Gaming Support

[Kyle-BBY Retired: Senior Social Media Specialist]

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This FAQ is now dated. Please visit our new Digital Download FAQ here: Digital Download FAQ

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Find answers to some of the most frequently asked questions regarding Best Buy pc app and Digital Downloads!  This post may be updated periodically to include new questions, new answers, and improved solutions so be sure check back.

Note: For questions regarding digital downloads for Best Buy CinemaNow, PlayStation Network, Xbox Live, or Steam please reference our Digital Vendor Support Directory to contact the appropriate vendor.

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Can I return or exchange downloads?

All digital products are nonreturnable and nonexchangeable. Digital products sent via e-mail code cannot be canceled.

Can I download software outside the United States?

No; digital products can be downloaded only within the United States. Software cannot be downloaded in Puerto Rico, or anywhere outside the US.

Can I download software using my Mac OS, or a tablet?

Software downloads are not available for Mac OS or for tablets. If you don't already have it, you'll need to install Best Buy pc app on your computer. Use Best Buy pc app to download and manage your Windows PC games, add-ons and software.

What is a token code?

A token code is e-mailed to you after purchase with instructions on how to redeem it and download your game or add-on. This e-mail explains how to access that game network and redeem the token code to begin your download to your game system.

Why can’t I find see the buttons/links in my email?

Many email providers block images/links by default in messages received from unknown email addresses.  Check the top of your email for a message regarding ‘blocked images’ or ‘blocked content’ and follow the steps listed in that to enable them.

I didn’t receive my game download after placing the order on BestBuy.com?

• Check your order status on your BestBuy.com  “My Account” section to ensure that it went through properly. 
• Check your email inbox and junk/filtered mail folders for the email containing instruction on how to proceed with the digital download.
• There should also be a link to the downloader (pc app) in your BestBuy.com “My Account” section.
• If you haven’t already done so, install Best Buy pc app, log in using the same email address registered on your BestBuy.com account, and check your “My Account” > “My Downloads” section.

Why can’t log in on Best Buy pc app?

• Make sure you are using the same log in username and password as your BestBuy.com account.  If you created a new account for pc app, you will need to have the same email address registered to it for the account to link.
• Completely close out of pc app, restart it and try again.
• In some cases, performing a password reset on BestBuy.com may resolve log in problems. To do that:
• Log in to your account on Bestbuy.com
• Click "My Account"
• Click "Password"
• Change password
• Log into pc app using new Password

Why am I getting an "external server unavailable" error when I try to log in to Best Buy pc app? [added 2-11-12] 

In my experience troubleshooting this error, it is oftentimes the result of the email address coming from an uncommon email provider.  If you either have an existing email address or would like to create one with a provider like Gmail, Hotmail, or Yahoo, try updating your BestBuy.com account with it and attempting to sign in on PC App again.

Why is my game download freezing or getting stuck in pc app? [updated 2-11-12] 

Check to make sure you have free space on your hard drive.  Many games require multiple gigabytes (GBs) of space.

If your download is stalling at 0% and you do have hard drive space available, please post a new thread on the Gaming board describing your situation and we'll research it further.

Note:  Download speeds can vary depending on the type of internet connection provided by your Internet Service Provider (ISP).

Where do I find my key code for my game download?

Your key code is provided in the “My Account” > “My Downloads” section of pc app.

What if I can’t see my key code?

Try to close and re-open pc app. This should refresh your account.

What do I do if “Manual Install” button doesn’t do anything when I click it after my game has finished downloading? [updated 2-11-12]

As an alternative installation method, you can locate and manually execute the install file for your game in the pc app download directory found here (replace Your_UserName with your Windows Username and Your_game_folder with the title of the game you purchased):

Windows 7 or Vista:

C:\Users\Your_UserName\AppData\Local\Best Buy pc app\DigitalShelf\Your_game_folder

Windows XP:

C:\Documents and Settings\Your_UserName\Application Data\Best Buy pc app\DigitalShelf\Your_game_folder

Note: You will need to have hidden files and folders displayed in order to find this location.  To do that:

Windows 7 or Vista:

• Open Folder Options by clicking the Start button , clicking Control Panel, clicking Appearance and Personalization, and then clicking Folder Options.
• Click the View tab.
• Under Advanced settings, click Show hidden files, folders, and drives, and then click OK.

Windows XP:

• Click Start, and then click Control Panel.
• Click Appearance and Themes, and then click Folder Options.
• On the View tab, under Hidden files and folders, click Show hidden files and folders.

If you are still unable to install the game, there may have been a problem with the download that caused corrupt install data.  In this case, you may want to try deleting that installation folder/files and re-downloading the game.

How many times can I download the game?

It varies by game. publisher or vendor may indicate in the product details how many computers you can download to or how many times you can download your game. Usually you have unlimited play once it is installed.

What are the minimum system requirements for pc app?

• Windows 7, Windows Vista with service pack 1, or Windows XP
• 1.0GHz processor or faster
• 512 MB RAM (1GB recommended)
• 50MB available hard drive space for installation; additional drive space required to download applications
• 1024 x 600 display (1200 x 800 recommended) with 16-bit video card
• Broadband Internet connection required for online services.

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Due to the complex nature of PC problems, we may not cover the solution to your specific problem here but we hope these answers help as a starting point for the troubleshooting process.  Feel free to post your questions on our Gaming Support board here on the Best Buy forums.

Additional Resources:

How it Works: Software, Games, and Add-Ons

How it Works: Best Buy PC App

Downloading Digital Content