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Online Store FAQ's
The Her Interactive Online Store is new and improved! Please check these FAQ's for information about the new store, and help with your purchases/account at the previous Digital Store.
Q: How do I make purchases in the new Online Store?
A: You can now purchase digital downloads and boxed games from the Online Store. Simply click either the "Download" or "Buy Boxed" button under the game or guide you wish to purchase. Items placed in the Shopping Cart will remain there until you checkout.
Q: What else is different about the new Online Store?
A: The Online Store is managed by our partner Digital River. They offer certain new services including Extended Download Service (EDS) and Back-up Disc options. These options can be added to your Order at the time of purchase and will cover ALL PRODUCTS in your Order. For instance, if you order ten (10) games, and choose the Back-up Disc option, you will receive back-up discs for all ten games, but only pay for one Back-up Disc. You will only be charged ONCE per order for the EDS or Back-up Disc.
Q: What happens to purchases made prior to September 28th, 2011?
If you had a previous account with the old Digital Store, you can create a new account at no charge using a promo code. The old Digital Store closed on SEPTEMBER 28th, 2011. If you made purchases after this date, including game #25 Alibi in Ashes, you DO NOT need a promo code. Please log in the Online Store to view your purchases and account.
If you had a previous account with the old Digital Store, please send a request from the email address associated with your past account to email@example.com. If you no longer have access to the email address associate with your past account, be sure to include your old email address with your request. We will send you a promo code which you can use to move all your purchases prior to September 28th, 2011 into your new Online Store account.
Q: Why do I need to create a new Online Store Account?
A: Since the new Online Store is serviced by Digital River, a completely different provider, the login information from your previous account will not work. To protect your privacy, you will need to create a new account.
Q: How do I create a new account?
A: You will need to place an order to create a new account. When placing your first order, skip the “Account Login Information” section and drop down to the “Billing Information” section. In the “Billing Information” section, you will enter the email address and password that you wish to use for your new account. This will create your new account. Please note that since this is a completely different Online Store provider, your old login information will not work.
Q: What happened to my old account & why can’t you transfer my account to the new provider?
A: Due to privacy laws, there was no legal way for us to transfer customers' private information and purchase history from one company to another. All old accounts were securely deleted; however, Her Interactive does have a complete list of all past purchases.
Q: Do I need to know my old account password and email to create my new account?
A: No, this is a completely new account and your old account password and email are no longer relevant.
Q: Can I use the same email address and password on my new account?
A: Yes, you can use the same email address and password for your new account.
Q: Is the new store secure?
A: The new Online Store is just as secure as the old store. As always, all account information is stored on a secured server and all credit card information is encrypted during transactions for your security.
Q: Will I be able to access my account history on my new account?
A: Yes, your new account will track your history of all purchases made in the new Online Store. You can find this information on the Online Store Support FAQ.
Q: Do I have to re-pay for my old games now?
A: You do not need to re-pay for older games. We will provide a promo code to allow you to re-download any games you previously purchased in the old Online Store at no additional charge. To retrieve your purchase history, please send a request from the email address associated with your past account to firstname.lastname@example.org. If you no longer have access to the email address associate with your past account, then be sure to include your old email address with your request.
Q: What happens to the credit card information I had saved on my old account?
A: All saved payment information was securely deleted when the old Online Store closed on September 28th, 2011.