Online Store FAQs

The Her Interactive Online Store is new and improved! Please check these FAQs 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 is the Update on EDS (Extended Download Service)?

A: The EDS (Extended Download Service) was discontinued on September 25, 2022, from the HeR Interactive, Inc store. This was a paid service, provided by Digital River, that would allow the fans to redownload their purchased games for a limited time of five years from the date of purchase. We would rather encourage our fans to back up their purchases themselves free of additional fees. When you place an order via our website, our store provider, Digital River, allows 30 days to download your purchase. We highly recommend backing up your Nancy Drew games as we know our fans like to replay their favorite games.

We also know computers crash and backing up the files you value is a necessity. Here is some basic information for backing up your purchase:

Once your game/guide has downloaded successfully, you can back up the downloaded file(s) to a DVD, flash drive, or other external media so that you will be able to reinstall the game or use your guide again in the future without having to re-download.

Here are instructions for backing up your files:

  1. Plug your flash drive into a USB port on your computer.
  2. A small window may pop up and give you options for your flash drive, and you may hear a small sound to let you know the flash drive has mounted. If this happens, you can choose “Open folder to view files” (this is called “Autoplay”). If it doesn’t, you can find your flash drive icon listed in “My Computer”.
  3. Next, navigate to the downloaded game installation file(s) that you want to place on your flash drive (for newer games with more than one file, back-up all of the downloaded files associated with each). Right click on it and choose “Send To” and then choose your flash drive in the list.
  4. Wait until the file copies completely to the flash drive before removing the drive from your USB port.

Here’s a neat video tutorial that shows you in detail how to copy files to your flash drive.

You can also install your game directly to the external hard drive:

  1. Run the Setup application file.
  2. Accept the license agreement and click next.
  3. Select “Browse…” and navigate to your external hard drive. Click OK.
  4. Click Next.
  5. Click Install.
  • Please note that since the game has been installed to an external hard drive, you will need to always have the external drive plugged in when playing the game.
  • Do not unplug the drive while playing the game.
  • If you choose not to create a desktop shortcut, you will need to launch the game from the application file you installed to your external hard drive.

Thank you for being amazing fans and we hope you enjoy many more adventures with Nancy and the gang!

Q: How do I find the game I purchased?

If you created or logged in to an account when making your purchase, you can find all your information and download links in your online store account on the HeR Interactive website. 

Log into your account using the “Login” button in the upper right-hand corner of the page. To access the purchase this way, you will need to log in with the email address and password associated with your online store account.   Once logged in, click on the “My Order History” link to access your order information. When the order summary appears, click on the Download link next to the product name.

If guest checkout was used and no account was created/used, you will need the password from the order confirmation email to access your order. The order confirmation email contains the password and link that you will need in order to access and download your game & strategy guide. To look up your guest checkout order, please click here. Enter your order number and password from your order confirmation email into the “Quick Order Look up.” 

Q: What happens to purchases made prior to September 28th, 2011?

Our old online store closed on September 28, 2011. Since the new online store is serviced by a completely different download provider, the login information from your old account will not work, nor will the activation codes for your past games. As previously stated, we have allowed customers to transfer their older titles to their new online store account for a two year period, which concluded on October 31, 2013. Requests to re-download titles from the old store sent to will no longer be accepted. As of December 1, 2013, you will no longer be able to re-download previous games purchased from our old digital store.

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:  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.



57 responses to “Online Store FAQs”

  1. Max says:

    It’s been a couple months, but since I pre-ordered a game, can I still get a free strategy guide? Thanks!

  2. Cheyenne says:

    Hi, I was just wondering how the downloads work? If I pay to download a game offline does that mean I have that game for life or is it just on my current computer? Because I plan on buying a new one soon and I don’t want to be out games or money!

    Thanks, cheyenne

  3. Assila says:

    Hello! I purchased a game a year ago. However, recently I have changed computers. Does this mean I have to repurchase it again?

  4. Amber says:

    Hey! What is a back-up disk? Is a physical edition of the game that I already downloaded?

