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Here are the most common support questions people have about Telltale's games. If your question is not answered here, please post on the support forum or send our support team an email.
We try very hard to respond to email within a day or two (and often reply even sooner). If it's been a few days and you haven't heard back from us, there's a good chance we didn't get your email, or you didn't get our response. Check your spam folder. If email just doesn't seem to be working, post in our support forum. Mention that you've already tried to email us, and we'll look into the problem right away. Before we get started with the FAQ, here are some links you may find helpful:  
I'm trying to buy a game from your website, but whenever I try to check out, the cart is empty. What's wrong?
What payment methods do you accept? Which countries do you accept orders from? Why was I charged more than the price advertised on your site? How can I tell how much shipping will cost? I got an error message when I tried to check out. Now what? I bought one episode of Sam & Max and now want to buy the rest of the season. Can I get it for a discount? I'm trying to upgrade from one Sam & Max episode to the full season, but I get a message that my order number does not contain a valid product to upgrade. I want to buy a downloadable game to give as a gift. How do I do this? I want to buy a CD version of a Bone game to give as a gift. Will the person I give it to be able to use it without having my email address and order number? 
How do I download my game?
I looked up my order on the Find My Order page but don't see any download buttons. I bought one of your games through the demo version. How do I activate it? I'm a Sam & Max: Season 1 customer. How do I get my episodes? I'm having trouble downloading a game from Telltale's site. Okay, I have my game. Now how do I activate it? I'm prompted for a password after I enter the serial number on my Bone CD. I'm getting a message that my game has already been activated on the maximum number of computers. I tried all these things and I still can't activate my game. Now what? You sent me an activation key, but when I enter it I get a message that the key is invalid or has expired. Do I need an internet connection to play your games? My computer is connected to the internet, but I'm getting an error about not being able to connect when I try to activate. I uninstalled one of your games, and now I want to play it again. How do I do this? My game didn't activate automatically, and when I click "I've already purchased this" I get an error message that says "Missing one or more tags." 
What are the system requirements for your games?
Do your games work with Windows Vista? Is Intel video supported? I get an error message about a corrupt installer when I try to install the game. My game is running way too fast! When I launch the game, I get an error message about Direct3D. What does this mean? When the game starts, all I see is a white screen. Music is missing altogether or from parts of the game, but I do hear sound effects and voice. The game is running slowly on my machine. My game window disappeared! My video card is an Nvidia Geforce 4, and I'm having crashes or perforance problems. A Sam & Max episode crashes with an access violation error. When I launch the game, I get a message about the program being damaged by a bad sector of the hard drive. When I launch the game I get this error message: "Error while unpacking program. Please report to author." I'm having a support problem that isn't covered on this FAQ!
I'm trying to buy a game from your website, but whenever I try to check out, the cart is empty. What's wrong?
This might be due to your cookie settings. Make sure your browser is set up to accept cookies from telltalegames.com and digitalriver.com (our ecommerce provider). If you use Zone Alarm, disabling it temporarily or turning off the "block third party cookies" feature may solve the problem. If all else fails, try using a different browser. Update March 21: This issue should now be resolved. If you have this problem, please email us at support@telltalegames.com to report it. Back to top. What payment methods do you accept? Our online store accepts credit cards, PayPal, and wire transfer. Back to top. Which countries do you accept orders from? We accept orders from most countries in the world. (Some of them we've never even heard of!) When you check out, you will need to select your country from a drop-down list. If you can't find your country on that list, email us and we'll look into it. Back to top. Why was I charged more than the price advertised on your site? The extra money is for tax. Tax is calculated just before checkout, based on where you live. For example, you may be charged US sales tax if you live in certain states, or VAT if you live in Europe. Any taxes applied to the order are shown on the last page before you submit your order. Back to top. How can I tell how much shipping will cost? Shipping is calculated during checkout, based on where you live and the items in your cart. There are a few shipping methods for each location. Unfortunately, in our store you have to select the shipping method without seeing how much it will cost, but you will see the total shipping amount before you submit the order, so you can go back and change your shipping option if you want to. (In general, regular postal mail is cheapest but it also takes the longest.) If you would like to find out how much shipping is likely to cost for your order, just email us and ask. Back to top. I got an error message when I tried to check out. Now what? Unfortunately some of the error messages that can occur when you try to check out are not very descriptive. If you get an error message when you try to place your order, email us with information that will help us find your order attempts (such as your first and last name or the email address you're using to place the order) and we will look into the problem for you. Back to top. I bought one episode of Sam & Max and now want to buy the rest of the season. Can I get it for a discount? Sure can! Visit this page for details. Back to top. I'm trying to upgrade from one Sam & Max episode to the full season, but I get a message that my order number does not contain a valid product to upgrade. If you start to upgrade and then stop halfway through, the system thinks the order number has already been used. Email us and we can reset the order number in our coupon system. Back to top. I want to buy a downloadable game to give as a gift. How do I do this? Right now, the best way to do this is to place an order that contains ONLY the game you want to give as a gift. If you don't want the recipient to know about it yet, use your email address so the order confirmation goes to you. When you give the game as a gift, you will need to provide the order number and password created when the order was placed to your friend so s/he can activate the game. Make sure it's a password you don't mind sharing! Back to top. I want to buy a CD version a Bone game to give as a gift. Will the person I give it to be able to use it without having my email address and order number? Yes. An email address and order number are only needed to activate a downloaded version of the game. The CD version is activated with a serial number -- no email address or order number necessary. Back to top.
