Support
Before Contacting Support
To help us provide faster and more accurate support, please read the
information below before sending an email.
When Contacting Us
- Write in English
- Provide clear details and describe your situation as precisely as possible
- Include any relevant information that may help us understand the issue
The more details you provide, the faster we can assist you.
Please Include This in Your Message
- Your purchase email address
- Your Facebook username, if the purchase was made through Facebook
- The exact product name
- Your current game version
- A short but precise description of the issue
- A screenshot, if applicable
- Your game log, for technical problems
Messages with complete information can usually be handled much faster.
Before Sending a Support Email
If you purchased the mod via Facebook and already have access to version 1.15
You can download the update for free using the same
Google Drive link you received previously.
If you only have access to version 1.14 or older
Please contact us and include details such as
your Facebook username, so we can verify your purchase
and provide further update instructions.
If you purchased through our website and didn’t receive an update email
You may not have selected the option to receive
update emails during checkout.
You can always download the newest version using the
same download link sent after purchase.
If you are experiencing a technical issue
Describe the problem in detail. Attaching a
screenshot and game log
will help us diagnose the issue faster.
Support Checklist
- I checked my original download link
- I checked whether an update or bugfix is available
- I verified the correct mod order in Mod Manager
- I prepared screenshots or log files if this is a technical issue
Common Problems
If you are experiencing problems with broken intersections or missing
prefabs, there may be several possible causes.
Example image — this issue is not limited to the Winter mod only.
Solution 1
If you are using map mods,
Base0 must be placed below the map mod in the Mod Manager.
The remaining PNG files must be placed
above the map mod.
Important:
If you are not using map mods, Base0 is still required
and must be placed at the very bottom below the rest of the PNG files.
Solution 2
Download the Bugfix / Update if available
and place it at the very top of the Mod Manager.
Mod Manager Example
TOP
Bugfix / Update
PNG
PNG Main Files
MAP
Map Mod
BASE
Base0
If You Haven’t Received a Reply Yet
-
We haven’t reached your message yet due to a high volume of emails
(this may take a few business days — we do not work on weekends)
-
Your message was too general and did not include enough details
-
Your message was written in a language other than English
Contact Us Directly Only If
- You cannot access your files or purchase link
- You need purchase verification for an older Facebook order
- You have a technical issue that still exists after checking the solutions above
- You have already tested the correct mod order and available bugfix/update
If your issue is already explained above, please follow those steps first before contacting support.
