How to send us your game folder

We’re here to help you. In fact, we love it! Our goal is to always give you the best House Flipper experience and solve every issue you might face while playing our game.

But sometimes a bug or an issue that you’ve encountered is a bit more complicated and to fix it we have to dig more into the files your game version uses. That’s why after contacting us, we might ask you to send us a whole folder where your game is installed. Below, you will find a tutorial for both Windows and MacOS systems on how to pack and send us the folder.

⚠️Don’t worry, the procedure is completely safe and we won’t have access to any sensitive data from your side.⚠️

• Windows
• macOS

Windows

1.) Find the game folder

Open File Explorer or Windows search bar and just paste the path %appdata%\..\LocalLow\Empyrean\ as shown in the screenshot below:

2.) Compress the game folder.

You will see all the games you have installed, but in this case, the folder you’re looking for is called House Flipper Game. In order to attach the folder to your email to us, you need to compress it first into “.zip” format.

Right-click on the folder and from the dropdown menu choose the option “Send to” then “Compressed (zipped) folder”. Like in the screenshot below:

The process starts right after that and when it’s completed, you should see a new House Flipper Game folder but with “.zip” extension right next to the original folder.

3.) Send the folder to us.

Now, gather the folder and all of the extra files and info our Technical support data will ask for. Here’s a tutorial on where you can find your system information and "logs" files.

Add all files as attachments to your Frozen District Support Ticket and submit. That’s all!

Sometimes there might be an error that the compressed House Flipper Game folder is too big to attach to your email. Then try using a cloud-based online platform instead, such as WeTransfer.

macOS

1.) Find the game folder.

If you’re a MacOS user, to locate your game folder you need to open Finder and from the Go menu select Go to Folder. There, as shown in the screenshot below, paste the path ~/Library/Application Support/Empyrean in the following window and click Go.

2.) Compress the game folder.

You will see all the games you have installed, but in this case, the folder you’re looking for is called House Flipper Game. In order to attach the folder to your email to us, you need to compress it first in “.zip” format.

Right-click on the folder and from the dropdown menu choose the option Compress “House Flipper Game” Like in the screenshot below:

The process starts right after that and when it’s completed, you should see a new House Flipper Game folder but with “.zip” extension right next to the original folder.

3.) Send the folder to us.

Now, gather the folder and all of the extra files and info our Technical support data will ask for. Here’s a tutorial on where you can find your system information and "logs" files.

Add all files as attachments to your Frozen District Support Ticket and submit. That’s all!

Sometimes there might be an error that the compressed House Flipper Game folder is too big to attach to your email. Then try using a cloud-based online platform instead, such as WeTransfer.