* * * firstname.lastname@example.org * * *
We respond to most e-mails within 12 hours or less.
We do not ignore e-mails. If you e-mail us and do not hear back after 48 hours, it is likely because our reply is in your spam folder or your e-mail provider censors incoming e-mail and our reply was silently blocked.
The following e-mail providers have been known to block their users from receiving our e-mails: @btinternet.net, @icloud.com, @nate.com, @mac.com, @sina.com and @sohu.com. Even if you e-mail us first, our replies to you will be silently blocked.
Payment Rejected by Verotel
If you attempted to purchase a game and your payment was rejected by Verotel, it is likely due to one of four reasons:
1. Your card issuer blocked the transaction
This is by far the most common reason. Sometimes card issuers block transactions they erroneously deem unusual or suspicious. This can almost always be resolved by contacting your card issuer.
2. Unsupported card type
Verotel accepts Visa and MasterCard. American Express, Discover and UnionPay cards are not supported.
3. Prepaid gift card
Most prepaid gift cards sold in the U.S. (such as a Vanilla Visa) can be used to purchase the games here. However sometimes a particular card just will not work for no apparent reason. If this occurs please contact us as we can charge the card using an alternative method.
4. Using an @protonmail.com e-mail address
Verotel will automatically reject any purchase attempt that lists an @protonmail.com e-mail address due to associations of fraud and cyber crime with this e-mail provider.
In some cases we may be able to provide you with more specific information on why your payment was rejected; please contact us directly.
Game Account / Download Problems
Login not working
If you just purchased a game and cannot login for the first time to download it, you are most likely entering in your username and password incorrectly. Check the confirmation e-mail you received to verify your exact username and password.
Note that usernames and passwords are CaSe SeNsItIvE. That means there is a difference between an "E" and an "e" logging in. If you are still unable to log in, please contact us directly.
Can login but cannot download game software
99.9% of the time this is caused by using an outdated and/or incompatible internet browser. We recommend using an up to date version of Apple Safari, Google Chrome, Mozilla Firefox or Microsoft Edge.
Due to incompatibilities in the authentication system our website uses, most internet browsers made in mainland China (UC, 360, QQ, etc) will not work. Chinese players should use one of the above browsers.
Lost username / password
Please contact us directly.