How do I download my game?
When you buy a game in our online store, you get a download link at the end of the checkout process. Downloading through this link should activate your game automatically. If you didn't download from this link or need to get the game again, visit our Find My Order page and enter your order number and the password associated with your order. You will then be able to download the games on this order. (If you have a My Telltale account, visit your Past Purchases page to get your order number and download your games.) Back to top. I looked up my order on the Find My Order page but don't see any download buttons. There are a few reasons this could happen:
I bought one of your games through the demo version. How do I activate it? The demo may have activated and converted to the full version after you paid for it. You'll be able to tell because the two small buttons for launching the demo and buying the full version will have changed into one big Launch Game button. If the game didn't activate automatically after you paid for it, just click "I've already purchased this" on the launch screen and enter your order number and password. This should activate the game for you. (Note that in most cases, this ONLY works if you bought the game through the demo version -- not if you bought it from the online store.) Back to top. I'm a Sam & Max: Season 1 customer. How do I get my episodes? Sam & Max: Season 1 customers should visit this page to learn how to access your games. Back to top. I'm having trouble downloading a game from Telltale's site. Some firewalls and proxy servers interfere with the download links we use. If you're having trouble downloading, check out this thread on our forum for an alternate download link and activation instructions. Back to top. Okay, I have my game. Now how do I activate it? When you download your game from a download link on our site, it should activate automatically. You need to be connected to the internet to activate. Once the game is activated, the internet connection is no longer needed. If the game doesn't activate automatically, or if you don't have an internet connection, click Activation Support on the first game screen and follow the instructions to get an activation key from us. To activate the CD version of Bone: Out from Boneville or Bone: The Great Cow Race, simply enter the serial number from your CD or CD case. Again, an internet connection is needed for activation only. Click Activation Support if you need help. Back to top. I'm prompted for a password after I enter the serial number on my Bone CD. This happens on some computers. Just click "Cancel" and you'll be allowed to proceed. Back to top. I'm getting a message that my game has already been activated on the maximum number of computers. Contact our support team and we'll fix this problem for you. Be sure to include your order number or some other information that will help us identify you, such as your first and last name or the email address used to purchase the game. Back to top. I tried all these things and I still can't activate my game. Now what? When all else fails, click on Activation Support at the bottom of the screen. This will provide you with your computer's hardware fingerprint code. Send this code to our support team, along with your order number or some other information that will help us identify you (such as your first and last name, or the email address you used to place the order), and we will send back an activation key that allows you to activate the game manually. Make sure to mention which game you're trying to activate! Back to top. You sent me an activation key, but when I enter it I get a message that the key is invalid or has expired. This message may occur if your name or the key have not been entered exactly right. Make sure you enter your name and the key as they were sent to you by our support staff. (Both fields are case sensitive!) If this still doesn't work, contact us and we'll help you get to the bottom of it. Back to top. Do I need an internet connection to play your games? An internet connection is needed to download our games, as well as to activate them. This includes activation of the CD versions of our Bone games. If you're trying to activate a game on a computer without an internet connection, click on Activation Support at the bottom of the first game screen. This will provide you with your computer's hardware fingerprint code. Send this code to our support team, along with your order number or some other information that will help us identify you (such as your first and last name, or the email address you used to place the order), and we will send back an activation key that allows you to activate the game manually. Back to top. My computer is connected to the internet, but I'm getting an error about not being able to connect when I try to activate. This sometimes happens if you are using a proxy server or firewall. Click Activation Support on the first game screen and follow the instructions to get a manual activation key from Telltale. Back to top. I uninstalled one of your games, and now I want to play it again. How do I do this? Visit our Find My Order page and enter your order number and the password you created when you placed the order. This will bring you to a page where you can redownload the games on this order. If you have a My Telltale account, your order numbers are stored on your Past Purchases page. Back to top. My game didn't activate automatically, and when I click "I've already purchased this" I get an error message that says "Missing one or more tags." This error means that something strange happened with the activation system during download or installation. Redownloading/reinstalling usually resolves the problem. If this doesn't fix it for you, please click Activation Support on the first screen of the demo version and follow the instructions to get an activation key. Back to top.
