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Help and support

Contact form

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Frequently asked question

Account Questions

Can I have more than one account?

Each person can only have one account per gameworld. A player who uses more than one per gameworld can be blocked/banned without notice.

How can I change the game world?

There is no possibility to change the game world you are playing on. You can only delete your current account and create a new one on the right game world.

How can I submit for Newsletters?

On the website at "My profile" you can find "Newsletter administration". You just need to click next to "I would like to receive the "Anno Online" newsletter" to activate your account. If you never verified your email address, you have to do it in advance before being able to receive the newsletter.

How do I change my email address?

On the website, go to "My Profile". There you canf ind the option "Change Data". Enter your current password and your new email address.

How do I change my email address? (Uplay)

If you want to change your email address of Uplay Anno Online Account you have to do it at the official Uplay page. Login with your data, go to profile and click on "account information". There you can change your Email which is also associated with your anno online account.

How do I change my password?

On the website, go to "My Profile". There you can find the option "Change Data". Enter your current password and your new one twice.

How do I delete my account?

On the website go to "My profile". There you can find the option "Delete Account". By entering your password a 14 day timer starts and inconvertible the account will be removed permanently after this time. Be aware, it's not possible to get the account back after deleting it.

Is it allowed to have a Steam Account and Uplay Account on the same Gameworld?

No.

Is it possible to change the avatar?

Yes, just go in-game and click on your current avatar. There you can find various options to modify your avatar.

Is it possible to rename my account?

No, that's not possible.

Game Questions

Buildings

#1 Why is it not possible to build a building as I want in the beginning?

The tutorial guides you through all important steps of the game. After you finished the tutorial, you can build everything as you want. If you are impatient, you can disable the dynamic advisor in the option menu in the right bottom corner.

 

#2 Why does my production building say it has no goods even if those are available in the storage?

You always need a connection between the production building and the warehouse. Build a road and be ware of the influence area of the production and everythig will work again.

 

#3 I can't build a stone mine? What can I do?

All mines needs to be build on deposits. They are always close to mountants and are hightlighted with a little icon.

 

#4 I can't build a hemp plantation. What can I do?

You need different kind of islands to build specific productions. In this case you need a island for hemp to build the plantation. Newport can only support apples and wheat.

 

Daily Login Bonus

#1 What is the Daily Login Bonus?

The provided Daily Login Bonus grants one bonus for logging into Anno Online every calendar day, if there are no missed out bonus(es) from the day(s) before and save bonus in the warehouse or in the inventory. The value of the granted gift depends on the amount of days in a row a player logged in. You get resource items and different premium items, e.g. Uncut Rubies.

The bonus is granted as soon as the player logs in.

 

#2 Why do i get asked to pay rubies for a lost day?

If you missed to collect the daily bonuses, you can continue from your current login day by spending rubies. Purchasing progress will grant the missed days of progress and grant the missed bonuses (max. the 6 previous bonuses) plus current day bonus. Be aware: You have to login each day. It is not a "stay online"-bonus. The server-day-change starts at 02:00AM CEST (Summer) and 01:00AM CET (Winter).

 

#3 What happens with my DLB if I take a timeout?

If you lost a day you can continue by spending rubies. Purchasing progress will grant the missed days of progress and grant the missed bonuses (max. the 6 previous bonuses) plus current day bonus. At the 7th day you will loose your progress and this is not inconvertible. 1day of missed login = 299 Rubies up to a maximum of 1794 Rubies.

How can I change the language of the game?

Once you decided on one specific language at the registration, you are not able to change the language anymore.

How can I connect to the game?

You will first need to register to the game. If you have done this already, you will then need to log-in. You will find the appropriate boxes on the top right hand corner of your screen. Please enter the email address you used for registration and the password associated to your account. Once this is done, all you need to do is to simply click on Login.

How can I earn more coins?

By building more residences and making the inhabitants happy by providing their needs you can gather more coins. If you have an attraction building you can boost your residences and earn more coins, too.

How do I chat in-game?

In the left corner you can find the chat. Click in the chat box and write your message. When you have finished writing, press "Enter" to send your message.

