Infestation Support | Game Issues (2024)

Game Status

If your game is showing as offline, patch, or anything as such, please check our Socials for information if there are server issues before opening a ticket. Discord (live feed):...

Steam account unlinking

If you need your account unlinked from Steam, you have to submit a ticket at https://playnewz.com/support

An Error Occurred while logging in

First, check our Socials for updates on the servers as this could mean the servers are currently down for maintenance.Otherwise, try the following:Open an exception on your firewall/antivirus...

Account banned / closed

If your account has been banned, you need to open a support ticket to appeal your ban. Your ban will be reviewed by our team and we will check if it could be a false positive.To be sure, you...

Steam - DOUBLE GC event

The GC value shown on the "Slide Bar" when purchasing GC using your Steam Funds is already doubled. Example: If you buy for 5 dollars and you get 4400GC, then you would have gotten 2200 GC without...

Timeout Connecting To Master Server

This usually means an issue with your connection. If your connection is healthy (check your packet loss), try the following:Open an exception on your firewall/antivirus for the gameSet up Google's...

Forgotten Password

You can reset your password by going to http://playnewz.com/forgot_pw.php and entering the email currently registered on your account.If the problem persists, please open a ticket.

Lost accounts

If your account has been lost, there are many ways we can help you.If you have access to the email on the account, you can reset your password by going to http://playnewz.com/forgot_pw.php and...

Google Authenticator (2FA)

2-Factor Authentication help you keep your account safe. In addition to the password, it gives you an extra layer of protection by creating codes that are reset every 60 seconds on your phone or...

Submitting Tickets (Support)

The quickest/most practical way to get some support is by our support ticket system.To open a ticket, make sure you have logged in on the account you need support for. You can login through...

Infestation: Survivor Stories (f/k/a The War Z) accounts

We are an independent game from Infestation: Survivor Stories (F/K/A The War Z) and Infestation World/Thailand and the accounts did not and will not migrate. Unfortunately if you want to start in our...

Decompress failed

Decompressed Failed means some of your files are either corrupt or de-synced.If on Steam: Verify Game Integrity through Steam. Right-click the game on your library, go to Properties, then...

Repairing game files

Sometimes it can happen that some files in your game are corrupted and they need to repair.Either if you're playing through Steam or our standalone launcher, you can do that in a very simple...

The New Z on MAC/Linux computers

Unfortunately the game does not run on other OS'es.You can install a virtual version of Windows on it and you will be able to run it.If the issue persists, please open a new ticket.

GC Purchase Issues

There are 2 ways to purchase GC (Gold Coins), first there is the website, where you purchase over Xsolla and the second one is Steam. Sometimes there can be an issue purchasing anything on both ways....

No servers available for rental

If you get this error while trying to rent a new private server, that means the servers are currently at full capacity. Try again in a few days to check the status of the servers.If the problem...

Deleted/Missing characters

If your character was accidentallydeleted or is missing, just open a ticket so we can restore them for you.

Locked account

If your account status is LOCKED BY STAFF, it means your account has been locked for security reasons, which could mean many different things.For information as to why your account has been...

Communication Error

Technically this could be a lot of things, but it's mostly due to people having ISP issues or because the game is not being allowed through the firewall or Antivirus.What you can try...

Cannot extract the file TheNewZ.exe, please delete this file manually

Go to your game folder and find the file TheNewZ.exe and manually delete it. If you still get an error when trying to do so, restart Windows and try again before launching the game.If the issue...

GC price difference between Steam and website

Technically there is no difference between the two, as on the website the price is in Euros and on Steam it's in Dollars.However, due to currency value fluctuation there might be moments for...

World does not load when joining a server

If the world doesn't load when you try joining a server and you get instantly kicked out you need to make some minor adjustments on your video card settings from its Control Panel.AMD cards:...

Stolen account

It is not possible for an account to be hacked. If someone gained access to your account, it was due to a security breach on your end.Make sure no one else has access to your account, email or...

Game session active

That means someone is currently on that account. If you haven't shared your account with anyone, you can reset your password by going to http://playnewz.com/forgot_pw.php and entering the email...

Game or game files being detected by Antiviruses

Sometimes after a patch, it may take some time for the antiviruses databases to update and synchronize with the new files from the game.If you encounter this issue, first try updating your...

Temporarily banned from the game

If you were temporarily banned from the game, it means you broke one of our minor in-game rules.Check this website and see if you have broken any of them:https://playnewz.com/rules.phpIn...

Version mismatch

That is a internal error. Just open a ticket and we will fix it for you.