Frequently Asked Technical Questions

FREQUENTLY ASKED TECHNICAL QUESTIONS:
QUESTION: I can see my file as it should be when viewing it on my computer, but my printer is making it's own version of the file with black boxes, missing headers, etc. What should I do?

Nine times out of ten, it is because you are using an older version of Adobe Reader. It can do some wacky things! There are two solutions to this: 1. On the print dialogue box, check 'print as image' and this should trick the printer into believing it is one big image and the problem should be solved. 2. The preferred solution is to upgrade to the newest version of Adobe Reader. It's quick, easy, and suggested to do. Oh, and free! Click here to upgrade your Adobe Reader

QUESTION: I cannot open my PDF file or it says it is corrupt / "damaged file."

Well, that's one thing - an old version of Adobe Reader or you're trying to open it with another program that doesn't recognize PDF files. Adobe Reader is the standard PDF viewer on computers, so please use this for an optimal and hassle free experience. Click here to upgrade your Adobe Reader

 

QUESTION: I thought I bought an instant download, but my order is being manually reviewed!

If you do not input your address &/or CVV code correctly, VISA/MC will flag your transaction as suspicious and they ask us to review/approve. This is typically done quickly (within a couple of hours), but we guarantee it within 24 hours. For example: if you purchase on Monday morning - it will be approved (if we approve of it) within an hour - if you purchase on a Friday night, it won't be approved until Saturday afternoon.  Be sure to input your information correctly in the shopping cart during purchase and this won't be an issue.  

QUESTION: I cannot find or download my game.

Just email us with your order information and we will send it to you. No need to be frustrated - this should be a fun experience for you! You'll have your game within 24 hours, most likely much sooner! If you didn't save the file upon purchase, you were also sent an email order confirmation with a link to re-download.  If you don't see this email - check your spam folder - it was sent to the email on file.  Now...some people don't realize an old email address is associated with Paypal and use it during the purchase.  This 'old' email is where your materials will be sent. If you suspect this has happened, just contact us and we can change your email address for you. 

QUESTION: Help! I never got an email confirmation and I didn't save my game upon purchase. What do I do?

One of two things have happened:

1. You didn't enter your email address correctly when you ordered your game. This is quite common. Just email us with your information (name, address and phone number that you ordered the game under) and we'll check to see if your order went through and send you the game and your order confirmation via email within 24 hours (typically sooner) - no worries!

2. You didn't finalize the sale and the order never went through. Again, by contacting us, we can check to see if this happened.


QUESTION: Help! I just ordered two or more downloadable items and I was only able to download one! 

Not a problem, just go to the links in your emailed order confirmation and click on the link to download.  It's that simple. Don't have an email? Then, check your spam folder.  Or, as we stated above, you may have entered an incorrect email address.  This happens frequently and can be very frustrating for you when that happens.  We can look up your order and change your email to the correct one - no worries! Also, if you created an account, you can always login to the account and download anything you've ever purchased. However, please note that our system was updated in March of 2016, so only orders after this date will be available. 

QUESTION: I was charged twice by Paypal? 

 Paypal does a strange thing to its account holders. It makes an authorization line AND a completed purchase line. It is very confusing, we agree. However, you'll note that only one is actually deducting from your account - not both. Hopefully, Paypal can clear up their process one day...soon.

 

 

QUESTION: I never hosted my party but cannot find my game I purchased long ago? How can I download it?

 

 

First - here's the good news - we have a new system as of March, 2016 that will keep all of your games available for download with the click of a link! Bad news: if you have purchased a game prior to March of 2016, then we need your order number.  You can search your email inbox for My Mystery Party or MyMysteryParty and you should find the emailed order confirmation you were sent upon purchase (unless you are one to delete things) - or maybe even check your spam folder.  

If you have the confirmation email from your purchase, you can follow the instructions to re-download by entering the credit card number, etc. (this was our old system).  Caution: if we have made any updates to the game, you will not be downloading the newest version via the old site - so please contact us at support@mymysteryparty.com if you have an order older than March 2016 that you are trying to re-download.  

Without an order number, we can only look up orders 1 calendar year from purchase with your email address without an order number, as we have updated our system. However, as of January, 2017 - we will no longer be able to do this - so re-download your games as soon as possible if you will need them.

 If you purchased a game prior to March of 2016, and have your order number - we can locate it in our former database and resend your game to you. Other than that, if you purchased more than a year ago and do not have an order number - the only other way we can find your purchase is with an exact date of purchase.  Our staff will manually review our records of that exact date (not a range, it must be an exact date) to locate your order - but this will take 3 business days (or more, depending upon the time of the year).  Other than that, if we are unable to locate an old order to verify purchase, we will be unable to send you the game.  We've had many people mistake other games they bought in the past for ours and we go on hunts for something that was never there. This is time consuming and frustrating for both of us - so please be sure we are the company that you purchased your game from. 

 

 

 

QUESTION: My credit card keeps getting declined when I try to purchase a game and I know that I have sufficient funds in my account! Help

The first thing to do is to carefully re-enter the card number. Most of the time, since you are entering so many numbers, it is a simple error. After you check that, call your bank to see if they have blocked this internet purchase as internet fraud is an epidemic and a lot of banks are ramping up security and might have selected your transaction to block.  Last, check the billing address and CVV are correct. VISA/MC will flag your transaction as suspicious or decline the charge if the billing address on file with the card is not correct. 

If you are using a prepaid VISA/MC, it may or may not go through. We have no way to determine when VISA/MC will accept your prepaid card. 

QUESTION: What file format are the electronically downloaded files?

The electronic download files are in a PDF format. These can be read and printed with the free software - Adobe Reader. However, these files cannot be modified without the full version of Adobe Acrobat. You can get the free Adobe Reader or purchase Adobe Acrobat software at www.adobe.com. The current up to date version of Adobe Reader is DC. We highly suggest going to www.adobe.com and getting a free upload to update your Adobe Reader. All of our games are created with the latest version of Adobe Acrobat. Adobe Reader is necessary and free software - so why not have the latest technology!


Click here to download the newest version of Adobe Reader.
QUESTION: I am not receiving any emails from mymysteryparty.com. Are you ignoring me?

 We don't ignore anybody and answer all emails within 24 hours - most of the time much sooner.  Therefore, if you are not receiving an email from us - something is wrong.

 Hotmail and AOL accounts automatically direct all unrecognized e-mails to the Bulk / Junk e-mail folder. These are quarantined for a 5-day period and then they are deleted. Emails sent from our address at mymysteryparty.com will be one of these unrecognized emails. To get emails from us and to get future emails from us, you will need to add the mymysteryparty.com address to your contact list. You can do this a couple of ways:

1) From the bulk e-mail folder, select the mymysteryparty.com email and click the 'not junk' button above the listed emails in the junk/bulk folder.

2) Another way to get our address on the contact or safe list is to select 'options' in the upper right hand corner. Then click 'contacts', then click 'safe list.' On the 'safe list' page, type 'mymysteryparty.com' in the text box that requires you to add an address or domain name. Then, simply click 'add.' Once mymysteryparty.com has been added to the list of contacts in the safe list, you should be able to receive our emails.

Last resort, fill out our contact form with an alternate way to communicate with you besides the email you are not receiving responses with and we will contact you that way.  Or, contact us on Facebook so we can respond and tell you what is happening with the bouncebacks, etc. 


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