If your problem is not covered by the questions and answers listed below, post your question on our support forum.

Questions

General FAQ

• Why haven't I received my email invoice or heard back from tech support?
• Where can I find Demos and Free Versions?
• What if I have problems getting the demos to work?
• How can I tell what's in an add-on Board-Pack?

LDA Store FAQ

• Is On-Line purchasing safe?
• What does a Registration Key do?
• How do I get a Registration Key?
• When do I get my Registration Key?
• How do I buy a product and give it as a gift?
• Can I get a physical CD to back up my order or gift?
• Can I order products without a credit card?

Purchases Download FAQ

• How do I download my purchases?
• Where do I find my download key?
• Nothing happens when I click 'Go'
• What does 'Limit Exceeded' mean?
• I've installed a board pack but I can't find the game.
• Where do I get my registration information?
• Why do some products have 'Reg. Info'?
• The file I downloaded won't run.
• How do I make file extensions visible?

Tread Marks FAQ

• I have a question about Tread Marks!

Answers

General FAQ

• Why haven't I received my email invoice or heard back from tech support?

  While attempting to protect your computer and block spam, you may have set your security too high to receive emails that contain download links. Your Internet Service Provider (ISP) is also trying to protect you by blocking spam and this can also cause problems. If you email tech support that you haven't received an invoice or had a question answered, then we will attempt to contact you by sending you an email without links in it.

  Also, we have had a lot of trouble sending out to AOL addresses. Thus, if you've emailed us from an AOL address and you don't hear back, please let AOL know that you are having a problem.

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• Where can I find Demos and Free Versions?

  Most of our games and products have demo or free versions for you to try. Demos and freeware versions can be downloaded from our main site using the download link on this page.

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• What if I have problems getting the demos to work?

  If you have a question, send us an email with as detailed a description of your problem as possible, and we'll try to get back to you right away.

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• How can I tell what's in an add-on Board-Pack?

  Add-on board-packs have screen shots for you to view to help you decide which ones to purchase. Screen shots can be found on the board-pack pages and in our store.

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LDA Store FAQ

• Is On-Line purchasing safe?

  For maximum convenience, you can order our products directly over the Internet. On-line ordering is carried out completely within your Web Browser, using industry standard Secure Socket Layer (SSL) encryption to protect your credit card information.

  After placing your order you will be able to immediately download the registration key or full version of the software to your computer.

  With today's encryption technology, sending your credit card number to a Secure Server over the Internet is as safe as handing your credit card to a waiter in a restaurant, or placing an order over the telephone.

  Orders from our store site are safe and secure and ready for download immediately after your credit card information has been processed. Download links are also sent out by email.

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• What does a Registration Key do?

  For older products, the registration key is just used to unlock the download. For newer products, the Registration Key is required for the full version to run.

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• How do I get a Registration Key?

  When you add an item to your cart and check out, a registration key will be generated for each product that requires one. Each Registration Key is unique to your name and address.

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• When do I get my Registration Key?

  As soon as your credit card is processed, a registration file will appear on the invoice page. Click on this file to download it and register your product on your computer.

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• How do I buy a product and give it as a gift?

  You can create separate gift packages and name a gift recipient for each one. The required Registration Keys will then be generated in the name of the gift recipient. You can then send them the gift or have us send it to them on your behalf.

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• Can I get a physical CD to back up my order or gift?

  In addition to completing your purchase online we can place your order and registration information on a custom CD and mail it to you. There is a shipping and handling charge of $10 for each custom CD. We can put gift orders on separate CDs and mail them out to the recipient.

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• Can I order products without a credit card?

  We will accept money orders payable in $US dollars and sent to our Toronto address:

  Longbow Digital Arts
  Box 513, 220 Yonge Street
  Toronto, Ontario M5B 2H1
  Canada

  We also accept payment through PayPal: paypal@ldagames.com

  On-line ordering is carried out completely within your Web Browser, using industry standard Secure Socket Layer (SSL) encryption to protect your credit card information. With today's encryption technology, sending your credit card number to a Secure Server over the Internet is as safe or safer than handing your credit card to a waiter in a restaurant, or placing an order over the telephone.

