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Downloading Issues

If you're experiencing issues downloading your game or software purchase, here are some common solutions that may help.

Try a different web browser

If nothing happens when you attempt to start your download, or if you see an error message during the download process, try using another web browser. Supported browsers include Firefox, Chrome, Internet Explorer and Opera. There may be a temporary issue or incompatible setting with the browser you originally used that's preventing the download.

You'll also need to make sure your browser has the Javascript plugin enabled. Open your browser's "Help" section for more information about Java. If you've installed other browser add-ons or plugins that work with Java (like Adobe Flash), you may want to try updating them as well. They could be causing issues with Java, or generally interfering with the download process.

Check your anti-virus software or firewall settings

In certain cases, your anti-virus software can block the download of a game or software from Amazon.co.uk. You may need to add Amazon.co.uk to your list of trusted sites, or allow downloads from Amazon.co.uk if your browser displays a security warning. Also make sure your anti-virus and spyware software is up-to-date.

Note: Anti-virus software publishers frequently update their products, and may incorrectly identify downloaded games and software as harmful files. All Amazon Games & Software Downloads go through a review process that includes virus and spyware scanning. If your download is flagged as harmful, you may need to contact your anti-virus software publisher to report the issue.

Check your Internet connection

Some network connections and secure VPNs have additional restrictions that may block your download. If possible, switch to a different connection and try your download again. If you’re downloading a particularly large file, we recommend using a stable and fast broadband connection.

Restart the download

Sometimes a download will stop unexpectedly due to intermittent connection issues. To restart your download, visit Your Games & Software Library and click Download next to your selected game or software to start the process again.

Important: Before retrying your download, delete any previously downloaded files from your download folder, as well as any partial game or software files from your desktop.

When re-downloading casual games, first reinstall the Amazon Games & Software Downloader. To reinstall the Downloader, go to Install the Amazon Games & Software Downloader and follow the onscreen instructions.

Tip: In Your Games & Software Library, casual games feature a drop-down menu next to the Download button. This menu lists all of your available computers so you can select which one you'd like to download your game to.

For more information, go to Download and Install Your Game or Software Order.


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