Information About Your Game Purchase, Payment Methods, and Refund

My AOL or Pogo to Go Game Billing or Purchase Help

Trymedia is the company that packages the AOL® and Pogo To Go games into downloadable versions. TryMedia will help you with any non-gameplay issues or questions. If you don't find your answer in our top FAQ list, please visit the TryMedia support site for additional FAQs. If you are unable to find an answer, you can submit a question directly from that page.

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FAQs

Receive Your Game
Install Your Product on Another Computer
No Record of Your Purchase Can Be Found
Check, Money Order, or PayPal® to Purchase a Product
Extend an Expired Trial Period
Request a Refund for a Game You Have Downloaded

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Receive Your Game

You will not receive a CD/DVD-ROM in the mail after your purchase. Your product works just like the version on CD-ROM, without any of the hassles.

• No shipping charges.
• No waiting for packages to arrive.
• No danger of scratching, warping or ruining your product. You get a free, permanent archive of your product with the latest updates so you never have to worry about maintaining a CD.
• Free backups to CD/DVD-ROM. You can make as many of your own backup copies (or copies to share with friends) as you like.
• No clutter or wasted space in your home/office.

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Install Your Product on Another Computer

You can install your product on one, three, or a total of five computers that you own, depending on the publisher of your product. You must have Internet access on the destination computer for this process to work. If you do not have the software currently installed on your machine, you can download it at AOL® Games. When prompted, click the Save button to save the product to your desktop.

To perform the installation:
1. Double-click the product icon on your desktop. The installation process will begin.
2. Once the installation is complete, click the Start button, select Programs or All Programs, locate the product you just installed and select it.
3. Follow the onscreen instructions to reactivate your product.

If you have difficulties, you can get further support directly from TryMedia at http://csc.trymedia.com/csc/custom_csc=aol/index.html.

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No Record of Your Purchase Can Be Found

There are three reasons why you might receive an error when attempting to activate or retrieve your code or reactivate the product.

• You purchased your product from a site or store that is not affiliated with Trymedia's downloadable products. Unfortunately, unless you purchased the product from Trymedia or one of it's partners, we cannot provide you with a new activation code or any additional support. You'll need to contact the original vendor for more information and assistance.
• You have incorrectly entered your activation code. Please ensure that you have the correct activation code and use your computer's copy/paste function to enter the code into the preceding page. Please be sure there are no spaces at the beginning or end of your activation code or e-mail address. Be sure that the product you are currently attempting to reactivate is the same product that you originally purchased.
• Your e-mail address has changed since you purchased this product. Please try the e-mail addresses you originally used when purchasing this product. If those e-mail addresses are no longer valid, please update your e-mail information with our Customer Service team to ensure that you can continue to receive support/activation assistance.

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Check, Money Order, or PayPal to Purchase a Product

You can purchase most of our products using checks, money orders, or PayPal. For more information, please visit Trymedia's Support Center at: http://csc.trymedia.com/csc/custom_csc=aol/index.html.

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Extend an Expired Trial Period

Unfortunately, trial periods cannot be extended. We apologize if you did not get an opportunity to fully experiment with your product before the expiration of your trial period, as we understand that this can be quite frustrating.

However, you can convert to the full version of the product and count on a money back guarantee. Most of our products come with a full 48-hour money back guarantee. Some products have even longer refund periods; please check the Website where you originally downloaded the product for the appropriate refund policy. If you're not satisfied for any reason, you can always request a refund.

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Request a Refund for a Game You Have Downloaded

Most of our products have a limited time money back guarantee. If you are experiencing a problem with your product, we are here to assist you in making your product work properly. Your satisfaction is our highest priority.

If you have already submitted a support request within 48 hours of purchase, you do not need to submit a refund request at this time. We will honor your refund if your first attempt for technical support was received by us within the money back guarantee period. If our Customer Support team is unable to solve the problem you are having, you can submit a refund request or reply to us.

However, if you are not completely satisfied with your purchase, you may request a refund provided that you have done the following:

• You have permanently uninstalled the software from your computer.
• The refund period has not yet expired.

Refund periods vary depending on the Website where you purchased your product. The typical refund period is 48 hours from the time of purchase to the time we receive your initial request. In some instances, it may be longer. Customer Support will inform you if your refund period has expired.

Qualifying refunds are processed within 14-21 days after your request. Please do not submit multiple requests, since this will not expedite your refund and may actually slow the processing of your original request. Also, please do not dispute the charge with your bank as this will prevent us from being able to process your request.

After you submit a refund request, a case number will be created and you will receive an e-mail confirmation of your submission.

To request a refund, please go to the Request Refund Form.