Customer Support

Jobs at PopCap

Platform Support

Mac Games

  • 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?
  • 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 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?
  • 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?

Download Games

  • 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 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?

General Information

  • 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?
  • 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?
  • 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?
  • 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
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?

How to install/download

  • 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?

Troubleshooting

  • I can't enter my name at the start of the game!

If you have one of our games installed but are unable to enter your player name in order to get started, it is possible your anti-virus settings are preventing your keyboard from communicating with the game.

Some anti-virus programs will launch certain types of software (such as games) in what is called "sandbox" or "isolation" mode.  This prevents the software from interacting with other programs and processes on your computer, including your keyboard.

We recommend adding the game an exception in your anti-virus software options.  Please refer to your anti-virus help menu for instructions on this process.

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?
  • 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 have a problem running my game on my Mac.

I receive an error message reading: "Fatal Error Failed to load sound: sounds/bad2".

Please refer to the following steps to resolve this issue on your Mac:

  1. Open Audio MIDI Setup (/Applications/Utilities/), then check the Audio Output setting.
  2. Change the Audio Output setting to 44100.0 Hz.
  3. Quit the Audio MIDI Setup and restart your game.

The article detailing this particular issue can be found here:

Mac OS X: No audio from certain multimedia content:http://docs.info.apple.com/article.html?artnum=300832.

If I play my game in full screen, it appears in blue shades or "muddy" colors.

The resolution that your computer monitor is currently using may be incompatible with your game. Changing the resolution to 800x600 may resolve this issue. However, you may have to play the game in windowed mode, rather than full screen mode.

If you are having issues with a Mac game other than those mentioned above, please click Contact Us below, and provide the following details:

  • What was the exact error or crash you experienced?  (Please include the exact text of any error messages you received)
  • What was happening just before the crash?  (Playing a certain level or mode, a certain graphic or sound effect began to appear, launching the game, installing the game, etc)
  • Has this crash or error occurred more than once?  If so, does it always happen in the same sequence of events?

Any details you provide will help our Customer Support team to assist you with the issue!

Need further help?
  • Why can't I play beyond level 3-4 in Plants vs. Zombies?

If you are playing a free trial download of Plants vs. Zombies, it will run only through level 3-4.  In order to keep playing, please visit OriginPogo, or the Mac App Store to purchase the full game!

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?

Registration

  • How to register a game!

If you have a Mac game purchased directly from PopCap.com, please follow the simple steps below to register and unlock the full version from your downloaded free trial.  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.

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.

Need further help?

CD-ROM

  • 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 bought my game on retail CD-ROM, but it's asking me to register!

If you bought a game on CD-ROM from a retail store or site, there is no online registration process required.  If you are still seeing the Buy Now and Register prompts when you launch the game, that indicates you have a free trial version of that game installed on your computer. The free trial version will need to be uninstalled before you can install the full version from your CD-ROM.

For instructions on uninstalling a game, click here.

You may have noticed that there are several free trial versions included on your CD-ROM.  We hope you will enjoy those games for their free trial period.  If you want to purchase the full versions, please visit Pogo, Origin, or the Mac App Store.

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 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?
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