Support

Questions about buying and unlocking games

1. What payment methods are acceptable for purchasing PlayFirst games?
   • Currently we accept Visa, MasterCard, American Express, Discover, and PayPal for online purchases.


2. How are tax charges determined?
   • Citizens of the European Union must pay VAT on their purchase. Citizens of the United States and other countries do not pay tax on PlayFirst game purchases.


3. When is my credit card charged?
   • Your credit card will be charged immediately after the purchase has been completed.


4. I have my unlock key, how do I unlock the full version of the game?
   1. If you have not already done so, buy the game. You have to buy a game to be able to unlock it.
   2. If you have not already done so, download and install the free trial version of the game on your computer.
   3. When you bought the game, you should have received a confirmation email that contains an unlock key. The unlock key looks something like this: W82QE-HCP5K-5BFUJ-ZJ23A-581002
   4. Start the game by double-clicking its icon on the desktop (or by selecting the game from the start menu). When the trial screen appears, type your unlock key into the appropriate box, and press the "unlock" button to activate the full version of the game. NOTE: you may also unlock the game by entering your PlayFirst.com account username and password instead of the unlock key.


5. I get a "Failed to contact PlayFirst" message when attempting to unlock my game. What should I do?
   • Confirm that you are connected to the internet—you must be connected to the internet to unlock the game. (Once the game is unlocked, you do not need to be connected to the internet to play).
   • If you are using firewall software, make sure that it recognizes the game software as safe.
   • Check the security settings of your browser—sometimes browser security can stop the game from contacting our servers. Try reducing the security settings of your browser if they are set high.
   • Check the date on your computer and make sure it is correct.
   • If you are using an old version of a browser, try upgrading it.
   • Occasionally, the PlayFirst authentication server may experience a short period of downtime. Wait a few hours and try unlocking the game again.
   • If you continue to experience problems submit a help request using the Help Request Form.


6. I lost my unlock key—is there some way I can get it again?
   • Once you have logged in, click on your Avatar at the top right of the page. From there, click "Get my unlock keys" to see a listing of the games you've purchased and their unlock codes. (Remember, you can also unlock a game with your PlayFirst.com account username and password instead of the unlock key.)


7. My unlock key gets rejected. Why?
   • Make sure you have downloaded the game from www.playfirst.com. Our unlock keys will not work for games downloaded at any other website.
   • Unlocking a game requires an internet connection. Try connecting to the internet and then unlocking the game.
   • Configure your firewall. Sometimes firewalls and other security software interferes with the unlock process.
   • Type the code in carefully to be sure you are not mistyping. The easiest way to ensure your code is correct is to copy and paste the code into the unlock field.


8. I would like to request a refund of my purchase.
   • You may request a refund at any time within 30 days of your initial purchase by simply filling out a Help Request Form with the following information:
     • The email address you used at the time of purchase
     • The game name
     • The order number
     • Your reason for a refund
   • We review refund requests on a case-by-base basis. Please note that not all refund requests are granted.


9. How many times can I use my unlock key?
   • Unlock keys can be used up to 3 times to unlock a game either on the same personal computer or a work computer. Once a key is used, the usage cannot be recovered by uninstalling the game. Also note that Mac and PC game unlock keys are platform specific. Each key version will not work for both the Mac and PC and must be purchased separately if both versions are needed.