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SUPPORT - FREQUENTLY ASKED QUESTION

Support - Frequently Asked Questions


Be sure to review the game manual and the Gameplay FAQ for more information.



Technical
  • Where can I find the latest updates or patches for Kwari?
  • What do I do if I am experiencing performance problems?
  • When I start Kwari why do I get a blue screen with no graphics or text displayed?
  • Why don't I hear any sound or music in-game?
  • Where can I change my control setup?
  • I’m having problems running another application at the same time as Kwari.
  • Why is Kwari.exe being detected as a virus?
  • How do I configure my firewall in order to play Kwari?
  • How can I ensure that I am getting the best performance possible out of my PC and Kwari?


  • Account
  • What do I do if I have forgotten my login details?
  • Why am I locked out of my account?
  • My account is locked. How can I get it unlocked?
  • How can I change my password or personal details?
  • How do I stop you sending me communications from Kwari or authorised partners?
  • Why haven't I received my account activation email?


  • Financial
  • What payment forms do Kwari accept?
  • My payment has been processed, so why is the money not yet in my account?
  • Is there a charge for withdrawing money from my Bankroll?
  • What is K$1 worth?
  • Why do I have three accounts?
  • How do I transfer money between accounts?
  • How can I add money to my Bankroll?
  • How can I withdraw money from my Bankroll?
  • I just paid into my Bankroll, why hasn't my money turned up?


  • General
  • What happens if my computer crashes or I lose electricity during a match?
  • I don’t like my nickname on the Leaderboards. Can I change it?
  • How do the Password Tumblers work?
  • How can I report another player for cheating?
  • Where can I report errors with maps (i.e. a hole in the wall which shouldn't be there)?
  • My question isn't answered here. Where can I get more support?
  • I'm trying to create an account but my country isn't listed on the Registration page.
  • When is scheduled maintenance?



  • Technical
    Where can I find the latest updates or patches for Kwari?
    Each time you run Kwari the game will automatically look for updates and these must be applied if you wish to play. If you are required to re-install you will be informed and taken to the download page for the latest version of the game. Each time an update is made to the game the details of it will be posted in the Announcements section of the Kwari forums.

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    What do I do if I am experiencing performance problems?
    If the game is appearing to stutter you may benefit from adjusting your video options in the game. From the Kwari Lobby select Game Options and then Video Options.

    Texture, model and particle quality can all be adjusted here. Move the sliders to choose between increased visual quality or increased game performance. Slide the markers to the left to improve game performance and to the right to improve visual quality. Here you can also select between Low and High Shader Quality, choosing Low can offer better performance.

    You may also want to adjust the Enemy Options. The default setting for Kwari randomly selects all opponent character models, but locking all opponents to the same character models can also increase game performance.

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    When I start Kwari why do I get a blue screen with no graphics or text displayed?
    This blue screen typically indicates a problem with your video card. Check that your video card meets the minimum requirements. The minimum requirements are shown here.

    If your video card meets the minimum requirements you may need to update your drivers. For more information on drivers and how to update them, click here.

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    Why don't I hear any sound or music in-game?
    You may need to update your sound card drivers. For more information on drivers and how to update them, click here.

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    Where can I change my control setup?
    All of the actions in Kwari can be mapped to keys of your choice. To change your key setup go into Game Options and then select Controls. To change either the primary or the secondary key for any action click the command you wish to change and then press the new key. On this screen you can also adjust mouse sensitivity and toggle mouse inversion.

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    I’m having problems running another application at the same time as Kwari.
    In order to minimise the risk of third party applications used to cheat at Kwari the game employs security system called Guard Shell which is designed to block third party applications. If you believe that an application is being blocked that shouldn’t be, please contact support. Note that we always recommend closing down other applications while playing in order to minimise the chance of conflicts and ensure maximum performance in-game.

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    Why is Kwari.exe being detected as a virus?
    The Kwari application includes several anti-hack and anti-cheat processes which some anti-virus software may mistakenly detect as a threat. You should make sure that your anti-virus software and definitions are both up to date and then try running Kwari again. If the problem persists please click the More Help link below in order to submit an issue. Be sure to tell us which anti-virus software you are using, the version of the software and the date of the virus definition database.

    You should also try scanning the file with another anti-virus application – there are several available for free on the internet – in order get a second opinion.

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    How do I configure my firewall in order to play Kwari?
    Kwari requires access to the following:

    patch.kwari.com:80

    IP range
    80.65.252.132
    80.65.252.133
    80.65.252.134

    UDP range
    22225 to 61000

    We are unable to assist with the configuration of specific hardware or software and we recommend that you consult your documention for guidance.

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    How can I ensure that I am getting the best performance possible out of my PC and Kwari?
    For adivce on maximising your PC's performance, click here


    Account
    What do I do if I have forgotten my login details?
    If you have forgotten the login details for your Kwari account click here and follow the on screen instructions. Your login details will be sent to your email address.

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    Why am I locked out of my account?
    If you have entered the incorrect password on the tumbler screen five times your account will be automatically locked for your own security. Should this happen you should submit a New Issue to Kwari Support here.

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    My account is locked. How can I get it unlocked?
    If your account is locked or blocked, please contact Support by clicking here. Be sure to include your account name, your email address and the answer to your secret question.

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    How can I change my password or personal details?
    You can edit most of your personal details on the Edit My Account page under My Account.

