Frequently Asked Questions

Kalypso shop and account

Is it possible to change the email address associated with my Kalypso Community Account?

You can change the current email address linked to your Kalypso Community Account at any time – either by changing it yourself in your account settings (1) or by contacting our support team (2). Please see below for further instructions:

 

(1) Log in with your current email address and password via https://www.kalypsomedia.com/account/profile. You can then change your email address by clicking on "profile settings".

Note: If you are logging in on the website for the first time, you will be asked to complete your profile in order to update your Kalypso Launcher Account, which will give you full access to the new Kalypso Community Account system. As a welcome bonus, you will receive a discount voucher that can be applied against purchases in the Kalypso Shop.

 

(2) Contact our customer support team by emailing support@kalypsomedia.com. Note: With this method, you will need to validate yourself as the owner of the account, e.g. by contacting us directly from the email address that is currently linked to your account.

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Why do I need to create a new Kalypso account or use my current Kalypso account to log into the website?
  • Benefit from unbeatable prices and special discount offers in our online shop
  • Stay up to date with our newsletter
  • Access to our support form for technical customer service
  • Helpful tips and discussions in our community forum
  • All your Kalypso games in one place at a glance
  • Get the authorisation to comment on news items as a member of the Kalypso Community
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How do I redeem my voucher code?

How do I receive my Kalypso Community voucher?

If you already have registered an account via the Kalypso Game Launcher, you may just log in with your existing email address and passwort and complete your account registration. If you do not have an existing account, please sign up for a new account on the Kalypso Shop. Please be sure to subscribe to the newsletter via the registration form or your account management, afterwards.

After your subscription has been completed and was confirmed via email, you will receive your voucher code in a second email. If you didn’t receive an email (please also check your spam folder), please contact our customer support through the support form or via email to support@kalypsomedia.com.

How do I redeem my voucher?
Please proceed as follows:

1)     Add your chosen product(s) to your shopping cart

2)     Click on the cart symbol in the top-right corner, and then on "Redeem voucher" in the side bar

3)     Redeem your voucher code under "I have a voucher".

*Minimum Order Value is 10 USD/EUR/GBP. The Kalypso Community voucher is valid until 12/31/2020 and can be redeemed while purchasing digital PC & Mac games (Steam), available at the Kalypso Shop.. Please note that only one voucher can be used per order. Kalypso Media reserves its right to change, limit or end promotions and deals without further notice at its own discretion.

You will find further conditions for the use of vouchers in our Terms of Sale.

You have got more questions? Please see our FAQs!

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Which versions of the games can I purchase in the Kalypso shop?
You can only purchase digital versions of the games for the Steam games platform from the Kalypso shop. You can add any video game to your shopping cart with a "PURCHASE" or "ADD TO CART" button. Upon completing your purchase, you will receive instant access to the activation code and be able to download the game on Steam.

There are also game versions on the website that cannot be purchased for Steam, but that are available directly from retailers such as Amazon, PlayStation Store, Android Store, or Xbox Store.

Whether digital Steam versions, downloadable versions, or packaged retailer versions, you'll find your favorite Kalypso games in your desired format in the Kalypso shop.
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How do I access my purchased Steam activation codes?
As soon as you have completed payment, your purchased Steam activation code(s) will be displayed in your account overview.
The Steam activation code(s) will also be emailed to your registered email address.
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How do I create a Steam account?
In the Steam application:
You can create a new Steam account by clicking on the following link and downloading Steam.
http://store.steampowered.com/about/
Then click “Create New Account” at the bottom of the registration box.

