Get the help you need as quickly as possible
Are you having a technical problem installing, updating, uninstalling or playing Sins of a Solar Empire or its expansions? We've got your back!
For Installation/Serial Number/Activation/Updating/Uninstallation Issues (Direct from Stardock or North American Retail):
If you're having trouble getting your copy of the game to install, update or uninstall, please email: email@example.com and open a support ticket with us. Please allow up to 2 business days for a response (longer if it's after a U.S. holiday). You should get an auto-response from us; if you don't please check your Junk Mail folder.
For Installation/Serial Number/Updating/Uninstallation Issues (Other Stores):
From Steam: Please contact Steam support via https://support.steampowered.com/
From GameStop/Impulse: http://www.impulsedriven.com/support
For Game Crashes:
If you've had a game crash, try the following first:
- Make sure you're using the latest version of the game. Updates are available for free via Stardock, Impulse, Steam or your point-of-sale to all registered customers.
- Make sure your computer is updated with the latest video drivers, sound drivers and patches from Windows Update and/or your manufacturer(s).
Try to reproduce your crash, and if you can, please zip up your minidump and send it along with a description of the issue to firstname.lastname@example.org (for Sins Trinity and prior) or email@example.com (for Sins: Rebellion). If you have a save game that reproduces the crash, please include that with your zip file as well.
Details on where to locate your minidump and save games is located in the readme.txt file in your installation directory.
For Multiplayer Desyncs:
If you're playing a multiplayer game and desync, make sure that:
- That nobody is using a mod - or - that everyone is using the same mod and version.
- That you can reproduce the issue from your last save game or autosave.
If you can reproduce the desync, please see this thread for how to help us track down the issue: http://forums.sinsofasolarempire.com/415093. Please include as much detail as you can on what appears to be causing the issue or when it occurs. If the desync is caused only with a mod, we recommend you contact the mod author.
For ICO Problems (Sins: Trinity and prior):
If you've forgotten your login information or password, you can reset your information here: http://www.sinsofasolarempire.com/ico/trinity/passwordreset
If you're having some other problem with Ironclad Online, please contact firstname.lastname@example.org.
You can also post on our forums here if you would like community help and don't need an immediate response.