Help

This section contains the FAQs. It will help you in nearly every situation regarding InnoGames.

Frequently asked questions

InnoGames

What is InnoGames?

InnoGames is a game developing and publishing company that creates high quality, free online games. Many of our games are also being available on iOS and Android to provide a seamless cross-platform experience. Whether you are looking for strategy, role-playing or city-builder titles, InnoGames brings you an immersive game world and a strong community of 100 million registered players to connect with. Our passionate support team is dedicated to giving localized help whenever you need it.

What online games does InnoGames offer?

The browser games portfolio of InnoGames has a strong focus on strategy games but you can find RPGs as well.
  • In Rising Generals is a strategy war game that will knock you off your feet if you are into futuristic setups and lots of explosions.
  • In Tribal Wars 2 you pursue similar goals like in the classic browser game Tribal Wars, although the successor features brand new graphics and interfaces.
  • If you are interested in strategy online games, you should have a look at Forge of Empires. While you build your empire and develop new technologies, you can watch your city flourish from Stone Age to the Progressive Era.
  • If you like strategy MMO games, check out Grepolis, which is set in ancient Greece.
  • In the browser RPG game The West you can pick one of four classes and make your way from a Greenhorn to an old hand in the Wild West.
  • Tribal Wars is a real strategy game classic. Fight against other players from all over the world, conquer their lands and become a powerful leader!

Can I really play all online games made by InnoGames for free?

Yes, all online games offered by InnoGames are free-to-play. This means they are available totally free of charge and will remain free forever, no matter if you play them in your browser or use one of our mobile apps. We assure you that none of our online games contains hidden costs at any stage. They offer some optional premium features though, that you may want to use for greater convenience. However, we firmly believe in the concept of free2win. That means that premium and non-premium users should meet on a level playing field in each of our online games.

Game info and play

Where can I find general information about the online games published by InnoGames?

If you want to know more about one of our online games, the game info pages on the InnoGames Portal may be of help. In case you are interested in more detailed information, check out our blog or the forums. There you can connect and discuss with other players from around the world or read the latest news about the online game of your choice.

How can I report a player who broke the rules?

Unfortunately, a minority of our player base does not always follow the in-game rules. We wish to maintain a fair and balanced atmosphere in order to ensure the quality and unique gaming experience of our online games. If you suspect a player of cheating, and have enough evidence to support your claim, you may submit a detailed report via the InnoGames support Channel at the bottom of this page after choosing your game and server.

How can I report an error I found in the game?

Our online games are constantly being improved and modified to add features, special events and content into our gaming universe. During this process small errors and bugs may occur from time to time. If you find an error, big or small, please inform our team by writing a ticket in our support tool. All you need to do is choose your game and server and follow the displayed instructions.

How can I play online games with my friends?

Most of our online games, such as Grepolis, Forge of Empires, The West and Tribal Wars, contain friend invite features. They allow you to invite your friends e.g. via e-mail, social media or by providing them with a link. Though the details of the invite features differ, they will all get your friends into close vicinity within the online game. This ensures that you can easily meet and team up with them. As an additional bonus and a small thank you we also provide you with in-game rewards if you invite new active players to one of our online games.

Account

How can I change my password?

To change the password of your InnoGames.com account, please log in. Move your mouse over the small gearwheel in the top right corner which represents the settings menu. A drop-down menu will open. Select “Account”. Now you have to type in your current password and then your new password into the fields provided. Click on the button “Change Password” to save your changes. If you want to change the password used within one of our online games, the process is fairly similar. You will need to log in to the game and go to the respective account settings section. There you will find similar options as on InnoGames.com.

How can I update my e-mail address?

To update the e-mail address of your InnoGames.com account, please log in. Move your mouse over the small gearwheel in the top right corner which represents the settings menu. A drop-down menu will open. Select “Account”. In order to update your e-mail address scroll down to “Change E-Mail”. You need to enter your password and then type in the new e-mail address. After that a confirmation e-mail is sent to the new address. It contains a link that you need to click to enable the new e-mail address. For the safety of your account, your old e-mail address will also be notified of the ongoing change. The time that you have to confirm your new e-mail address is limited to 14 days after your initial request. If you want to change the e-mail address used within one of our online games, the process is almost the same. After you log in to the game, select the respective account settings section. There you will find similar options as on InnoGames.com.

What can I do when I lost my login details or password?

If you forgot your login details for InnoGames.com or one of our online games don’t stress out – we’ve got you covered. All of our pages feature a “Forgot Password” button. Just click this button and enter the e-mail address you think you have used for your account. Don’t be afraid to try out different e-mail addresses that you are using. Once you have entered a registered e-mail address, a validation link to create a new password for your account will be sent to that e-mail account. One thing to bear in mind is that you need to select the appropriate market first. That means if you registered with abc@example.com for Grepolis in the French market, you need to select this market from the drop-down menu on the top of the page first, then click the “Forgot Password” button.

What can I do when I have other problems logging in to one of InnoGames’ online games?