What are the system requirements for your games?
The requirements for Telltale's games (Bone, CSI, Sam & Max, and Texas Hold'em) are as follows. Required
Back to top. Do your games work with Windows Vista? As of right now, the only games that work with Vista are Sam & Max episodes 2-6, Out from Boneville, and The Great Cow Race. See this thread on our forum for more information about Vista compatibility. Back to top. Is Intel video supported? Some Intel video chipsets are supported. However, if your video is on this list, it probably won't work with our games. If your Intel video is not on that list, the game should run fine. Back to top. I get an error message about a corrupt installer when I try to install the game. The corrupted installer error means something went wrong with your download. Sometimes a corrupt temp file hangs around on the computer after that bad download, and prevents you from downloading successfully next time. To resolve this, uninstall the game (if you have that option) and then search the computer for files that contain the name of the game so you can delete any temp files that may be remaining from the bad download. Then try downloading again. If you continue to have trouble, try downloading the game from an alternate link. Back to top. My game is running way too fast! This is a problem that occurs with certain processors. Downloading an updated version of the game from our website will fix the problem. You can install on top of the original game, and your saves and activation should not be affected. If you don't want to download a new version, you can go into the options menu and set the game to "laptop mode" (even if you're not using a laptop). The game will then run at normal speed. (Note that laptop mode is only an option in older versions of our games.) Back to top. When I launch the game, I get an error message about Direct3D. What does this mean? There are a few reasons this error could occur. To resolve the problem:
When the game starts, all I see is a white screen. Try deleting the prefs.prop file from your game directory before launching the game. Also, make sure your computer's graphics are running at 32-bit instead of 16-bit. To change this setting, right-click on the desktop, select Properties, and go to the Settings tab. Back to top. Music is missing altogether or from parts of the game, but I do hear sound effects and voice. This problem has been reported by a few of our customers. Here are some things to try:
Back to top. The game is running slowly on my machine. Try setting the game's graphics quality to low, and setting the game resolution down to 800x600. Closing all other applications that are running on your computer will also help, as will making sure you have the latest audio and video drivers. Also, if you have been playing for a long time, quit the game and start it again. Back to top. My game window disappeared! You may have accidentally minimized the game. Look for the game in your taskbar and click it to maximize the game and get playing again. If you continue to have this problem, try turning full screen mode off. You can also switch between windowed mode and full screen by pressing Alt-Enter on your keyboard. Back to top. My video card is an Nvidia Geforce 4, and I'm having crashes or perforance problems. Some of our customers with this video card have reported that the driver here work best with our games. (The same driver is also available here if you'd like more information about it.) Back to top. A Sam & Max episode crashes with an access violation error. This problem has been reported and we are currently working on a fix. Please visit our support forum for the most recent information. Back to top. When I launch the game, I get a message about the program being damaged by a bad sector of the hard drive. This error is commonly caused by the virus protection AOL uses conflicting with the activation system in the game. We have been told that the problem is fixed in version 210.5.2.1 of AOL's Safety and Security Center. If you don't have version 210.5.2.1 yet, please update the Safety and Security Center and see if that fixes the problem. If it doesn't, send us an email so we have a record of the problem. Back to top. When I launch the game I get this error message: "Error while unpacking program. Please report to author." This error appears to be a problem conflict between certain virus protection programs and the activation system used by our games. We are still gathering information about the issue to figure out exactly what's wrong. If you get this error message, please email us to report it. Make sure to tell us your system specs, including any virus or spyware protection software running on the computer. Also please say if the error message mentions code LP5 or 5-11 (or something else). Back to top. I'm having a support problem that isn't covered on this FAQ! Please visit our support forum and look for threads about the same problem. If a lot of people have posted about an issue, we're probably working on it at this very moment. Please be aware that after a problem has been reported to us, we can't always fix it immediately, but we do our best to find out what's going wrong and get it fixed as soon as we can. Back to top. |
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