1. Hover your mouse over the app you wish to uninstall, then right-click.
  2. In the menu that appears at the bottom of the screen, choose Uninstall.

Uninstalling games on a Mac:

  1. Drag the application to the TRASH
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  • 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.
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