Contact Support
Need a hand? Our team is here for technical support, account, and moderation/community questions. Write to us at eugsupport@eugensystems.com and we’ll get back to you. Every message is read.
Frequently Asked
How do I report a bug or a crash?
Send us an email with your system specs, the game and version, and a description of what happened, a screenshot or video helps a lot. The more detail, the faster we can reproduce and fix it
My CD key or purchase isn't working.
Contact the support team of the platform where you purchased the game. We can’t access or intervene in third-party purchases or CD key issues.
Where can I find my saves and replays?
There are two possible locations depending on your settings. If Steam Cloud sync is enabled, they’re stored in your Steam userdata folder: Steam/userdata/[YourSteamID]/[GameAppID]/remote. If Steam Cloud is disabled, or if the game isn’t on Steam (e.g. GoG or Epic), saves are stored locally in: C:/Users/[YourUsername]/Saved Games/EugenSystems/[GameName]
How do I report a player or appeal a ban?
To report a player, email us with their name, the replay and any relevant evidence. Every ban is carefully reviewed by the Eugen Systems team using chat logs, replays, and all available evidence. Once a decision is made, the sanction is final and cannot be appealed.
Do you offer refunds?
Refunds are handled by the store you bought from (Steam, Gamesplanet, GoG…) under their policy. Contact the support team of the platform where you purchased the game.
How do I fix connection or multiplayer matchmaking issues?
Check your firewall/router settings first, then verify your game files via your platform’s client. If the issue persists, email us your logs and a description of the problem.
How do I get access to a dedicated server?
To request a dedicated server, contact our support team by email. You’ll need to own a valid Eugen account with the requested game purchased on that same account, we can’t set up access on an account that doesn’t own the game. Once your request is validated, we’ll provide you with the login and access code needed to connect to the dedicated server.
Do you offer support for modding, the map editor, or dedicated servers?
For technical support related to dedicated servers, modding, or the map editor, the best place to get help is our official Discord server. Our team and experienced community members are there to help directly:
Join our Discord
Still can't find what you're looking for? Send us an email and we'll get back to you.
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