Customer Support
We're here to help. Below you'll find the fastest ways to get assistance for downloads, account access, billing, and technical issues.
Contact Options
- General support shakespearegames@earthlink.net
- Billing (PayPal) ppsvideo2000@gmail.com
- Phone 203-808-5161
- Support hours Mon-Fri, 9:00 AM - 5:00 PM ET (responses outside hours may take longer)
Common Issues & Quick Fixes
Can't download or ZIP file fails to open
- Try a different browser (Chrome or Firefox recommended).
- Right-click the ZIP and choose a reliable unzip tool (7-Zip on Windows, Archive Utility on macOS).
- Check available disk space — large packs may require several GB.
- If a download stops, retry from your account purchase history or use the emailed link.
Login or account access problems
- Use the Secure Login page to reset your password.
- If you don't receive a password reset email, check spam/junk folders and then contact support with your account email.
- If you lost access to the email on file, contact support and we'll verify ownership before restoring access.
Corrupted or missing files inside a download
- Contact support with your order number and the exact file name that's corrupted or missing.
- We will provide replacement files or a corrected archive as quickly as possible.
Billing, Refunds & PayPal
Digital goods are delivered instantly. Refunds are handled case-by-case. If you experience a technical issue that prevents use of the product, contact billing within 14 days with your order details.
How to request a refund
- Email ppsvideo2000@gmail.com (billing) with your order number and PayPal transaction ID.
- Describe the issue and attach screenshots or error messages if possible.
- We will investigate and respond with a resolution or replacement files.
Account & Download Management
After purchase you receive an email with a secure link and instructions to create or access your account. From your account you can:
- View purchase history
- Re-download purchased files
- Update billing and contact information
Technical Requirements
- Modern browser (Chrome, Firefox, Edge, Safari)
- Unzip utility (7-Zip, macOS Archive Utility)
- Sufficient disk space for large packs
- For 3D assets: Blender, Unity, Unreal, or other FBX/OBJ-compatible tools
Escalation & Enterprise Licensing
If you need priority support, bulk licensing, or studio-level access, email shakespearegames@earthlink.net with "Enterprise / Licensing" in the subject and a brief description of your needs. We'll respond with options and a quote.
Privacy & Security
We use secure payment providers and HTTPS for all transactions. We do not share your payment details with third parties. For full details, see our Privacy Policy.
Still need help? Call 203-808-5161 during support hours or email shakespearegames@earthlink.net (general) or ppsvideo2000@gmail.com (billing/PayPal).
