itch.io

I send a mail to “support@itch.io” but I have no response from “support@itch.io”

Sending in a support request generates an automatic receipt email confirming that you request has been obtained, and provides you with a ticket ID. If you did not get that email address. If you did not receive that then your email account may be blocking either the send or receipt of the email.

Please confirm you do or do not have a ticket ID.

Additionally, please do not publicly share your personally identifying information, like your email address, in our forums. Anyone can read posts here.

Lastly, a purchase does not require an account. If you want to look up an existing purchase by email address you can use the following page: https://itch.io/docs/buying/already-bought

Hello,

It doesn’t appear to be related to the SharedArrayBuffer support, but rather an error is being thrown by the PayPal API when attempting to create a transaction on your PayPal account. Perhaps there is an issue with your PayPal account?

That’s correct, someone installing a browser based game in the app counts as a “download”.

Are you able to link to a page that is having the issue so I can take a closer look?

Thanks

Issue should be resolved now, try again

Thanks, pretty sure we know what’s going on, will have fix out later today

Clicking the delete button page will immediately delete the file after confirming, and it can not be recovered. If you need to make changes to the jam page then you will need remove your game from the jam, add the file, then ask for a late submit link. I recommend checking with the host first to confirm they will able to generate a late submit link for you.

Can you please link me to the game so I can take a closer look,

Thanks

I just tested a few pages with no issue. Not aware of our host being down, so I would guess it could be related to your network connect. Are you still having a problem?

It is possible to change passwords with activated 2fa, without providing the 2fa token. This is a desgin flaw. It needs to be asked every time the password is asked. Such as for password change or email change.

This is a bit tricky, we would also need to disable the ability for an account to turn off 2fa without a 2fa token, otherwise the person who hijacked the account would disable 2fa before making their changes. This could cause people to get locked out of their account. At this point though, the risks of being locked out of an account and having to contact support probably aren’t as bad as the damage a hacked account can do.

For context, changing password, email, and two-factor auth settings requires the account password. If someone is stealing a session and able to take over the account by changing its details, then they also have the account password.

I’m sorry that happened to you, but you still need to read the rules of the board before posting.

If you still need to make a topic about a Support Request, you must include your ticket ID with your message.

Thanks

We generally tell developers that the “most recent” page is a bad place to market your game. Maybe it might work for some lucky people, but that page has hundreds of pages going through it daily. Your update was 18 days ago, that’s ages ago in terms of time for the most recent page.

Making a “Major Update” devlog may cause a bump on your page in our algorithm, but there is no guarantee. Establish your game in our system with regular updates and collect players and your page will be recognized by our system and be more likely to receive bumps from activity on your page. We can not guarantee traffic for any particular single page or developer since we are a public publishing platform with thousands of new pages created per day.

I recommend prioritizing growing organic traffic through your network. You can also use a broad range of tags & classifications to ensure that people coming from many different pages are able to find your page. Think of the traffic that itch.io gives you as a bonus on top of your own promotional efforts, please do not have the expectation that itch.io is going to give you all your traffic. itch.io has nearly 1 million games all competing for a small number of slots on the top of pages like “Most popular”, “Most recent”, etc.

Hope that helps

Lastly, please remove “Support not responding” from your title, please make sure you read the rules of the board before posting.

Thanks

Thanks for the report, larger bundle hosts need to reach out to us before they publish their bundles so we can change the internal setting about how the bundle activates in buyers’ libraries. We’ll go ahead and make a manual action here.

That’s a social media preview, we don’t have direct control over those if they have been cached. What happens when you go to the link?

Just an update for everyone. We are still testing and debugging. We just pushed out a configuration change that based on my testing seems to have alleviated the issue. Please do keep reporting if you are seeing issues though, as it will give me more pages to test.

Very cool!

Thanks, I was able to confirm it’s still happening here. Investigating.

I don’t see any view restrictions on your page. Are you sure you linked to the right thing?

That data is collected earlier in the process (Likely the “Profile” section), you will need to go back and carefully review each section and ensure that you complete it as described. Keep in mind the form changes depending on the details you provide in each step, so our staff is unable to give you specific instructions about how you personally would complete the form.

Thanks for the reports everyone. We had a call with the CDN and where able to identify the issue and push out a hotfix. We’re still testing but everything appears to be functioning as intended on our end. If you are still experiencing issues please reply to this thread.

