Customer Support

In our Frequently Asked Questions we answer the questions that reach us the most. Very often you will find a solution to your issue by reading this FAQ. Simply select the category your question falls under and look for an answer.

If you cannot find an answer in this FAQ, you can contact us directly with the form found in the last entry. Please enter a valid email address, so we can reach you with our answer! Please include your player name in your initial message if applicable.

What platform can you play EMERGENCY on?

EMERGENCY is playable on Steam for Windows and Mac. Other platforms are planned for a later date. Playing on Steam Deck is possible, but we don’t support it.

Why is EMERGENCY a Free-to-Play game?

Making EMERGENCY Free-to-Play gives us a chance to keep developing the game after release, so we can provide you with content for many years to come. As an online multiplayer game, we also rely on having a big and active player base. With a free game a lot more players are likely to give the game a try and join the fun.

Do I have to spend money in the game to play properly?

No, you can play just fine without spending any money. There will be no units behind paywalls or anything like that. Our in-app purchases are limited to cosmetic items like skins, as well as boosters and consumables, that give your team advantages in the fight against chaos.

Is there a Discord server for the game?

Yes, you can join the EMERGENCY Discord server using this link:

Is there a roadmap?

A roadmap can be found here. The roadmap will give you an idea of where the game is headed but may be subject to change at any time. The roadmap will be continuously updated as we go along.

Does the game have co-op or online gameplay? Can I play offline?

EMERGENCY is an online co-op game you can play with players from all over the world. You can also play in single-player mode, but you do need to be online to play as you need access to our servers.

Will there be a campaign?

A campaign with story mode is currently not included.

What units are there?

The following units are currently included in the game:

Fire department

  • Fire truck - Firefighters
  • Water tender
  • Ladder truck

Medical department

  • Medical Vehicle - Doctor
  • Ambulance - Paramedic

Police department

  • Police car - Police officers
  • SWAT truck - SWAT officers

Technical department

  • Engineer car - Engineer
  • Heavy crane

More units will be added with future updates.

Where does EMERGENCY fit into the series?

EMERGENCY is a new chapter in the EMERGENCY series.

Fans of previous titles will recognize a lot of stuff from the classic games. However, they will also notice that we have a completely new gameplay system, especially with the focus on the co-op multiplayer aspect. The game will be a fast-paced real-time strategy game all about teamwork and collaboration.

As a PC title, EMERGENCY will be more complex than our mobile game EMERGENCY HQ, which is a more casual version of the strategy game.

Will there be modding support?

Since EMERGENCY is not a direct continuation of the classic series, we unfortunately cannot offer modding support. The good news for the modding community, however, is that the servers for EM4 and EM5 will continue to run, thus ensuring the continued operation of the many creative mods.

And even though EMERGENCY will explore new avenues, we hope that fans of the classic series will continue to support us with their constructive feedback to improve and expand the new EMERGENCY.

How can I play with friends?

You can play with any Steam friends who also own the game. Either click on the “+” icon next to your player avatar to invite your friends to your squad via the invite list or use the chat and friends list in the bottom left corner of the operation map. The in-game friends list mirrors your Steam friend list. If any of your Steam friends don’t show up in the list, check your friends list privacy setting in Steam and ask your friends to do the same.

My game crashes when I try to start it or frequently crashes while playing

Here are a few tips if EMERGENCY doesn't run or runs instable for you, based on what we saw in received crash dumps:

  • Verify your Steam installation of EMERGENCY: A corrupt installation can cause random crashes. The game will inform you if a corrupt installation has been detected, except it's really bad corrupted.
  • Ensure your system meets the minimum hardware requirements listed at the bottom of the EMERGENCY Steam store page. We especially do not support hardware that is no longer supported by the manufacturer itself.
  • Update your graphics driver: We're using Unreal Engine 5 and outdated GPU drivers can cause incompatibilities.
  • Third party software like video capturing or optimization tools might interfere with EMERGENCY. Try disabling them.
  • If you have multiple graphic cards inside your system, check in the settings under video whether or not the correct graphics adapter is used.
  • Ensure your operation system is up to date. We do not support out-of-date operation systems which are no longer supported by the manufacturer itself. For example, even if you have Windows 10, an older version which is no longer supported by Microsoft might cause problems.
  • If nothing else helps, try starting EMERGENCY with the "EMERGENCY DirectX 11" launch option. This way players who are unable to use DirectX 12 have an alternative.

My graphics look broken (yellowish, blurred, etc.)

EMERGENCY does not support integrated graphics cards. The game will inform you if an integrated graphics card has been detected.

Ensure your system meets the minimum hardware requirements listed at the bottom of the EMERGENCY Steam store page.

You can try using the DirextX11 launch option by right clicking on EMERGENCY in you Library > Properties > General > Launch Options > Play EMERGENCY DirectX 11.

I would like to reset my progress, is there a way to do this?

Currently there is no way for you to start from the beginning or replay the tutorial. The only option would be to install the game on a separate Steam account. If you have a specific reason for requiring to start over, please contact our support at [email protected].

My game settings are reset after restarting the game

Please delete the folder under “C:\Users\<user>\AppData\Local\EMERGENCY” and restart the game.

I think I’ve found a bug, where can I report it?

You can best report bugs on Discord here:

If you don’t want to use Discord, you can also write us an E- mail at [email protected] or use the support form on this website.

Where can I find my logs?

Your logs are saved under “C:\Users\\AppData\Local\EMERGENCY\Saved\Logs”. If you want to send us logs as part of a bug report, please zip all the files in the folder.

For Mac: Your logs are saved under “/Users//Library/Logs/EMERGENCY”. To find the folder go to Steam Library -> EMERGENCY -> right click -> Manage -> "Browse local files" -> "_OpenLogs.command"

"Unable to Initialize Steam API" / "You appear to be offline"

If you can't start the game and the message "Unable to Initialize Steam API" / "You appear to be offline" keeps showing up, try the following steps:

  1. Exit Steam
  2. Right-click on Steam and launch Steam as administrator, confirm "Yes"
  3. Launch the game

Other issues