Dear Community,

Starting 01/07/2021, BANDAI NAMCO Ent. Europe forums will close their doors.

You can find here a list of local communitites and Social Media channels to continue discussions.

For Customer Service inquiries, you can still reach

Thanks !

Customer Service: Help and Support

Tue 05/02/2019 - 09:38

Hi everyone!


The Customer Service team is available to answer any and all questions you may have.

Have you thought about reading our FAQs and our support page? If not, check out:!


See you soon!

2 years 4 months ago

I cant seem to get the POV Hat working on the Thrustmaster T.Flight Hotas One with Xbox One version of Ace Combat 7: Skies unknown.
I bought this product because it is specifically recommended to play with this game and Namco have a special setting for it.
Now POV hat doesnt seem to work.  
I have looked at the controller settings and i have the switch set to XBOX not PC
I have loaded drivers on Window 7 and the POV hat works ok with the switch set to PC so mechanically it is good
What could be the problem in the game?

Customer Service
Meto CS
2 years 4 months ago

Hello, Sarah,

Thank you for writing in the forums!


Worry not, the POV Hat button has no use in-game. You can only use in the game menu to switch between different selections, but while you are flying your plane, this button has no use. If you want to change your camera view, you can press the action button L2 and move the movement controller to look around.


Hope this helps! =)

2 years 4 months ago


i pre-ordered the jump force premium edition for pc and i received my code on the 15th for the download , still waiting for my package to be delievered, and when i tried to activate it 2 days later  on STEAM it said the code was a duplicated one and i should contact the retailer.

Customer Service
Andy CS
2 years 4 months ago


If you got the game from our website, please open a ticket so we can follow through on the code!

2 years 3 months ago

Hello, I have a problem with my Shinobi striker game, as soon as I press play, I get a error message saying "game data could not be downloaded Please wait a bit and try again" and I can't play, please help me


 Hello! We are saddened to hear that you are having issues with Naruto to Boruto Shinobi Striker. We'd really  love to assist you and investigate this in the best way possible. For this specific case however we strongly invite you to open a ticket with our customer support service. This way will be able to give all the attentions due =)

2 years 3 months ago

Hello, I bought the game in a retail store, began to erase the protective layer and accidentally erased the code, at the moment it is not readable, please help solve the problem. I confirm that I bought the game


Hello Shustry,

We're sorry to hear about that :/ Please get in touch with our team and provide us with your proof of purchase and a photo of the damaged code. We'll gladly assist you. 

2 years 3 months ago


I bought Dark Souls: Prepare to Die edition in retail 7 years ago, and recently dusted it off thinking I'd play it again, what with the Daughters of Ash mod being hyped and all.

But it would seem that since Games for Windows Live went kaputt, I'm stuck with a piece of plastic I can't even install.

After searching the internet for a solution, I should *apparently* be able to just type in my retail key into steam and get on that platform, but typing in the key ends up with "Duplicate key"-error, and I'm 100% sure I don't own it on steam.

What do I do?

The real kicker here is that I can't dig up my digital receipt since the email provider went belly-up three years ago. 

2 years 3 months ago

hi panda here

im try to find the (digimon hackers memory dlc sistermon) and i cant find it any where can you pls help me becuse it dosent feel like a full game with out it by the way it on disc 

 Hey, Panda,

Currently the Sistermon DLC for Hacker's Memory is not available in the EU Region and for this reason you are not able to find it.

We don't have any additional information about this situation, but I can suggest to you to get our other free Hacker's Memory DLC, which is available via THIS LINK.


Hope this helps!

Александр Сердюк
2 years 2 months ago

Sorry in advance, I write this message with the help of an online translator, as I do not know English. For this reason, I may even be writing this message in the wrong place.
In General, I am now going through Dark Souls 3 for the third time. For all the way for of the Pope I saw the sign call only 1 time, and the invasion happened to me only twice. I still saw the blood and the message. It looked as if I was banned, but no relevant messages about it, I did not see, even switching the language of the game in English. For two DAYS running around between the fire of the Pontiff and Aldric to me invaded only 1 time. I tried to connect to a friend but even with the same passwords he didn't see my sign though he used coal and the boss was alive.
Is worth say, that in the past(more two years) I tried to help friend who pass first boss in the FIRST parts of Dark souls. I logged in from her account and killed him, and when I returned to my account, her level 1 hero was left instead of my three heroes of 100 or more levels.
I'm willing to accept the fact that I was banned for this, but everything described seems to have been so long ago.
With that incident I was in the three part of Dark souls online and was OK.
No messages, that I banned, I repeat, not was and there is no. I never disconnected from the game during battles with players, was not rude, did not touch various topics that can not be discussed. 
Just recently, my computer was completely cleaned. All the characters have been removed. I created a new one. There were no violations, but suddenly removing the characters in this way is considered an intervention in the game files?
How can I check if my account is banned or not? This suspense will drive me crazy.
Thank you in advance, if you help me, I will be happy.

