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FAQ
Frequently Asked Questions
Payment & Billing
A. 1.0 What payment methods are accepted?
We are pleased to offer our customers the convenience of online payment using your Credit Card via our secure server and the services of PayPal and RBS WorldPay. These services accept a large number of credit and debit cards, as well as bank transfers and cheques.
A. 1.1 Can I pay by sending cash or cheque directly to GameTree Online?
While we do not accept any payments directly at GameTree Online, our payment service providers like PayPal may allow you to send cheques or use direct debit.
Please note that PayPal users paying via the 'echeck' (bank transfer) method will not receive their game download link and activation code instantly, but rather 4-5 business days are required for PayPal to clear the payment, at which time your link and activation code will be issued. Please see the following related FAQ item for more details.
A. 1.2 What currency is used for game titles on GameTree Online?
All products listed and sold at GameTree Online are in U.S. dollars ($USD).
A. 1.3 What is the refund policy of GameeTreeOnline.com?
Unfortunately, GameTree Online does not offer refunds on digital download products ordered through its store. Due to the nature of how digital delivery products work, once an activation code has been issued for an order we are unable to offer a refund due to licensing requirements. In many cases, the activation codes and software belong to the game's Publisher. We have no mechanism that will allow us to return your issued key to our inventory for resale as digital product sales differ from packaged products. We ask that as with any digital software purchase, that you verify your purchase before completing the transaction. This includes verifying the product(s) in your cart, pricing, quantity, and most importantly system requirements to ensure you have the required minimum hardware to operate your purchase from GameTree Online. We make every effort possible to clarify a product's system requirements on each product information page, and urge customers to utilize the Can You Run It guide or inquire via GameTree Online Support if they are unsure a game will work on their system, PRIOR to completing their purchase.
GameTree Online has a refund policy in compliance with the majority of digital software portals and we apologize in advance that we are not able to extend financial reimbursement for purchases made at this time. Advance sales or Pre-order purchases are eligible, but not guaranteed for refund and are enabled at GameTree Online's discretion, only prior to the release of the product. Advance or Pre-order sales where GameTree Online has delivered the download link and applicable activation key to the customer are not available for refund, as per GameTree Online standard policy.
We will however do our best to provide support if you are experiencing issues downloading or activating your game purchase. For further information please consult GameTreeOnline Terms and Conditions policy.
Downloading & Installing
A. 2.0 How do I get my game after I have paid?
Once your payment is confirmed, you will be sent an e-mail containing a download link for the game and an activation code. This information is also available from within your Orders History once logged in to your My GameTree account. Our specialized GameTree Download Manager (GTDM) will allow you to begin, pause/resume and complete your download fast and easily. All downloads are currently offered as a .dmg file (Apple Disk Image). Once your download is complete, the disk image should be automatically mounted (if using the GTDM) -- otherwise, you can "mount" the image by simply clicking on it. You will then be able to launch the game's installer (if available), otherwise simply click and drag the game's icon to your Applications folder as directed. Once you launch the game for the first time, you will be prompted to enter the activation code to activate your game. You must have an Internet connection in order to activate the game. For more info, see the How To Download And Play guide.
A. 2.1 How do I use the activation code?
The activation code must be entered during the installation process to successfully complete an install. An active Internet connection is required. Once the game is installed, you do not need to use the activation code again during gameplay. Each activation code has a limit on the number of installations.
A. 2.2 I paid, but I have not received an e-mail containing a download link to the game yet. Where is it?
All orders are supplied their download link and activation code immediately via e-mail once an order is "Processed" (excluding Pre-Orders). Due to common delays with e-mail, it may sometimes take up to 2 hours to receive your purchase information. In addition, if you completed your purchase using PayPal's "echeck" method, these may take up to 4-5 business days to complete successfully. The reason for this is that PayPal does not officially release the funds until the payment has cleared. Once the payment has cleared, you will be supplied with your download link and activation code.