    • Little Jackalope says:

      Yes, it is a copy of the game on a disc that comes in a sleeve, instead of the box. 🙂

  5. Cindy says:

    Does Her Interactive accept Paypal Credit?

  6. Erika says:

    I have 3 physical game disks, however, I recently had to switch from my tower PC to a laptop for school, and my laptop doesn’t have a disk drive. Do I have to repurchase digital copies of my games?

  7. Samantha says:

    Is there any way to purchase a Gift Card or Emailed Gift Certificate for my daughter?

    • Little Jackalope says:

      Hi Samantha! There is a way to “gift” an order you place on specific games or products, and if you order physical products you can ship them to another address. If you’d like more details, feel free to email us at!

  8. Kia says:

    Hi Her Interactive,

    I’m trying to get access the 20% off coupon from the link I was sent but nothing ever comes up. How can I get the discount?

  9. Quinn says:

    How can I re-download a game that I just recently purchased, but had to delete because the game wouldn’t work the first time around?

  10. Beth says:

    Hi, does this service work in the UK as well?
    If I buy a download copy of a game will it work on my PC?

    • Little Jackalope says:

      Hi Beth! The digital downloads will work anywhere in the world. Just double-check what your computer system is like and compare with the specific game requirements (you can see those on each game’s page). If you have any further questions, you can email us at Thanks!

  11. grace says:

    I bought a game a couple of the other day, but I didn’t get a chance to download them. how do I find the download link again?

    • Little Jackalope says:

      Hi Grace! Did you order as a guest, or have you created an account? The method for finding your download link is different for each case. If you created an account, then select login from the drop-down under shop games – after logging in, click the “back to main help page link” then select “My order history” under “My Account.”

      If you ordered under a guest account, email us at and we can help you. 🙂

  12. Megan says:

    Decided that I wanted to play some of the games I bought digital copies of before that I don’t have on my new laptop. I still have them in my order history but it won’t allow me to re-download them since it is beyond 30 days. Just wanted to know if there’s any other way to re-download it or will I just have to manually transfer it?

  13. Caitlin says:

    I downloaded a digital copy of a game and I accidentally downloaded the PC version when I meant to purchase and download the MAC version. Is there anyway I can do an exchange?

  14. Brooke says:

    Just wondering, if I purchase the “Mac Physical Copy” of a game, am I going to get the regular boxed version that can be used on either a PC or a Mac or will I get a version that can only be used on a Mac? Thanks!

    • Little Jackalope says:

      Hi Brooke! The physical copy is both PC/Mac compatible, so if you have both kinds of computer, purchasing a physical copy will indeed work!

  15. Collette says:

    Is there an option to give a digital download as a gift?

    • Little Jackalope says:

      Hello Collete! Yes indeed, once you are checkout, scroll down to the “Billing Information” section. You can check the box that says ‘Please check this box if you would like this order to be sent as a gift.’ You will be prompted to enter a recipient email address and gift message.

  16. Erica Schmidt says:

    Is there a way to exchange one digital download game for another?

  17. Sarah says:

    Can I purchase a back-up disc at a later time than when I purchase the digital download?

  18. Maryann says:

    If I get a digital download for the Mac and also get a back up disc will the back up disc only be mac compatible or both?

    • Little Jackalope says:

      Hello Maryann, if you purchase a digital download of a Mac version, the backup disc will be for Macs. 🙂

  19. Ashley says:

    I bought two digital downloads back in 2011, And recently wanted to redownload them (they are not on my laptop for some reason anymore). But I found out that I can’t access them because of the change that happened in 2013. I never received an email or saw a notification that I would lose the games I had purchased. And I have been buying from you guys since day 1, buying the games as soon as they come out. I’m so disappointed you would do this to me again (I lost a couple games way back in the day when I was a kid to the same situation, but never pursued it)

    • Little Jackalope says:

      Hello Ashley, I’m sorry you lost your games. We alerted everyone for for a year or two about the store change. Would you please contact us at and let us know which games you bought and provide the account name and email you had with us? Thank you!