Maybe the problem is that I play through family access, but it was before. Until recently, everything was fine.

Japanese game
2 years 2 months ago

Hi I am big Aikatsu fan and I want to known if in future will be Aikatsu all star game on Nintendo Switch

that features all Aikatsu song and characters and cards from that series and so Aikatsu Stars series 

and Aikatsu friends seires 

i just want Kown if you are because fan want  

 Hello, Alexander,

Thank you for wiring to us. Outside of a connection problem, there are a number of reasons, that you may not see summons signs:

- First possibility is that you have already beaten the boss, which deactivates all summon signs in the area
- If you have gone hollow you can't summon
- Some areas have summoning disabled - please try at a different location
- Make sure that your multiplayer connection is not region restricted. You can edit this from the in-game options menu

If nothing works, do not hesitate to write to us directly. You can contact us via THIS LINK.

 Hello! =)

We are glad to hear that you are a fan of Aikatsu and that you want to play this game on Nintendo Switch.

Currently we have no official information about a planned Aikatsu game for Nintendo Switch. However, I am sure that our developers will definitely think over making such a game. You can follow our upcoming games through our calendar HERE.


Hope this helps!

2 years 2 months ago

Hi Customer Service.

I went onto the Playstation Store in Australia to look up the Tales of Xillia 2 DLC to see how much it would cost to get it all. however i only find Tales of Xillia 1. i have also checked the UK Version of the Playstation Store and Tales of Xillia 2 is missing from there aswell. i do recall seeing it on the Australian Store when i first brought the Game (Physically) and I know there is DLC for it because the US Playstation Store has it.

I am wondering where is Tales of Xillia 2 on the Playstation Store of the UK and Australia? is it being missing just a bug/error or was it removed on purpose? if it was removed can those of us who have UK/Aus Games and PSN Accounts still get the DLC somehow?

2 years 2 months ago

Hello I have bought the Physical edition of Super Dragon Ball Heroes World Mission..
I did get the 5 cards for the DBS Card game but I am still not sure how to get the Power Pack DLC since there isn't a code for it in the box.
How do I get the DLC??


Hi GlennShiraishi! Thanks four your purchase =) We'll be more than happy to help you out! To do so, we invite you to open a ticket with our customer support, providing a proof of purchase. A member of our team will happily assist you =) 

2 years 1 month ago

Hello,i have a problem with Dark Souls 3

Aparently i got "Penalyzed" and i really don't know why,i just used to invade poeple in Anor Londo or do some duels.

I don't play DS3 in like a month or something like that,can i do something to recover my online access?

I have the Steam copy of DS3,here's my profile :




2 years 1 month ago

Soulcalibur VI Season pass
I wanted to purchase it and it states Content 5, however there are only 4 listed.

DLC 1 Tira 4,99€
DLC 2 2B 5,99€
DLC 3 clothing 5,99€
DLC 4 Amy 5,99€
DLC 5 ??



Hello akx964,

The fifth character for the SoulCalibur 6 Season Pass hasn't been announced yet. You can still purchase the season pass now and get the available characters right now + the future one when it's released.


Asier Garcia
2 years 1 month ago

Hello, in mu phone, the dokkan battle dont load the game so I instales again and nos I lose my account i dont remember what was the device transfer code and my id please help

2 years 1 month ago

Could you please tell me where I can find the link of " Customer Support " or the real " Customer Service "? The FAQ says that I can " contact Customer Service and they will assist you further ". However, when I click "contact us" it is just an email request rather than the online customer service.

2 years 1 month ago

 hola tengo un problema y es que acabo de comprar el SAO:HR para steam gracias a la oferta del golden weak y ya pase el primer jefe pero el problema es que cuando quiero jugar mutiplayer me dice que el sofword no esta actualizado y tengo la vercion 1.0.0 !!!AYUDA¡¡¡ Me mandaron de twitter y FB

Hanane Amrani
2 years 1 month ago



I cannot appear to get the POV Hat taking a shot at the Thrustmaster T.Flight Hotas One with Xbox One adaptation of Ace Combat 7: Skies obscure. 

I purchased this item since it is explicitly prescribed to play with this amusement and Namco have a unique setting for it. 

Presently POV cap doesnt appear to work. 

