Lost Your Access Code? How to Get It Back

The delivery email has one job: to carry the code. It sits in a black block at the top, before the invoice lines, in the form BW-XXXX-XXX, with a link to the case file portal underneath. The subject line names the product. Search your mailbox for the product title or for the letters BW followed by a dash. Check the spam folder and, if you use a corporate address, the quarantine of your mail gateway: the email carries no attachment, but some filters distrust any new sender. The code is not shown anywhere else, not on the confirmation page and not on the portal itself, by design.

The portal has a page for exactly this: lost code. You enter the email address used at checkout, and the code is sent to that address again. The response is the same whether or not the address bought anything, so nobody can use the page to test which emails are customers. If you bought two products, the message lists both codes. Wait a minute, check spam, and try once more with the exact spelling of the address you typed at checkout: the page sends to the address of the order, not to any address you enter.

Then the email went to an address that does not exist, or to someone else, and the lost code page cannot reach you. Write to us with the name on the order, the product, the date and the amount paid, and the address you meant to use. We check the order on the payment side and send the code to the right address by hand. The address for support is on the site, at the foot of every page. Do not post your code anywhere public: it opens your file for a week from its first use.

The code waits indefinitely before its first use, so an unused code never expires. Once it has been used, it stays valid one week from that first opening, for the page, the download and the answers together. After that, the portal answers that the code has expired, which is different from an unknown code. If your party slipped past the week, write to us with the order details. A customer who paid is never kept from their file; the week exists to stop codes from circulating, not to punish a postponed dinner.

Three habits. Star or flag the delivery email the day it arrives. Copy the code into the notes of your phone, since it is meant to be read aloud and typed at the table. And download the PDF as soon as the code is used, then keep the file: the license lets you reprint it for other private games, and the PDF does not expire with the code. The printable murder mystery kit page explains the whole flow, from checkout to the table.