Via the Steam website:
Visit the following website:
https://store.steampowered.com/login/
Then click "Join Steam".
Fill out the form, and then click "Create my account".
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How do I use my Steam activation code to activate a product on Steam?
Please follow these instructions:
Start the Steam program and register with your Steam account.
Then click on the games menu item in the top bar.
Now select "Activate a Product on Steam...".
Then follow the instructions in the window to complete the process.
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What are the advantages to linking my Steam account to my Kalypso account?
The "Steam library" gives you direct access to all your Steam games from Kalypso. By joining the Kalypso Community, you can manage your collection of Kalypso digital games at any time and in any place. Plus, you can launch the games directly from your Kalypso account once they have been installed.
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What payment methods can I use for purchases in the Kalypso shop?
We currently accept credit card payments from Visa and Mastercard. You can also pay by Instant Pay (only EU) or PayPal.
Please note that if you pay with any of these methods, payment will be made as soon as you agree to the Terms of Sale and cancellation policy. You will immediately be able to access the activation code for the game you purchased.
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Why do I have to provide my date of birth when paying?
Children under the age of 16 are not allowed to set up an account or to purchase video games from our website. Please understand that we request your date of birth for this reason. Additionally, there are age restrictions on many of the games.
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Will my sensitive credit card details be saved on the website?
No! We never come into contact with your credit card details. This information remains encoded, and is transmitted directly to the credit card provider responsible for dealing with the payment.
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How do I preorder games and when can I access my game?
Video games that have not yet been published have "Pre-Order" in the name of the product item. You can also purchase these pre-order items in the Kalypso shop, and you will also have immediate access to the activation codes. The activation code can be redeemed on the Steam digital platform right away. However, the digital game cannot be downloaded until the day it is released on Steam.
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Can I return a game and get my money back?
The games that can be purchased directly from the Kalypso shop are always Steam games and therefore downloadable digital content. Digital content is also subject to EU cancellation policy. This cancellation right applies until you specifically renounce it and make use of the service. In the case of downloadable content, you make use of this service as soon as you redeem the activation code in your Steam user account and download the game. (Also see Steam refunds)

This means that you can cancel the order and get your money back as long as you have not redeemed the activation code through Steam. Please note that you cannot be reimbursed once the Steam activation code has been redeemed. You can find out more in the Terms of Sale and the cancellation policy.
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Can I create Let's Play videos?
Let's Plays & streams, and with them the monetisation of your videos, are permitted for all games as long as you insert the following in your video descriptions:
  • Please always refer to the Steam store links of the game
  • Please copy this into the description:
"Join the Kalypso Community!

http://www.facebook.com/kalypsomediaInt

https://www.youtube.com/user/kalypsomedia

http://www.twitter.com/kalypsomedia
http://www.twitter.com/kalypsomediaUSA
http://www.twitter.com/kalypsomediaUK

Have fun playing!"
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Top 3 FAQs

1. Why do I need to create a new Kalypso account or use my current Kalypso account to log into the website?
  • Benefit from unbeatable prices and special discount offers in our online shop
  • Stay up to date with our newsletter
  • Access to our support form for technical customer service
  • Helpful tips and discussions in our community forum
  • All your Kalypso games in one place at a glance
  • Get the authorisation to comment on news items as a member of the Kalypso Community
2. How do I create a DxDiag?
In order to provide you with the best possible support, we need information about your system, such as the operating system, processor, graphics card, sound card, drive, and driver versions. On Windows systems, you will find this information in the DxDiag file.
DirectX diagnosis:
Proceed as follows to start the DirectX diagnosis program ("DxDiag"):
1. Click on "Start" in the task bar and then on "Run". Alternatively, you can also press Windows+R.
2. Enter "dxdiag" (without inverted commas) and click on OK.
3. You will see all the relevant information in the window that appears.
4. Left-click on "Save All Information" to create a text file with the name "dxdiag.txt".
5. Please attach this text file to your inquiry.

Thank you for your assistance!

3. How do I use my Steam activation code to activate a product on Steam?
Please follow these instructions:
Start the Steam program and register with your Steam account.
Then click on the games menu item in the top bar.
Now select "Activate a Product on Steam...".
Then follow the instructions in the window to complete the process.

Do you have any questions that aren't answered in our FAQs? Our technical customer service department will be happy to help. Please log in to your Kalypso account so our technical customer service can assign your request correctly. The support form is HERE!