Help Center
Please enter the details of your request. A member of our support staff will respond as soon as possible.
Providing some additional information on these issues will allow us to provide the fastest resolution to your problem.
Please attach pictures of the issue and the packaging (if the product was damaged in shipping) to this ticket and leave a detailed description of the problem as well.
Please let us know the correct current street shipping address (no PO boxes) as well as a working contact telephone number for the recipient.
Please inform us if you prefer a replacement or account credit for the purchase price, which can be used for future purchases. Let us know your preference.
If this is a problem with a printed book, please send us the batch numbers for the affected book(s). The batch number can be found on the back side of the last page the printed book. It will be six numbers, two letters, 5 numbers and a letter (123456ab12345c).
Please let us know which of our servers you are connecting to and your IP address. You can find both of those by visiting our server URL: https://www.drivethrurpg.com/_which_server.php
Many download problems can be solved by clearing your internet browser cookies and cache. Can you please verify if you have tried this yet?
Please let us know what operating system and version you are using.
Please let us know what internet browser and version you are using. Have you tried a different browser to see if that would fix the problem?
Please let us know the email address on your second account.
In order to prove that you are the owner of the second account, please let us know any of your order numbers from that second account, or some of the titles/publishers of products that you purchased through that account.
Which Email Address Do You Want to use on the Merged Account?
If available, please paste in the full text of the email that you received including the To and From fields and your coupon code.
Please be sure to attach the log file to this ticket to help speed the resolution of your issue. You can find the log file by opening a new computer search window and going to %APPDATA%\OneBookShelf\DriveThruRPG. If no log file is there, please double check to make sure that enable logging is checked in the settings and then refresh to create a new log file.
Please let us know if any of your accounts is a publisher or affiliate account or if you are a freelancer. Merging your accounts can delete those settings, so we need to be careful.
