This page covers a vast number of topics, from account queries to game-specific technical support, and more information is added all the time. You'll find useful information about the game in our manual.

If you don't find the answer you are looking for, our trouble-ticket system will track your inquiry here, our team is committed to providing nice support for our valued players. We'll be also pleased to answer any question you may ask.


Billing & Accounts:

I get a cancellation notice when logging in and I didn't do anything against the rules of conduct published in the web site.

My free playing period has ended... Where can I purchase the game?

Download:

Error downloading or installing the game

Connection:

I can't connect

I try to connect but all I get is a message stating that my subscription has expired

Which ports are needed to play PrisonServer? Firewall configuration

Graphics

How can I install or reinstall video drivers?

Game:

I used the stat/skill points on the wrong abilities. Could you reset the point so I can use them again but in the correct abilities?

How can I identify a GM (game master)?

If I cancel my account, is there any guarantee that my characters will not be deleted?

Miscellaneous

My spam filter is blocking e-mails from support

Is PrisonServer available for Windows® only?

How to report a bug in PrisonServer?




I get a cancellation notice when logging in and I didn't do anything against the rules of conduct published in the website:

Your account-locking was caused due an automatic protection by the server to avoid cheating. As you know, cheating is no good for any online game because it kills the game and fair play.

There are several reasons for a false-positive on our automatic cheating detection, so please check them:

• Check you are not playing with "Kazaa / Emule / Overnet" or any other P2P programs running in the background. They can interfere negatively on your connection.
  
  
• Also beware of 'speedhacks', cheating programs or any program that can speed-up your computer or supposedly used to get benefit for the game: they are illegal programs. The server WILL detect any suspicious activity and will KICK you for two weeks if you use them.
  
  
• We also have reports on some laggy or unstable Wireless networks configurations can interfere with our cheat-detections.
  
  
• We also have reports on some overclock configurations, faulty motherboard drivers or BIOS that could lead to interferences with a correct system clock synchronization and/or speed, so the server sees you as a cheater.

My free playing period has ended... Where can I purchase the game?

Once your free time expires, you don't need to create any other account or buy nothing, since this is the real game. So you'll keep your characters. You'll only have to renew your subscription plan for your current account, from the "buy a subscription" section at "manage account" from the website



Error downloading or installing the game:

Most download problems come from a power failure, virus or corrupted downloads. Anyway, you can always download trying another download option.

See the download page: https://prisonserver.co.uk/english/download/

You can also try to manually download the game client from these direct links. All of this is tested and working OK.

Florida, USA
http://www.prisonserver.net/updates/PrisonServerEN.exe

Florida, USA
http://www2.prisonserver.net/updates/PrisonServerEN.exe

Germany, EU
http://www3.prisonserver.net/updates/PrisonServerEN.exe

London, UK
http://www.prisonserver.com/updates/PrisonServerEN.exe

If you have problems downloading using our download manager (option A in our website), make sure you shutdown your firewalls/antivirus, they may be blocking the download connection, and try again from:
https://prisonserver.co.uk/english/download/



I can't connect

If you can't connect please try:

- If you are using a firewall, make sure PRISONSERVER.EXE and CARCELCLIENT.EXE is added to your firewall's exception list. If you are unsure of how to do this, please check the website of your firewall provider for instructions

- Try temporarily disabling any Internet security or anti-virus/spyware applications. If this resolves the connection issue, then you will need to adjust the settings on these applications in order to connect to PrisonServer while they are running. Please contact the author of the software if you do not know how to make these adjustments.

- It is important to disable any programs like Kazza or eMule, as this kind of software uses to saturate the internet connection easily.

- If your ISP is America Online® and you are unable to use Internet applications outside of the AOL® client (such as Internet Explorer), please contact their Customer Support regarding this issue at http://www.aol.com/support/help.adp.

- Unless there is some kind of severe technical problem, server downtimes for standard maintenance and updating never exceed 20 or 30 minutes.

If the above information did not resolve this issue, our Technical Support team can investigate the issue on an individual basis.

Please also provide them with the following information so that they may better assist you with this issue:

Are you connecting through a router or hub? If so, what is the name and model number?
Are you on a home, campus, or business Network?
Are you using a firewall application? If so which one?
Do you use any Internet Security Applications (ISA) such as CYBERsitter, Net Nanny, ZoneAlarm®, McAfee® or Norton??
Who is your Internet service provider?
What type of connection do you have (cable, DSL, dial-up)?
Where are you located?

Please provide as much relevant information as possible; this will help them swiftly resolve your issue

I try to connect but all I get is a message stating that my subscription has expired

You have a free testing period so you can get to grips with the game and enjoy its unique features. Past this period, if you want to keep playing, you will have to renew your subscription. This subscription, usual in most online games, will allow the further development of the game and the maintenance of the server infrastructure.

Which ports are needed to play PrisonServer? Firewall configuration

Your Internet connection must have no restrictions on UDP ports 25000 to 25999 in order for you to connect to the game.

How can I install or reinstall video drivers?

To check your graphics card type, click the Start button, press Run, and type DxDiag. Click OK and a DirectX tool should appear.

Click on the Display tab to find information about your video card. The Chip Type field should list the specific card you have installed, and the current driver version and date should be listed to the right.

Drivers available for ATI? cards:

https://support.ati.com

Intel® video drivers:

http://www.intel.com/support/graphics

To install NVIDIA® video drivers:

http://www.nvidia.com/content/drivers/drivers.asp



I used the stat/skill points on the wrong abilities. Could you reset the point so I can use them again but in the correct abilities?

Our apologies, but is technically impossible to change the points of your character and not to downgrade it to level one again



How can I identify a GM (game master)?

You will recognize any GM simply by its size, usually much taller than usual. You will see that GameMasters use to be named as "GM....." and have a special "[GameMaster]" mark in the name. You can list all connected gamemasters just by using the "/raw listgms" command at the chat console.

GM's will never ask you for your passwords or personal details.Please always follow GM directions



If I cancel my account, is there any guarantee that my characters will not be deleted?

Right now we never delete any character from an expired game account. In the future, and depending on the amount of users and system performance, we could end up deleting unused accounts, but that would be at least 6 months after the account expiration.



My spam filter is blocking e-mails from support

If your e-mail application uses a spam filter, you may find that you are not able to receive e-mails from the PrisonServer Support Team. To make sure that you can receive e-mail from support, be sure to set your spam filter to allow e-mail from the support address



Is PrisonServer available for Windows® only?

Yes. PrisonServer is only available for Windows® PC. At this time there are no plans to bring it to any other platforms such as Macintosh® or Linux



How to report a bug in PrisonServer?

By submitting detailed bug reports you help to improve the game. You can use the contact & customer support form to submit a bug report at: https://prisonserver.co.uk/english/tickets/