Your download link and activation code will also be available to you by logging in to your My GameTree account and locating the order in your Orders History.
If you are certain you have not received your e-mail, it may also be possible that the e-mail was flagged incorrectly as "junk" or "spam" by your service provider. Please check your applicable spam/junk folders. If you are still unable to locate your e-mail, and you are unable to locate your purchase information in your Orders History within your My GameTree account, please contact support with your Order Number and the e-mail address you may have used. It is sometimes also possible that you entered your e-mail address incorrectly, which is why the message did not make its way to your inbox.
A. 2.3 How long can I play the game for?
Assuming the game is not subscription-based or otherwise a time-limited game, you may play the games you have purchased for as long as you wish.
A. 2.4 How many times can I download the game? Can my download link be reactivated if it has expired?
You can download the game unlimited times while the link is active. However, the download link will expire after 120 hours from issue. After this time, you can access your download from your My GameTree account under your Orders History -- you'll need to be logged in to your account to access your download. Otherwise, if you'd like a new download link regenerated and resent to you, simply contact support to have the link reactivated. Note that we may not always be able to reactivate your download, and it is recommended to save your download in a safe location or write it to a disc. This way, you will be able to reinstall your purchased game without delay.
A. 2.5 How many times can I activate the game?
Each game has a limit on the number of activations included with each purchase. This limit varies which each game and publisher. For games published by Transgaming Inc., the activation key expires after 3 installs and may be renewed by contacting support. For all other titles, please refer to the individual game's EULA or contact the game's publisher directly for support.
A. 2.6 My activation code expired or I lost my activation code. How can I get a new one?
If you lost or can't find your activation code and need to access it again, you can find this under your Orders History by logging in to your My GameTree account. For all other issues pertaining to your activation code, please contact support and include details regarding the issue you are experiencing. We will attempt to troubleshoot any activation issues with you, and can help assist in escalating those issues with the game's publisher. In some cases where we are able to identify an issue with your activation code, we may choose to issue you a new activation code at our discretion.
A. 2.7 If I purchase a game for Mac, can I also download the Windows or Linux versions?
GameTree Online only offers game downloads for the Apple Macintosh platform. Your purchase entitles you to the Mac title only. However, note that with some games, you are purchasing a license to the service and will be able to freely move between platforms should you desire, if available and specified by the game's publisher. GameTree Online will only be able to offer support for the Mac version you obtained.
A. 2.8 I'm having issues downloading or mounting the image.
It is recommended that you use the GameTree Download Manager (GTDM) to complete your download. To minimize download failures, if you are using a wireless connection, it is recommended you opt to use a wired connection to complete your download as the files can be large. If you continue to have difficulty downloading, or are having issues mounting your downloaded image, please feel welcome to contact support with your Order # and details surrounding the issue you are encountering and we will investigate further. In some cases, we may issue you an alternate download URL or may ask you for additional information regarding your connection. In addition, if you have a slow connection and are concerned that your download window will expire prior to your download completing, please feel free to contact support with your order information and we will be more than happy to extend this time for you. If your download link has expired, please see the related FAQ item for more details on having your download link re-activated.
Gameplay Issues
A. 3.0 My game does not run. Help!
Please note that we are only able to offer technical/gameplay support for games where TransGaming Inc. is listed as the Publisher.
For all other gameplay/installation inquiries, please contact the game's Publisher directly (listed on the game's product page on GameTree Online).
When requesting assistance, it is beneficial to include detailed information to describe the issue you are encountering. Take note to describe what it is doing or not doing. Also take note of any error messages you may be receiving. Lastly, please be sure to include your system information in your report (type of Mac, graphics chip, memory, etc.). Please also verify that your system meets the system requirements.
Also note that most games come with documentation included digitally with the game. Check your install directory for manual or documentation files (these often have .PDF, .TXT, or .DOC extensions).
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