Referring to frequently asked questions is often the fastest way to find the answer to your question or the solution to your problem.
Please check our FAQ entries first.
Also, please check information from DLsite.com shown on the left.
Frequently asked questions
Most frequently asked questions
- All usersThe text appears to be garbled or displayed as question marks.
- All usersI keep getting "This card is invalid" message.
- All usersAn error occurs when extracting the file. (corrupted file, split files, etc.)
- All usersAn error occurs when I click the .exe file in game file. (Syntax Error)
- All usersI don't know how to view an item that requires a user authorization. (CPD file, DLST file, etc.)
- All usersI can't open or view the downloaded contents.
- All usersCan I re-download products I purchased as guest?
- MemberMy purchase didn't go through and my points/coupons are gone.
- MemberHow can I delete my card information?
- MemberCan I use my English member account to shop on the Japanese site?
- All usersDoes the full version of the product have no mosaic censorship?
- All usersI want to purchase products in English only.
- All users"RGSS103J.dll or RGSS202J.dll could not be found"
- All usersI was charged twice for the same product.
If the problem could not be solved by checking Frequently Asked Questions, please contact us for assistance.
Before you submit an inquiry
DLsite.com provides product support from purchase to download and file extraction.
If you have further questions or need support after this stage, you may need to contact the circle directly. DLsite.com cannot answer questions regarding product details.
(If you have trouble understanding the contact details of a circle, please email us through [ Contact Us ].)
For those who use free email accounts (e.g. @yahoo.com, gmail.com)
Emails from DLsite.com may be misclassified as spam by free email accounts.
Please check the spam folder for pending messages.
For those who use email accounts with strict receive settings (e.g. @verizon.net, @sbcglobal.net)
Emails from DLsite.com may be undeliverable to some email accounts.
If you receive no emails from DLsite.com, please provide another email address and try again. We apologize for the inconvenience.
For those who use security software (e.g. anti-virus software) or spam filters
Emails from DLsite.com may be misclassified as spam or deleted.
Please check the spam folder and software settings.
You can transfer your purchase history as a guest to your download history as a member.
(This applies only to your purchase(s) made with the same information.)
* Please log into your account to which you wish to transfer the purchase history.
About the unarrival and reissue of confirmation emails
If you do not receive a confirmation email after the purchase, you can resend it on your own from the following page.