How do I check my road connections on the island?

In order to check the road connections on your  island please choose a road from the "Construction Menu" (house icon in the bottom right corner of the screen). Now, all of your built roads become highlighted. Green highlighted spots indicate areas where you may potentially build another road.

How do I gain ascension rights?

You can see how many residences you need in the second tab of the population menu in the right upper corner to gather more ascension rights. However, you always have to fullfill the needs of the inhabitants or build more residences.

How do I quit the game?

You can simply quit the game by closing your browser window or tab. Your progress won't get lost.

How do I save my game progress?

There is no need to save the game as it will be saved automatically.

How do I turn the sound off in-game?

In the right bottom corner you can find an "Option'-button. Just click on it and deactivate the sound.

I cannot connect to the game! What can I do?

In the first step, please check the website for further information. If there is a maintenance running or known connections issues, it will be announced on the website.

If you have another connection issue, please create a report in the forum.

I need a captain/sailor to build a new ship. Where can I find it?

You can buy all different captains in the shop for coins in the category "tavern".

I want to exchange one of my islands but I cannot abandon it. How can I solve it?

Please make sure that no trade route is still active between the island. When all ships are idling again, you are able to abandon your island and exchange it with your new one.

Monuments

#1 I've unlocked a monument from the tech tree but it's not in my inventory. Where is it?

You can find it in the construction menu.

 

#2 I build a monument but I need it on another island. What can I do?

When you demolish a completed monument you can find it in your inventory to place it on another spot or island.

 

#3 I've lost my constructor after sending him to a friend! Where is he?

Normally, your constructor just goes to your in-game mailbox. You should find him there. Be aware the notifications at the globus (center top) is not your in-game mailbox. You can find your ingame mailbox at the left side of your chatwindow (marked as a letter).

What is 'Anno Online' all about?

Anno Online is a free-to-play strategy simulation browser game that lets you build and develop big medieval cities.

 

No download is required; you can experience a complex city simulation directly in your browser!

Anno Online upholds the traditional in-depth economics that are the hallmarks of the award-winning Anno franchise, and invites players to manage cities to an extent never before seen in any browser game.

What is a Chronicle?

A Chronicle is a collection of quests following an exciting storyline. It can be played as often as you want with different endings depending on your choices.

Shop FAQ

Moneybookers

You have purchased an item via Moneybookers, but haven’t received it yet? Please start by checking your inbox (email associated to your account) You should have received an email from the Ultimate Play payment service, this email should have all the payment details and data to help us solve your issue. Please transfer this email, it will accelerate the process

You did not receive the email?
Please verify you do have a Moneybookers account. 
 
You do have a Moneybookers account?
Please login to https://www.moneybookers.com/app/login.pl?l=EN and check that your purchase was confirmed and transferred.  If your purchase was validated and you still haven’t received your item, please contact us. Provide us your email and a screenshot of your Moneybookers account.
 
You do not have a Moneybookers account but money was taken from your bank account?
Please contact Moneybookers directly. Contact Moneybookers: https://help.skrill.com/pkb_sc_ContactUs?l=en_GB

Paypal

You have purchased an item via Paypal, but haven’t received it yet?
Please start by checking your inbox (email associated to your account) You should have received a mail from the Ultimate Play payment service, this email should have all the payment details and data to help us solve your issue. Please transfer this email, it will accelerate the process.

You did not receive the mail?
Please check your Paypal account. You should find all the information we need. Send us this information via the form on the website: http://us.anno-online.com/en/help-and-support.

Paysafecard

What is Paysafecard?
Paysafecard is a prepaid card that lets you pay safely online. Payments are made without entering any personal information or bank or credit card details. The card contains a code used to retrieve resources in the game


You have purchased an item via Paysafecard, but haven’t received it yet?
Please start by checking your inbox (email associated to your account) You should have received a mail from the Ultimate Play payment service, this email should have all the payment details and data to help us solve your issue. Please transfer this email, it will accelerate the process.