  20. rebecca Norton says:

    Hi do you deliver to the UK as couldn’t see it in list but have all other countries thanks

  21. Katie says:

    If I by the backup disc for a game will it be both Windows and Mac compatible? I normally play my games on an old Dell laptop, but I’ve been having more and more problems installing it on that, so I just wanted to see if I would be able to play it on my Mac if that were to happen.

    If it does come for both, which version would I have to order? The Mac or Windows one?

    Thank you so much!!! Can’t wait to buy a new game!

    • Little Jackalope says:

      Hello Katie! It depends on which game. If the game is an older one, the disc is only for PC. If you want to try playing the older games on a Mac, we know that using a port can work on your mac. Check out Bootcamp or Wineskin, we have a quick snippet about this here.

  22. Katie says:


    I was just curious if I bought the back-up disc to a game if it would be both Windows and Mac compatible. I normally play my games on an old Dell laptop, but I’ve been having more and more trouble installing games on it, so I just wanted to make sure I could play it on my Mac if that were to happen.

    If it does come compatible as both, would I have to order the Windows or Mac version?

    Thank you! I can’t wait to buy a new game!

  23. Rose says:


    Just wondering if Her Interactive intends on eventually making all games Mac compatible?


  24. Missy says:

    Nancy Drew has been in my family one way or another for generations. I started playing the PC games since they first came out when I was a kid. Now I enjoy playing them with my daughter! However, I don’t have all of them and we were looking to purchase ones I am missing, but apparently I’ve been under a rock because I can’t find them anymore? Am I still able to purchase physical copies? #missingNancy

    • Little Jackalope says:

      Hello Missy! Many of our older games have run out of the physical copies, and sadly, we won’t be making more anytime soon. Our games are still available as digital download from our site, though!

  25. Christina says:

    My sister and I have been playing Nancy Drew for years, but unfortunately we can no longer access a few of our digital purchases off my mom’s account because it’s been more than 5 years. Is there any possible way to download them today?

    • Little Jackalope says:

      Hi Christina, did you back up your digital games to a hard drive before deleting them off the computer?

  26. Daniela Gayol says:

    Hello HerInteractive. I have been a Nancy Drew fan and a member of this community since I myself was a child. I have bought and played all of your games and find myself wanting to replay them from time to time. Something that really upsets me is that most of the older and some of the newer games are only available for download. You can no longer purchase physical copies. I don’t mind downloading the games and buying the extended download service but I don’t understand why this feature expires after 5 years. I bought and downloaded a game in 2014 that I no longer have access to because my access expires. It does not make sense to me why I should have to purchase the game again. Is there a feature where I can extend my access to games I have purchased beyond 5 years?

    I look forward to your response…

    • Little Jackalope says:

      Hello Daniela! Thanks for being such a great fan! The discs you still have are still good for re-installing the games on your computer. You may need to use some additional steps that we have in our FAQ post about installing older games on Windows 10, but most will still work. As for digital downloads, you can copy the files onto a hard drive or jump drive or even onto a blank CD to save them for later and get them off of your computer until you want to play them again.

  27. George says:

    Good afternoon. I would like to ask how to get a patch for 33 games, for playing using the controller (patch dated March 6, 2020), if the game was purchased not through Steam, but in the Digital River store.

    • Little Jackalope says:

      Hello George! Only Nancy Drew: Midnight in Salem is controller-compatible and only on Steam at this time. We hope to have a patch for the game purchased from our site in the future.

  28. Ina says:

    Hello, on July 31, 2021 I purchased 4 Nancy Drew games and downloaded them onto my laptop. I did not get a chance to play them because my laptop “died” last week.
    I am aware that 30 days have past and I did not purchase the extended download service. Is there any way that I can still purchase this service and be able to download the games onto my new laptop? Your help is greatly appreciated! Thank you.

  29. Detra jenkins says:

    i bought nancy drew secrets can kill from the store walmart but lost disc i have the box and mac installation code how do i get my game back to download

  30. Tara says:

    I was wondering why is game #20 Ransom of the seven ships no longer available? Will it be in the future.

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