Frequently Asked Questions

Access Your Account:

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

Updates:

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

  • Game Help: 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.

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.
  • Online Store FAQs for digital download games purchased between September 29th, 11 and November 26, 2024.
  • Online Store FAQs for digital download games purchased prior to September 28th, 2011.

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

Click Here for instructions on backing up your game files.

Finding Orders Purchased Before November 26, 2024

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, no account was created/used and 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” section.

Compatibility:

Apple / macOS

Games #22 – #32 with 32-bit programs are no longer supported by 2019 and subsequent Apple versions Catalina, Big Sur, Monterey, Ventura, or later. Games #33 Midnight in Salem and #34 Mystery of the Seven Keys are not affected by this change and will run on Apple’s latest OS. More information here.

Identify your system’s macOS Version

 

Windows

We know Nancy Drew game compatibility must be on a lot of your minds with the release of Windows 11.

Microsoft has indicated that Windows 11 has the same base code as Windows 7, 8, & 10 and therefore all games that work on Windows 7, 8, & 10 should work on Windows 11. If you encounter any issues, we will try to provide possible workarounds, but we cannot guarantee that they will work due to compatibility issues. However, please be assured that we will fully refund the game if it does not run on your Windows 11 PC.

Below is a link from Microsoft on this topic:

 

Common Issues

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