I have taken a gander at the controller settings and I have the change set to XBOX not PC 

I have stacked drivers on Window 7 and the POV cap works alright with the change set to PC so precisely it is great 

What could be the issue in the amusement? 

Much appreciated 

2 years 1 month ago

I've been wanting to play Dark Souls 3 with some friends, but whenever I log in I get the "you have been penalized" notification. Is there any way to get someone to check over my account and try to clear this up?

toucha toucha
2 years 1 month ago

  love to assist you and investigate this in the best way possible. 


2 years 1 month ago

 hi , i want to get the free dlc and swap my points on the epic store but i got logout every times i enter the page (is that normal?)and when i try to reconnect i get an error 404. i had used the store before like 1 or 2 years ago and it worked fine but not today. i just bought jump force , ni no kuni II ,tales of vesperia and god eater 3, i really want these dlc .

someone can help me to solve this problem thank.


 Hello Paavalen!

I am very sorry to hear you have encountered this problem.

You can contact our costumer service using the form below, we will do our best to help you.

Do not forget to attach a picture of the error 404 and include your epic user name :)

Hope to read you soon!

Micah Zirkelbach
2 years ago

 Hey, so I was playing Dark Souls 3 about 7-8 months ago when all of a sudden I was banned without any reason I could think of with the "You have been penalized" message. I searched around online and found that many people had similar problems so I deleted my save data, agreed to the EULA again and then started playing for a couple of days afterwards thinking that the ban would go away. Obviously it didn't. I was wondering if I could at least get a reason somewhere for my banning and possibly look at getting it lifted? I want to continue playing with people I know, but obviously I can't without online interaction. Thanks in advance!

 Hello Micah,

If you want to get the details for your Dark Souls ban and if you want to apply for an unban, you must contact us directly via e-mail. You can reach out to us via the following link:

One of our customer support colleagues will gladly give you the details for the suspension and help you to get your account unbanned, if you fulfill all requirements

Lochlin Kelly
2 years ago

 SAO Fatal Bullet: Dissonance of the nexus expansion

I have just got the expansion and noticed that the cait sith outfit is not in the game even though it says on the ps4 description of the dlc that it includes Sinons ALO outfit. If I could get a quick response to this it would be great because i did spend money on this expansion

Hello, Lochlin,

You can get the Sinons ALO outfit for free on our EP!C Website. Just follow the link HERE.


Hope this helps! =)

2 years ago

hi i was just wandering if i can use the photos i have made on Dragon ball Xenoverse 2 photo mode for my website web design assessment the website wont be up for long just asking if i can use the photos or not.

Hello takeo1710! Thanks for your question! You can surely upload the photo you have taken through he game, as this is usually "tolerated" by the company policy. Please only be advised that the use of copyrighted material has to remain "non commercial". =)

Антон Сиволобов
2 years ago

 Hi, I received Code Vein Network test key for PS4 but i can't activate it. When i try i always get "Key is incorrect" error message.(PSN Error code WC-40376-0)

Hello Anton! Thanks for your interest in the NET test for Code Vein, I am saddened to hear the your code is not working! In this case we strongly encourage you to get in touch with our customer support. Follow this link and open a ticket, a member of our team will answer you as soon as possible =)

Emil Happy
2 years ago

 Code Vein Network Test Code dosen't work :/

Abdulmohsen a …
2 years ago


i have problem with contact to customer support,

i send a question and they answer me how can I answer back?? from where??


becouse i try to answer by email but I got a directed email say :



To contact customer support, please use the form in the link below: 

A member of our team will assist you as soon as one is available.

Customer Service Team





Hello Emil! I am saddened that you are having issues with your code. We will be happy to help you out, please follow this link and get in touch with our customer service. Our team is there to help =) 

Hello Abdulmohsen, we have really appreciated that you took the time to share your concern. After you have received an answer from our customer service, you'll only have to answer to the same like in a regular mail =) Please let us know however if you still are having issues, we will try to reach out to you =) 

Abdulmohsen a …
2 years ago

 and who i was talking to send me email  again



Image removed.



and he looks like did't see or receivers the email i send

Hi Abdulmohsen! It is really odd that you have received that kind of mail. We will surely double check the system, in the meantime, have you already tried to contact us with another email address? You can also write your email here, we will try to reach you from our side =) 

Thanks for replying Abdulmohsen =) I have forwarded your email to our customer support team. They will surely try to reach out to you as soon as they can. Please let's keep in touch, and if you still have problems with that let me know =) 

2 years ago

Hello I was just wondering if there was a way to register digital copies of games for points?