Edit: We are still getting reports, so we’re continuing to investigate
Edit: We are considering the issue fully resolved since this latest update: https://itch.io/post/8930145

Yeah, this is a pretty egregious failure on the end of our CDN. One would expect that if it can’t pull the full file it would fail the transfer and not mark it as complete.

Looks interesting, add some screenshots to the page!

Also don’t forget to tag what platforms your game is for (Windows, Mac, etc.)

Thanks for the report, I’m trying to collect reports in this thread so we can start working on a solution, thanks: https://itch.io/t/3306553/download-file-corruption-reports

Edit: Issue appears to be resolved since latest configuration update: https://itch.io/post/8930145

We’ve noticed a significant number of reports regarding corrupted downloads, particularly for larger files from itch.io.

On 2023-11-21 we completed full migration to a new CDN after a gradual roll-out during the week. We didn’t receive any reports during this period, but we have now started seeing your reports coming in. To assist us in diagnosing the issue, please respond to this thread if you are experiencing the problem, providing details for each point below:

1. Link to the affected game page
2. Size of the file and filename you’re attempting to download
3. Was the file recently uploaded? (If so, when?)
4. Was the file uploaded using Butler? (This is only relevant for page owners)
5. Your geographical location (if you’re comfortable sharing)
6. A brief summary of the issue - does the download cut out? Slow down? etc.
7. Are you downloading via the app or through your browser?

Note: There is no need to re-upload files. This is a delivery-related service issue. The files you’ve previously uploaded are securely stored in our primary storage, and we have no reason to believe there are any issues with them.

Thank you for your patience. We hope to have a solution ready soon.

Please see my post here and provide additional details if you’re able to: https://itch.io/t/3306553/download-file-corruption-reports

Thanks

Thanks for the reports, I’m trying to collect info about the issue, can you please post in this thread with more details if you have the time: https://itch.io/t/3306553/download-file-corruption-reports

Thanks

Just want to add, it’s not necessary to switch to a discussion board to control how post voting is handled. You can change the voting options even for comments, and there is an option to disable it entirely .

This person is referring to the upvote/downvote system on comments on a game page. We don’t provide upvoting/downvoting for games in general (with the exception of the Release Announcements forum).

The community owner can determine the type of post voting they prefer for their comments or community, including opting for no voting at all. To find the settings for voting options, go to the edit project page, click on “More”, then select “Edit Comments” (or “Edit Community”).

As for the default option of Up/Down voting, most posts are not voted on. However, when a standout post is shared, we often see viewers expressing their opinion through a significant number of upvotes or downvotes. It’s an effective way for viewers to gauge how others feel about a specific post without having to come in and write a comment themselves. Without a way for community members to give feedback on a post, every post may be viewed with equal weight, which may give a misleading impression to a reader.

Currently, the up/down vote score does not influence the display order of comments. They appear chronologically for now, although we might consider changing this in the future.

Thanks for the report, looks like a bug in our responsive breakpoints. I’ll make a note to get a fix out for this.

No, it’s not related to Steam keys. On itch.io owners are granted a key that gives them access to your project regardless of if there are Steam keys involved.

https://itch.io/docs/creators/download-keys

It looks like you ran a 100% off sale with key claiming enabled. Those people become permanent owners of the game. Those are included when you send an email to “owners.”

I was able to spot the issue. Our system was including a date for an internal task that wasn’t related to updates you made to your page. We’ve pushed out a fix and it should no longer display the misleading “updated at” date.

Thanks

Please avoid making all your text bold and headers. Thanks

That field is updated if you edit the page in any way, including adding new files, screenshots, changing the layout, or changing the description. Hope that helps

This change does not affect the “Updated at” of game, but, it will cause save game issues for browser players as described on the topic.

In order for the required headers to function every single embedding page must have compatible headers. This means that on your site the contains the iframe you will have to provide the following (or compatible) headers:

Cross-Origin-Opener-Policy: same-origin
Cross-Origin-Embedder-Policy: require-corp

Unfortunately this may be impossible or complicated depending on the host. This is why we recommend using a link to open the game in a new tab or window, instead of embedding it into the page.

The new domain is now deployed.

You can disable automatic login security by enabling Two Factor Authentication on your account.