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Frequently Asked Questions (FAQ's) / Help / Contact Us

If you have any queries regarding our site or support please contact customer-services@simplygames.com.

Delivery - Delivery queries/issues
Returns/Refunds - Order returns and refunds
Cancellations - Order cancellations
Product Information - Game content and DLC
Platform Information - CD key activation
Payment Information - Online payment queries
Pre-Orders - Pre-order information
Orders - Information about orders
Troubleshooting - Troubleshooting issues

Delivery - Delivery queries/issues

When will I receive my order?

CD keys are sent via email within a maximum of 9 minutes of your order being placed (subject to payment authorisation). If for any reason we are unable to process your payment we will contact you by email straight away.

Do you sell internationally?

We sell to the majority of Europe and a selection of worldwide destinations. A full list of international destinations is available when signing up to SimplyGames Digital.

It's been 9 minutes and I haven't received my order, what do I do?

First of all please check your Spam or Junk folders to make sure that the email containing your Key/Code has not been filtered into one of these.

If you have not received any emails from us then please log in to your SimplyGames Digital account and check your orders area to see if the order has been processed. If it has then you will be able to see the CD Key/Code in this area. If the order has not yet been processed then you will be able to see why and you can then contact us to resolve any issues.

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Returns/Refunds - Order returns and refunds

Can I return my purchase?

Due to the nature of CD keys/Codes they cannot be returned and are non-refundable once they have been sent out via our automated email system.

I have tried to activate my CD Key/Code but it does not work, what do I do?

Faulty CD Keys/Codes need to be reported to us within 24 Hours of your order being processed. If you are unable to call us then please send an email via the 'Contact Us' section of the website to log your complaint straight away. We will then do what we can to resolve the issue as quickly as possible.

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Cancellations - Order cancellations

How can I cancel my order?

Orders can be cancelled up until the point of payment being captured. Once we have captured payment your order will be immediately processed and emailed to you. To cancel an order before your payment has been captured you need to log into your SimplyGames Digital account and go to the 'outstanding orders' section in your account area where there will be a Cancel button available.

My order has been processed, can I still cancel for a refund?

Due to the nature of CD keys/Codes they cannot be returned and are non-refundable once they have been sent out via our automated email system. It is therefore not possible to cancel your order once it has been processed.

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Product Information - Game content and DLC

Downloadable content (DLC)

Some Pre-order titles come with extra downloadable content (DLC). We always update the product description and title to reflect this where applicable. If we do not mention any extra downloadable content in the product description or title then the stock that we are pre-selling does not come with the extra downloadable content.

Are the CD Keys that you sell compatible for both PC and Mac?

All of the CD Keys that we sell are compatible with PC unless stated otherwise however not all of the games will run on a MAC. This information will be displayed clearly on each individual title's product page.

In-game Languages

The vast majority of games that we sell will play in most European languages. However we cannot guarantee the exact list of languages for each game. For more specific information you will need to consult the publishers official website.

Minimum System Requirements

We do not list the minimum system requirements required to play each game that we sell however this information can be viewed on the publishers official website.

Can the CD Key/Code be activated in my region?

The vast majority of products that we sell are not region specific and can therefore be activated worldwide. If there are any restrictions on any individual products then we will indicate this clearly on the product page.

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Platform Information - CD key activation

Activation Using Steam

- Download and Install Steam by clicking on the following link http://store.steampowered.com/
- Launch Steam and log into your account. If you do not have a Steam account then you will need to follow the on screen instructions to create one.
- Click on the games menu at the top of the screen
- Choose 'activate a product on Steam'
- Follow the on screen instructions to complete the process of entering your CD Key
- Once the CD Key has been redeemed your game will appear in your library section
- To download and play the game you need to right click on the title and then click on 'Install Game'

Activation Using Origin

- Download and Install Origin by clicking on the following link http://store.origin.com
- Launch Origin and log into your account. If you do not have an Origin account then you will need to follow the on screen instructions to create one.
- Click on the Origin menu at the top left
- Select 'Redeem product code'
- Enter the serial key provided

Activation Using Blizzard

- Create an account at http://eu.battle.net/
- Click on games and codes
- Select 'code redemption'
- Enter the serial key provided

Activation Using Xbox Live

- Create an account with Xbox Live using link http://www.xbox.com/en-GB/live
- Hover over the Xbox Live menu at the top of the page
- Select 'Redeem code'
- Enter the serial key provided

Activations Using PlayStation Network

Using your PC
- Go to the PSN homepage using link http://uk.playstation.com
- Sign in to your SEN account. If you do not have an account then click on 'Sign Up' at the top right hand side of the screen.
- Select 'Redeem Prepaid Card' from the home page or go to the Account tab and select 'Redeem Prepaid Card' from the links on the left of the page.
- Carefully enter the code and select 'Continue'.
- The credit or content is now applied to your account.

Using your Playstation 3 Console
- Sign in to your local user and go to (Account Management) > (Redeem Codes) or in PlayStation Store scroll to the bottom of the left menu and select 'Redeem Codes'.
- Carefully enter the code and select 'Continue'.
- The credit or content is now applied to your account.

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Payment Information - Online payment queries

When is payment taken for my order?

Payment for your order will be taken for all in stock items within 9 minutes of your order being placed. Within this time our banks will carry out various security checks to ensure your order is not linked to any fraud activity.

How long do refunds take to show in my account?

Any refunds will show back in your account within 3-5 working days.

Why was my card declined?

We carry out numerous checks for fraud screening purposes and your order will have failed at least one of these fundamental fraud rules if you have received a Card Declined email. If you wish to discuss this with a member of staff then please contact our customer support team.

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Pre-Orders - Pre-order information

When will my order be processed?

Games that are pre-ordered will be sent to you 24-48 hours before the games official release date. This will allow you to redeem, download and install your game using the appropriate platform so that you can play the game on the day of release.

When will payment be taken?

Payment will be taken on the 28th day from the pre-order being placed (payments expire after 28 days unless we capture the funds) unless the pre-order's official release date is within the next 28 days. In this case payment will be taken 24-48 hours before the games official release date.

Does my pre-order come with any extra downloadable content (DLC)

Some Pre-order titles come with extra downloadable content(DLC). We always update the product description and title to reflect this where applicable. If we do not mention any extra downloadable content in the product description then the stock that we are pre-selling does not come with the extra downloadable content.

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Orders - Information about orders

Can I order via Telephone?

We are unable to take orders over the phone, therefore all orders should be placed via the website.

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Troubleshooting - Troubleshooting issues

It's been 9 minutes and I haven't received my order, what do I do?

First of all please check your Spam or Junk folders to make sure that the email containing your Key/Code has not been filtered into one of these.

I have tried to activate my CD Key/Code but it does not work, what do I do?

Faulty CD Keys/Codes need to be reported to us within 24 Hours of your order being processed. If you are unable to call us then please send an email via the 'Contact Us' section of the website to log your complaint straight away. We will then do what we can to resolve the issue as quickly as possible.

If the above FAQ's do not answer your questions please click here...

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