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Purchases Download FAQ

• How do I download my purchases?

  To download your purchases enter the download key from your invoice into the textbox on the download page and click 'Go'. A list of your purchases should appear along with a 'Download' link for each. Click the 'Download' link and select 'Save to Disk' to transfer the product to your computer. Make sure to remember where you saved the file so that you can double-click to execute it once the download is complete. Note: On some browsers you may have to manually enter a filename such as 'RBFree.exe' if the suggested filename does not have an '.exe' extension. For products such as Stone Cutter, Vortiball and Triangle Trifle you will be prompted for a registration code when you first start the game. This registration information can be found by clicking the 'Reg. Info.' link next to the 'Download' link.

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• Where do I find my download key?

  If you have purchased products from LDA after September 2003 you can find your download key at the top of your invoice. Your invoice appears after you press the 'Submit' button during checkout and a copy is sent to the e-mail address given with your billing information. For purchases made before September 2003 you can either use the download links on your invoice to obtain your purchases or contact LDA Support to get a download key.

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• Nothing happens when I click 'Go'

  If nothing appears when you click the 'Go' button make sure you have entered your download key correctly into the text box. If it appears you have entered your key correctly, please contact LDA Support for assistance.

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• What does 'Limit Exceeded' mean?

  Once you have purchased a product you are authorized to download it a limited number of times. If you exceed that limit, as indicated by the words 'Limit Exceeded' next to the product, you will no longer be able to download that product and must contact LDA to authorize you again.

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• I've installed a board pack but I can't find the game.

  Board Packs 1, 2, 3 and the Memorial and Classic Board Packs are plugins for either DX-Ball2 or Rival Ball. In order to play the board packs you must have either DX-Ball 2 or Rival Ball already installed. Both games can be downloaded freely from our Demo Downloads page. Once you have installed either of the demos your board packs should be available on the in-game Board Select screen.

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• Where do I get my registration information?

  For games that require a registration code, such as Stone Cutter, Vortiball and Triangle Trifle, you can access your registration info by clicking the 'Reg. Info' button next to the product name. Clicking the button will open a small window listing the information necessary to register the game. You may either enter the information manually when prompted to do so in-game or you can click 'Download Reg. File' to download a Windows Registry file that can enter the information for you. Once you have downloaded the file double-click it to add the information to your registry. Note: On some browsers you will have to rename the file so that it has a '.reg' extension in order for Windows to recognize it.

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• Why do some products have 'Reg. Info'?

  Some products, such as Stone Cutter, Vortiball and Triangle Trifle, require a registration code in order to activate the full version. For these products there is a 'Reg. Info' button that allows you to obtain that necessary information. Products that don't have 'Reg. Info' buttons only require you to download and install them in order to access the full version.

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• The file I downloaded won't run.

  Some Internet browsers will mistakenly append an incorrect extension to the filename when you are downloading. This will confuse Windows into thinking that the file is not an application and so it will not allow you to execute it. (Sometimes it might open the file in Notepad or Wordpad and display a lot of junk characters) To fix this you will need to rename the file so that it has a '.exe' extension. To do this you must have file extensions visible in Windows (See the next question for help on that). If they are visible, right-click the file and choose 'Rename' from the popup menu. The cursor should appear in the filename box allowing you to change the name. Rename the file so that it has a '.exe' extension, such as 'vortiball.exe' or 'rivalball.exe'. Once changed you should then be able to double-click the file to launch the installer.

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• How do I make file extensions visible?

  To make file extensions visible in Windows double-click the 'My Computer' icon on your desktop. (On Windows XP you may have to open My Computer from the Start menu). With the 'My Computer' folder open, click the 'Tools' menu and select 'Folder Options'. In the 'Folder Options' dialog, click the 'View' tab and then find the 'Hide file extensions for known files types' check box and make sure it is not checked. When you're done click 'OK'.

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Tread Marks FAQ

• I have a question about Tread Marks!

  Tread Marks has its own FAQ which is located here.

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