Contact the Online Store

Online Store Support is available 24 hours a day, 7 days a week!

If you have any questions about your Online Store purchase or account, or need help downloading your game, please contact Online Store Support (the Her Interactive Store at Digital River). If you purchased your game from another company’s website, you will need to contact their support for assistance.

Contact Online Store Support using their Contact Page. Please allow 24 hours for a response.

Email Online Store Support at

Call Online Store Support toll-free at 866-585-3251.
Phone support hours: 8am – 5pm Monday – Friday CST


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30 responses to “Contact the Online Store”

  1. Rhashanna McCombs says:


    I purchased Shattered Medallion on 5/13 order number 13125751122. I have been able to play the game up until today. When I open the game, the title screen will display but the options to start new game, load, etc…will not appear. I redownloaded the game but this did not help. I am unable to still play the game. Please help. Thanks.

  2. emily brittingham says:

    I am trying to use my 20% off promo code coupon that I received in the mail for suggesting friends. I have entered the promo code multiple times and it still does not want to work.

  3. Stre924 says:

    I have a number of ND games that I purchased through the Apple App store that will bounce on the bottom of the screen on my Mac when they are selected, but then will not load. I have contacted Apple and have not been able to solve the issue on their end.

    • Little Jackalope says:

      I’m afraid you’ll need to keep trying to contact Apple if you purchased from them.
      If you purchase from us, we can certainly help you get situated. 🙂

      • Emily says:

        I am sad to say I have had this problem on several games I have purchased from this site. I have contacted support to troubleshoot the issue when it first occurred, but after 3 months there was still no solution and I was forced to seek a refund. Disappointed that my most recent download has the same issue. Any update on the issue? Thanks in advance!

        • Little Jackalope says:

          Hello Emily, what is the problem you are having with the games you downloaded from our site? (If it was a matter of older games on newer operating systems, we have a workaround in our FAQ posts.)

          • ND fan says:

            I have the same problem except it is after installing physical copies of 2 Nancy Drew games on a MacBook Pro 2017. The games just won’t launch!! The icons bounce on the bottom bar and then the games close. The same 2 games used to work just fine on my 2015 MacBook Pro.
            I emailed HerInteractive Tech Support On Feb 20th about this issue. They emailed back the next day to ask me where I had bought my games. I replied on the 23rd and have had no news.

            I am very disappointed with the lack of support and after sale follow up with the customers.

          • Little Jackalope says:

            Hi ND fan, I think they meant where did you buy the game? Was it from our web site? The when doesn’t matter since the game never changed. Can you reply back to them and also let them know which two Nancy Drew games they are? Thank you!

  4. Gwendolyn Bradley says:

    I purchased Warnings at Waverly in November 2013 and it says that I am only allowed to download it for 30 days. So if I want to play it do I have to re-buy it or can I just pay the fee to make it available longer? Order # . I had to move so I no longer have it on a computer that I can access and would really love to play it. Thanks for your time.

  5. Caroline Riess says:

    Ordered a backup disc for one of the games and still haven’t received it. I have contacted them through email once, and the phone twice. The email response said wait 7-14 days and so did the 1st “customer support” person. I did, and today they told me it was re-sent on the 10th. I am supposed to wait another 10-14 days before calling again. I never got the pretend confirmation that was supposed to be sent the first time and they say they don’t have a tracking number. For a company who has the statement, “we pride ourselves on customer service”, they sure don’t mind telling customers that they should keep waiting. “I was told that I have the digital download, so just play my game and keep quiet about the backup disc”. I paid for the download and the backup disc. However, I was made to feel like they just threw the backup in as a prize and I will get it whenever they get around to it. NO MORE MONEY FROM ME!!

    • Little Jackalope says:

      Hello Caroline, I’m sorry you haven’t received your disc, yet. Which customer service contact did you use? HeR Interactive, or Digital River?

  6. Caroline says:

    Both emails were signed with the following, “Customer Service” I have no physical proof of the phone call.
    Is there a difference? If so, it would be nice to avoid that mess in the future. I dislike this situation because I love Nancy drew games.

  7. Little Jackalope says:

    Hi Caroline, there is indeed a difference in emails. The one you reached out to is our vendor, Digital River, who ships out the products. We will have our team reach out to them.

  8. Jordan says:

    Hello, I just downloaded the new game for my Mac. I was able to download it but when I tried to play it, I was unable to. All I got was a black screen and then an error message. I tried to redo it but it still did not work. I emailed the support emails but nothing has been said back to me. What can I do? Can I get a refund?

    • Little Jackalope says:

      Hi Jordan! I apologize for the delayed response, but thank you for emailing our customer support. Please keep an eye out for a response – we are a little behind on catching up on our emails.

  9. Martha Curiale says:

    I tried installing Secret of Shadow Ranch on my Intel I can’t uninstall it it says Catastrophic failure please help

  10. Payton says:

    I am trying to log into my account, but it keeps saying the server for digital river cannot be found, no matter what device I try from. Is it down? I am trying to download a game but unless I can login, I don’t know any other way to do it.

  11. Grace says:

    I am trying to download Trail of the Twister onto my Mac, but I can’t find the installation code on the DVD or the manual.

    • Indy says:

      For games installed from Disc (CD or DVD): the Mac code can be found on the Mac Manual insert included in the game’s packaging.

      For Digital Download games: the Mac code is included in the Order Confirmation email you received after purchasing your game. You can also look up your order in your Online Store Account. Your Mac code is just below the Begin Download button for the desired game.

      If this doesn’t help, please contact us at so we could help you with the next step. Thanks!

  12. Maleeha says:

    I have emailed 3 times about a refund because the digital downloads I purchased will not download onto my laptop. How can I get a response?? Thank you so much!

    • Roo says:

      Hi Maleeha!

      Did you email from this email address? I will follow up with our customer service team next week and make sure they see your message. 🙂

      Happy New Year!

  13. Sophie says:

    I purchased a download for Stay Tuned for Danger and was not able to run it. It gives me weird errors even when I try to run it in compatibility mode. What can I do to play this game? I’m trying to play all of the ND games!

  14. Mai Thatcher says:


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