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    How do I stop you sending me communications from Kwari or authorised partners?
    You can change your communication settings on the Edit My Account page under My Account.

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    Why haven't I received my account activation email?
    You should allow up to one hour for your activation email to arrive. If you haven't still haven't received your account activation email after this time check your email client's spam filter in case the email has been incorrectly identified as spam. You can request a resend of the activation email by clicking here.

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    Financial
    What payment forms do Kwari accept?
    Currently we accept payment from credit cards and bank accounts.

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    My payment has been processed, why is the money not yet in my account?
    Payments from Kwari to players are made in real time, however these payments can take a little time to appear in your PayPal account. If you believe you have been waiting too long for your payment please contact Customer Support.

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    Is there a charge for withdrawing money from my Bankroll?
    There is small payment processing fee for each withdrawal from your Bankroll. Note that there is no handling fee for depositing money.

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    What is K$1 worth?
    When you pay money into Kwari you are buying the in-game currency, "Kwari Dollars". Kwari Dollars are worth about the same as a US Dollar but the exact amount will depend on exchange rates.

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    Why do I have three accounts?
    1. Bankroll
    Your Bankroll is your central account. Any money you pay into the game will be added here. Your Bankroll is not touched by the game unless you authorise it. Any Jackpots you win automatically deposit into your Bankroll.
    2. Game Account
    This sits with you in-game and collects all winnings. Any charges for pickups, traps and so on deducted from this account. Each game has a minimum Game Account balance requirement in order for you to be eligible to play.
    3. Ammunition
    Your Ammunition account shows how many rounds of ammo you have remaining. Ammo purchases are charged to your Bankroll and can be made at any time during play (by pressing Ctrl-P) or in the lobby.

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    How do I transfer money between accounts?
    To move money between your Bankroll and your Game Account use the Transfer Funds button in the Kwari Lobby area (this applies to both Play For Free and Real matches). Here you can select from one of two transfer types: Bankroll to Game Balance or Game Balance to Bankroll. Enter the amount you wish to transfer and click "MAKE TRANSFER". Should you wish to cancel the transfer you can select Return to Previous at any point.

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    How can I add money to my Bankroll?
    Money cannot be added to your Bankroll in the game, you must do this from the My Account page on the Kwari website. Click My Account and then Transfer Cash on the left hand menu.

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    How can I withdraw money from my Bankroll?
    Money cannot be withdrawn from your Bankroll in the game, you must do this from the My Account page on the Kwari website. Click My Account and then Transfer Cash on the left hand menu.

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    I just paid into my Bankroll, why hasn’t my money turned up?
    Deposits should happen in real time. Check your PayPal account to see if funds have been transferred. If they have and Kwari has not credited your Bankroll, please contact our support team.

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    General
    What happens if my computer crashes or I lose electricity during a Match?
    If you leave a match whilst it is still in progress, either intentionally or unintentionally, you will automatically be ejected from the match. However, your character will remain in the match for a short period of time after you leave. This is to prevent players from deliberately disconnecting in order to gain or maintain an advantage.

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    I don’t like my nickname on the Leaderboards. Can I change it?
    If you need to change your display name you will need to submit a New Issue to Kwari Support. You can do that by clicking here. If you don’t want your display name to appear on the Leaderboards this can be changed on the Edit My Account page under My Account.

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    How do the Password Tumblers work?
    Instead of a traditional password Kwari employs a system of tumblers to ensure that your account is secure at all times. The tumblers protect you against key-loggers and other potential security risks. The tumblers may take a little time to get used to but they are designed with your security in mind.

    The tumblers will prompt you to enter three characters from your password. The three characters will be selected at random each time and the tumblers’ starting point is also randomised. The characters are masked until you click on the up or down buttons and will become masked again once you have finished. Your password characters must be lined up on the centre line which is highlighted in a different colour. Once you have selected the correct characters, click Login to proceed. If you enter your password incorrectly, you will be taken back to the main menu and you must try again and a new random set of characters must be entered.

    Example:
    • Your password is 'supercharge'
    • You are prompted for characters 3, 4 and 6
    • The 3rd, 4th and 6th characters are: 'pec'
    • You need to select p, e and c on the centre tumblers
    • If you are unsure click Help on the tumbler screen

    If you have entered the incorrect password on the tumbler screen five times your account will be automatically locked for your own security. Should this happen you should submit a New Issue to Kwari Support. You can do that by clicking here.

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    How can I report another player for cheating?
    If you believe you have been in a match with a player who was cheating in some way please make a note of the time the match was played and which map you were on and contact Support with a full description of what the player was doing.

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    Where can I report errors with maps (i.e. a hole in the wall which shouldn't be there)?
    We encourage players to actively seek out broken sections of game maps. If you find such a section please report it to Customer Support giving as full a description as possible of the problem and how to find it.

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    My question isn't answered here. Where can I get more support?
    If you have a question that isn't answered above or any other problems with Kwari, you can contact support by clicking Customer Support.

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    I'm trying to create an account but my country isn't listed on the Registration page.
    Initially Kwari will be launching in a limited number of European countries. This list will be growing and more and more countries will be added. We'll announce expansions to the Kwari service on the website.

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    Can you add this under the General section, please.
    The game servers will be unavailable each Monday and Thursdays between 6.00am and 8.00am GMT for scheduled maintenance. During this time we will be carrying out routine maintenance and upgrades. Games will be unavailable during this period and the maintenance will not begin until all games in progress have been completed.

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