You did not receive your email?
Please Log in on the Paysafecard‘s home page by using the code printed on the card . You should find all the information we need. Send us this information via the support form here: http://us.anno-online.com/en/help-and-support.

Slim Browser Version (Download)

A Chrome/Flash player plugin error message is shown after start

In case of an error message from Chrome/Flash Player plugin right after starting the application, you can manually fix the issue with the following steps:

 

1. Exit the application / make sure the game is not running
2. Go to game folder of 'Anno Online'
3. Create a sub-folder called "plugins"
4. Copy the file "pepflashplayer.dll" from your Google Chrome into this new folder
5. Edit the file "package.json" in your 'Anno Online' game folder and change the path to the plugin to: "plugins\\pepflashplayer.dll"
6. If there is no path: Please add the following to the list of "chromium-args": --ppapi-flash-path="plugins\\pepflashplayer.dll' --ppapi-flash-version=18.0.0.209

Do I need Google Chrome?

Google Chrome is not needed if Adobe Flash Player (plugin) is installed on your PC. But Google Chrome comes with its own Flash plugin. The game performance of this plugin is better than the performance of the "original" Adobe Plugin (our application is based on Chromium – which is very similar to Google Chrome). For optimal experience, we recommend to install Google Chrome.

I get this error message: "Couldn’t load plug-in"

If you get this error message, the game was unable to run your Google Chrome Flash plugin. Just open the options menu of the application on the right of the 'Anno Online' start menu and change the plugin setting to "Adobe Flash Player plugin".

System Requirements

Minimum System requirements:

 

OS: Windows XP SP3 or higher
Processor: 2 GHz Dual Core or higher
Memory: 2 GB RAM or higher
Graphics: Hardware Accelerated Graphics
Storage: 200 MB available space
Permanent internet connection required

Why do I need a Flash Player plugin?

'Anno Online' is a browser game, based on Flash.
Therefore a Flash plugin is needed to run the game.

Support Questions

How can I contact support?

Above you can find a contact form that you can use to get in touch with our Customer Support team. Simply choose the most fitting category for your question, add a proper subject line and provide us with a detailed inquiry. Our Customer Support team will get back to you as soon as possible.

How is it possible to activate the full contact form?

The full selection of categories is available to you as soon as you have made a purchase of rubies in the shop.

How much will I have to spent in order to have access to all support categories?

A single purchase of rubies will allow you full access to all support categories, regardless of which ruby package has been bought.

I bought rubies, but I still don't have the full contact form.

In this case, please contact the Community Management Team in the official forum. Write a PM and explain the situation. They will investigate together with the customer support.

I can only see 3 categories. Can I contact you for other topics, too?

The full selection of Customer Support categories is available to players that have purchased rubies in the shop. Players that are playing for free can contact Customer Support for harassment issues, payment issues or privacy matters only. Their selection of Customer Support categories is limited to the corresponding Customer Support categories.

Is it possible to activate the full contact form with using a voucher code?

Only vouchers from Paysafe cards (Epay and Incomm) will activate the contact form.

Technical Questions

How can I report an in-game issue/problem?

In order to report a problem that you have experienced in the game pleasego to the forum. Maybe you can find the issue already reported and you can give your input. If you don't find anything you can make a new report. Please provide as many details as you have.

How can I update Flash-Player?

Please check on the official Adobe Flash Player page.

I get the error message "Locked Zone". What can I do?

You can find a guide and explanation of this error messge in the offical forum.

I only see a white page after going in the game. What happened?

It is possible that you may have to clear the cache and delete cookies. Once you do it please restart your browser. 

 

You could also have a "No script - plug-in" content installed on your browser. In this case we would like to suggest you to remove it from your browser for better performance.

Where can I find information on my browser and my operating system?

Depending on the browser you use you can find the information about its version by checking:

Firefox: Help tab => Firefox program

Internet Explorer: Help tab => Internet

Chrome: Options => About Google Chrome

 

In order to find information regarding your operating system please check:

Windows: “dxdiag” program in your search menu.

Mac: click on the Apple symbol in the upper left corner => click on the “MAC” tab.

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