FAQ: On the Underground: London / Berlin
For the most up-to-date information about the status of our project, check our project updates on Kickstarter!

I have a problem with my Kickstarter pledge, the Backerkit platform, or the game itself. How do I contact you?

Please send all questions via the KS messaging system:

https://www.kickstarter.com/projects/ludicreations/on-the-underground-london-berlin/messages/new?message%5Bto%5D=ludicreations

We can not deal with individual issues through the KS comments, as they are easily buried under other comments, and we can not ask you for your personal information in a public forum. In addition we are not able to track the progress of your enquiry.

Sending the same message via many different methods like our home page, Facebook page, BGG profile, etc. only creates confusion. Please just send us one message, via the KS messaging system.

Last updated: June 29, 2019 12:23

I want to back the game, but my country does not appear when I click on the pledge levels. How do I support the game?

Unfortunately, due to many reasons - mainly logistics - we are not able to send games outside of these territories. There are some services that allow you to have a mailbox in the USA and Europe, which can be a way to receive the game.

Last updated: June 29, 2019 12:23

Will the game be available in other languages?

On the Underground gameplay is completely language-independent.

The game will definitely contain printed rulebooks in English and German.

Printed and/or digital rulebooks in other languages are under consideration, and any news will be announced through backer updates. Back at the $1 pledge level to stay informed.

Last updated: June 29, 2019 12:23

I would like to support the game, but I am not able to right now. Can I do it later?

Yes. There will be a pre-order period. Back the campaign at the $1 pledge level, and you will be kept informed.

Last updated: June 29, 2019 12:23

Is there an opportunity for retailers to pledge for the game?

Yes. Please read the "Retailers" section of the campaign page.

Last updated: June 29, 2019 12:23

Can I organize a group buy?

We are already subsidizing shipping costs enough that a group buy would not save money. In addition a bigger package would also be more easily damaged, and in cases outside of the EU or USA, attract the attention of customs officials. You may add-on more copies of the game in your Backerkit pledge, but they will all come in separate packages. You could potentially ask your local (physical) store to make a retail pledge, but those games would cost money to ship as well.

Last updated: June 30, 2019 04:33

Shipping Updates
For the most up-to-date information about the status of our project, check our project updates on Kickstarter!
No shipping updates are provided.
BackerKit FAQ

What is BackerKit?

BackerKit is a service that crowdfunded project creators use to keep track of hundreds to tens of thousands of backers—from shipping details, pledge levels, preferences and quantities, whether they have paid or had their card declined, special notes, and everything in between!

The BackerKit software and support team is independent from the campaign’s project team—BackerKit does not handle the actual reward shipping. For more information about the preparation or delivery status of your rewards, please check the project's updates page.

How does BackerKit work?

After the campaign ends, the project creator will send you an email with a unique link to your survey. You can check out a walkthrough of the process here.

I never received my invitation. How do I complete the survey?

The most common reasons for not receiving a survey email is that you may be checking an email inbox different from the email address you used to sign up with Kickstarter, Indiegogo or Tilt Pro account, or it may be caught in your spam filter.

Confirm that the email address you are searching matches the email address tied to your Kickstarter, Indiegogo, or Tilt Pro account. If that doesn’t work, then try checking your spam, junk or promotions folders. You can also search for "backerkit” in your inbox.

To resend the survey to yourself, visit the project page and input the email address associated with your Kickstarter, Indiegogo or Tilt Pro account.

How do I update my shipping address?

BackerKit allows you to update your shipping address until the shipping addresses are locked by the project creator. To update your address, go back to your BackerKit survey by inputting your email here.

When will my order be shipped, charged or locked?

That is handled directly by the project creator. BackerKit functions independently of the project itself, so we do not have control of their physical shipping timeline. If you want to check on the project’s status, we recommend reading over the project's updates page.

I completed the survey, but haven't received my rewards yet. When will they arrive?

As BackerKit does not actually handle any rewards or shipping, the best way to stay updated on the shipping timeline would be to check out the project's updates page.

Backer Accounts

I’m having password trouble! - I can’t remember my password!

When you reset your password, you may need to clear your cache and temporary browsing history so that your old password is removed from your saved passwords. Next, use this link to reset your password: https://on-the-underground.backerkit.com/backer_accounts/password/new.

I’m having password trouble! - I’ve reset my password but it still doesn’t work!

You may not have an account. You can create an account by clicking the account confirmation link in any survey you have. You can also get started with signing up for a BackerKit account at: https://on-the-underground.backerkit.com/backer_accounts/sign_up.

If you have created an account and have gone through the previous steps, but are still having trouble, please reach out to us via the contact form. Let us know any important details (browser type, mobile device or computer, OS, etc).

Do I need a BackerKit account to fill out/receive my survey?

You do not need a BackerKit account to access your surveys through BackerKit BackerKit accounts help to manage and keep track of surveys and are especially helpful for folks who have backed multiple projects.

Do I have an account?

Account recovery here: https://on-the-underground.backerkit.com/backer_accounts/sign_in

You may or may not have an account set up, but you can access the Account Request Confirmation from the bottom of the confirmation page of any of your surveys.

How do I update my email address in my backer account?

Contact BackerKit support by signing in to your BackerKit account, and then clicking on “Need Help?” in the top right side of the page! We will ask you to verify that you are the account holder; and to provide the new email address to which you would like to update your account. You can verify by your ownership of your backer account by either of the following methods:

* Sending us an email from the old email address, specifying the new email address for your backer account.

* Sending us a screenshot of your original pledge that shows your backer number on Kickstarter (or Indiegogo, etc).

How do I delete my backer account?

While signed in to your BackerKit account, click on “Need Help?” on the top right side of the page.

If you delete your account, you will still be able to access your surveys in the future -- no account needed.

What is a backer account?

BackerKit is a service that crowdfunded project creators use to keep track of hundreds to tens of thousands of backers—from shipping details, pledge levels, preferences and quantities, whether they have paid or had their card declined, special notes, and everything in between!

The BackerKit software and support team is independent from the campaign’s project team-BackerKit does not handle the actual reward shipping. For more information about the preparation or delivery status of your rewards, please check the project's updates page.

A backer account helps backers (like you!) to keep their surveys organized. Oftentimes, people who support projects that use crowdfunding support multiple projects across crowdfunding platforms. Any project that uses BackerKit will appear in your BackerKit account, and will allow you to help keep track of updates such as address, items, timelines, support, etc.

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