There may be technical reasons that temporarily limit accessibility to our online games, for example an updating process going on at that moment. Consequently, many issues are of temporary nature. In that case we recommend to wait, and if possible clear your browser cache before you retry a few minutes later. In some cases however, issues may persist or you may receive an error message because something really went wrong. If that happens, please don’t hesitate to contact the support for the appropriate game. Describe to them on what page or app you tried to log in. Adding further information like your market, browser version (if possible) and whether you tried to log in with your e-mail address or with Facebook Connect or Google and what happened afterwards will help them to sort out your problem as fast as possible. We will do our best to help you with accessing our online games again, but please understand that it may take our support a moment to figure out what will work for you. You find the contact to our support on the bottom of this page.

What can I do if my account has been stolen?

Game accounts are always bound to an e-mail account which allows you to regain access to your account at any time. As an example: If someone figures out your password and changes it to deny you access, you should go to the login page of the game and click on “Forgot Password”. This will send you an e-mail which will allow you to access your account and reset the password. You will also receive an e-mail if your e-mail address was changed which allows you to revert it as well. Of course you may contact support about this issue at any time.

What can I do if I got banned for some reason?

Sometimes it is necessary to ban some of our players if they do not follow the in-game rules. If your account has been banned and you feel this was not justified, please contact support by choosing your online game and server and follow the given instructions in our support tool.

How can I delete my account?

We are sorry to hear that you consider to close your account. If you are experiencing problems within our online games, feel free to contact customer support. We will do our best to help you solve whatever problem you have. If you still want to stop playing, please click here to delete your game account and all corresponding data irrevocably. Simply submit your e-mail address. Click on the link in the e-mail you will receive and choose the accounts you wish to delete. Please note that it might take some days until the account is finally deleted. Within that period of time, logging in to your game account will still be possible.

What is the advantage of adding games to my InnoGames account?

Simply put: You have one centralized dashboard from which you can access all of our online games directly. This means you don’t need to log in and out over and over again. Additionally, if you want to try out our other games this can be done with a few mouse clicks.

How do I add online games to my InnoGames account?

Just log into your InnoGames.com account and go to the “My Games” section. Scroll down a bit and click on the “Play Now” button to add the online game of your choice. A small popup will open asking you to confirm the market you want to play in and choose your nickname. Then you can directly start playing the online game.

Can I create more than one account per game?

Please note that special rules apply for using more than one account. Above all, it is not allowed to gain any kind of unfair advantage over other players by using more than one account, for example by registering more than one account on one game world. However, for additional details please refer to our Terms and Conditions paragraph 4: Accounts and additional rules that are listed on the respective game pages. Note that compliance with these rules is being monitored and, if necessary, enforced by our Community Managers. Violation of these rules may result in your account being closed.

Can I share my game account with my friends?

Similar to creating multiple accounts for your own use this is a delicate subject and the rules differ from game to game. If in doubt we advise against sharing your account, unless you are certain that the way in which you share is expressly permitted by our Terms and Conditions (especially paragraph 4: Accounts) and the game-specific rules that are listed on the respective game pages. Note that compliance with these rules is being monitored and, if necessary, enforced by our Community Managers. Violation of these rules may result in your account being closed.

Premium & Payment

Which kind of paying methods are available to me?

If you decide to purchase premium currency for one of our online games, you can choose from various payment options. We support methods such as Credit Card, PayPal, Online Bank Transfers and Mobile Payments (SMS/Text Message). However, if you prefer to pay with other E-Wallets, Debit Cards, Prepaid Cards, or Telephone Payments, you can do that as well. Additionally, there is always the possibility to earn free premium currency through special shopping offers via SponsorPay. They can be found under the “Earn your …” button in the cash shop. Depending on the online game, the currency may be diamonds, pearls, gold, nuggets or just simply premium points.

What can I do if I did not receive my premium currency for some reason?

Thank you for directly supporting one of our online games! To solve this issue please contact the support for your respective game for assistance. If possible please set the category of your inquiry to “premium”. To contact support, chose your game and server and follow the given instructions in our support tool.

Contact Support

What can I do if I cannot find the answer to my question in this FAQ?

If this FAQ was not able to solve your issue we suggest that you have a look at your game’s website and especially check out the forum that is linked there. If that doesn’t help either, consider to ask our support. You find links to contact our team at the bottom of this page.

How can I contact the InnoGames portal support?

If you still have any portal related question, first make sure you are logged in. Then you can contact the portal support team. Please note that this is only possible when you are signed in to the InnoGames portal page. If your question is not related to the portal, the best thing is to contact the support for the online game you are playing.

How can I contact the support team of a game?

If the usual resources, such as the game’s website and forum as well as this very FAQ were unable to help you, please click the link at the bottom of this page to go to our support tool. Please understand that InnoGames cannot offer support via phone.

InnoGames Online Games Support

Please use the InnoGames support if you encounter issues with one of our mobile and online games.


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