Store, Purchasing, & Downloading Support

Common Problems and their Solutions

I never got an email from Monolux telling me how to download the game.

1. Add " " to your email address book. This will assure that future emails from Monolux will not be considered spam. If you have an agressive anti-spam filter you may want to manually add our email address to its exception list, too.

2. Check to make sure your email program did not file the Monolux email in a "Spam" folder or "bulk email" folder, and look for an email from "Monolux Support". Even if you get an email receipt from our payment processors, you should still check to see if downloading instructions was moved to your "Spam" email folder. This is the most common reason why people don't get our emails.

3. If you received an email from swreg.org or paypal.com but did not receive download instructions, you can visit our download area to download the game manually.

If you purchased through Paypal:
then the email was sent to the same email address that Paypal uses. If you signed up with Paypal using a different email address (such as a work email address or a hotmail address), then the email was sent there. Make sure you're checking the right email account. You should also check your email address at paypal.com to make sure it's correct and not mistyped. If it is mistyped, you can change it at paypal.com,
then contact Monolux and request the email be resent. Please send it from the same email address that you've set up with Paypal. Click here to learn how to contact Monolux.

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I got the email from Monolux, but I can't download the game.

There are typically 2 reasons people can't download the game:

1. My web browser says the page doesn't exist.

If your web browser says the page doesn't exist, you probably didn't enter the address correctly in your web browser. First, try clicking on the address inside the email directly. If that does not work, copy & paste the email address from the email into the web browser The email contains a short address that is easier to copy & paste. Click here to learn how to use copy & paste.

2. I can get to the download page but when I enter my email address and serial number, the website tells me it's not correct.

If it says "The email address and/or password were not correct" then there was a problem with the information you entered. First, you should try clicking on the long address in the email. The long address will enter the information for you correctly.

If the information is not filled out already on the web page, or clicking the long address in the email does not work, then you should use your PC's copy & paste function to copy the information from the email to the web page. This is more accurate than typing it by hand. Click here to learn how to use copy & paste.

When pasting text, make sure you've pasted the complete piece of text and not just a partial piece. Also make sure there's no spaces before or after it. Click here to learn how to use copy & paste.

Nope, it's something else.

Please contact Monolux Support and describe the problem. Please be descriptive of the problem, including the error message you're getting. Click here to learn how to contact Monolux.

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The game won't accept my serial number.

If you've downloaded and installed the game, but it won't accept the serial number when you run it, then we suggest you copy & paste the serial number from the email, rather than trying to type it out yourself.

When pasting text, make sure you've pasted the complete piece of text and not just a partial piece. Also make sure there's no spaces before or after it. Click here to learn how to use copy & paste.

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How To Copy & Paste

The Copy function and the Paste function on your PC are 2 different steps that work together to make it easy to copy text from one place to another. You first copy, then you paste it where you want.

Copy
first, highlight the text you want to copy: Put your mouse at the beginning of the text, press and hold the left mouse button, and move your mouse over the information. Then release the mouse button. You have just highlighted text.


Use the Copy function once you have the information highlighted. Press and hold down the CTRL key on your keyboard, then press C. This will copy anything highlighted. You can then let go of the key.


Paste
Use the Paste function to put the copied information where you want it. Click in a place where you would normally type so the flashing cursor appears. Press and hold down the CTRL key on your keyboard, then press V. This will paste any text you've copied. You can then let go of the key.

The text you previously copied will now appear where the flashing-cursor was. Double-check what you pasted to make sure it's complete and correct.

You can use this method to copy the serial number from your email program and onto our download page, or in to the game itself.

How To Contact Monolux Support

If you're having a problem that isn't listed here, or if you need more information, you can contact Monolux Support through out Contact Transmission page.
It is faster and easier than email. Click here to visit our Contact Transmission page.

 

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