Frequently Asked Questions

  • How to Access Your Account:

    To access your account (profile, order history, payment info) please click here.

    Need Technical Support for Nancy Drew Games? Search by game title or keyword, or check the FAQs for help:

    • Games: for game-specific help, including patches.
    • Installation: for installation instructions and help with errors.

    For more help email techsupport@herinteractive.com

    For non-Tech Support questions, including Orders and Feedback, check the Contact Us page.

     

    Updates:

     

    Tips for a Successful Download:

    Read here for detailed help downloading your Digital Download game if:

    • You are using Wi-Fi, Satellite or a dial-up internet connection
    • You are not sure if your game downloaded correctly
    • You received a “No mountable file images” or “.dmg” error after downloading to Mac
    • You received a “-5001” Error after downloading to PC

     

    Online Store:

    Her Interactive has a new Online Store! You can now order both Physical and Digital products from one store.

    Learn more at the Online Store Support & FAQs, or Login to your Online Store Account.

    We now offer International Shipping from our Online Store. All of our games, strategy guides, and other products can be shipped directly to you anywhere in the world.* For more information and Shipping Rates, see our Physical (Boxed) Products Help Page.

    *Except where barred by U.S. trade sanctions.

    Check our Online Store FAQs if you purchased digital download games prior to September 28th, 2011.

     

    ATTENTION AMATEUR & MASTER SLEUTHS!

    Introducing FREE SHIPPING on all orders of $25 or more*

    Only at www.herinteractive.com. Thank you for supporting Her Interactive!

    * Free Standard Shipping (3–5 business days) * USA Only

     

    Windows 10 Compatibility:

    We know Nancy Drew game compatibility must be on a lot of your minds with the upcoming release of Windows 10.

    Microsoft has indicated that Windows 10 has the same base code as Windows 7 & 8 and therefore all games that work on Windows 7 & 8 should work on Windows 10.

    Below is a link from Microsoft on this topic:

    http://answers.microsoft.com/en-us/w…7-d51a2d7b611c

    More information to follow as needed.

    Nancy Drew: Sea of Darkness Pre-Order Info.

     

    Pre-ordering really is the way to go!!!

    Everyone who pre-orders Nancy Drew: Sea of Darkness will receive a free digital strategy guide and the exclusive Bonus Edition (bonus edition extras include: find and collect exclusive in-game phone charms, snoop through additional entries in a characters’ tablet, play mini-games on your in-game cell phone, earn a unique in-game award, find and read The Factually True Adventures of Sonny Joon & Cyborg Nancy, hunt for an exclusive Easter egg). As an added bonus, the first 500 fans to pre-order will receive a KoKo Kringle chocolate bar! With all these extra features this really is the best way to go – oh did we mention, you also get your game before it is available in stores?  

    What is EDS (Extended Download Service) and do I need it? The EDS allows you up to five years to download your game; this is great for digital orders should you get a new computer or your computer crashes you can simply log in to your shop games account, access your order and re-download your game.

    Physical orders: anyone who purchased a physical game will receive an email when pre-orders release letting them know that their strategy guide is available for download. They will then receive a separate email with tracking information once it is available. (No tracking number provided for International Postal orders.)

    Digital orders: digital download game pre-orders will receive the notification email for both the game and strategy guide on the day that digital download games are released.

    Due to a high volume of pre-orders, shipping occurs over a period of 2-3 days. All pre-orders will ship on or around May 12th, 2015. Remember that UPS shipping times do not include weekends or holidays, so do not count those days when estimating arrival. USPS continues to move packages over the weekend, so you can expect your order to arrive in approximately 5 days with this option. Also, please note that shipping times may vary depending on your location.

    Domestic orders will be updated with shipment tracking as soon as they ship. You will receive an email confirmation with the USPS or UPS tracking number usually the day before the order actually ships. It can sometimes take up to 24-48 hours for USPS & UPS to update their site with the tracking information, so if you receive a message stating the tracking number cannot be found, then wait and try again later.

    Shipment Tracking: Access your account to track your order from our Shop page at http://www.herinteractive.com/shop-games/all-games/ . Click on the white “Login” button under the “Shop Games” tab then log in using your email address and password. From there, you can either click on the link titled “My Order History” under the “My Account” section, or enter your order number & password in the “Quick Order Look Up” section on the upper right side and click “find order”. Your tracking information will be stored here.

    NOTE**International orders can experience a delay of up to 4 weeks (or longer) depending on location. There will be no tracking available for orders shipped internationally via USPS/International Postal. For more information regarding international shipping, please visit:http://www.herinteractive.com/2014/0…onal-shipping/

     

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