Frequently Asked Questions

General FAQs for Customer Support issues not specific to titles or 505 Games.

What are Customer Support's business hours?
We are here Monday through Friday from 7:30AM to 4:30PM Pacific Time, except on observed holidays. You can find the current GMT here.
Mon, 7 Mar, 2016 at 9:34 AM
I submitted a ticket, but haven’t received a response. What should I do?
We do our very best to get back to you within 1 business day, but on occasion it can take longer, depending on ticket complexity, weekends, observed holiday...
Fri, 18 Mar, 2016 at 4:15 PM
Can I create content of your games on Twitch or YouTube?
Yes, and this includes monetized channels as well. However, we reserve the right to withdraw our permission should it prove necessary.   We apprec...
Thu, 22 Feb, 2018 at 8:13 AM
What should I do if I want a refund?
505 Games does not issue refunds through Customer Support. In general, you should return to your original point of purchase to request a refund or i...
Mon, 1 May, 2017 at 7:58 AM
Can I call 505 Games for phone-based help & support?
If you can't find what you're looking for in our Knowledge Base (, the best way to ...
Wed, 3 May, 2017 at 10:06 AM
How do I create and save a DxDiag.txt file?
For games on PC, it's very quick and simple to create a DxDiag.txt file.  These are extremely helpful to our support representatives in diagnosing...
Thu, 26 May, 2016 at 3:27 PM
I'm receiving an api-ms-win-crt-runtime-l1-1-0.dll error. How do I fix this?
The problem is that the KB2999226 (Universal CRT) which is part of the Visual C++ Redistributable for Visual Studio 2015 failed to install.  Here is how to ...
Tue, 21 Feb, 2017 at 2:23 PM
Any advice for display / video driver problems on PC?
It is always a good idea to keep your video drivers up-to-date.  However, problems can occur if you simply overwrite your old driver files with the new ones...
Thu, 3 Mar, 2016 at 2:40 PM