You just got home clutching your hot new copy of THIEF in your greedy paws, lights are dimmed, snacks are on hand, you're all ready to play and... GRAR. Technical problem. Nothing more frustrating. But there's help! We'll be compiling known issues and solutions and updating this page regularly to make sure your thieving goes as smoothly as possible.
First, if you're looking for basic information such as control layouts, you should have a look at the game manual. Download the PDF for the version/language of your choice below:
If you need help running the PC version of the game, please have a look at this helpful troubleshooting guide provided by the folks at Nixxes. Among other steps, they recommend upgrading your graphics card drivers, which you should definitely do before you start the game. If you're still experiencing stuttering or other graphics-related issues, you should try lowering the display settings and disabling some bells and whistles, starting with vsync.
If the actions recommended by Nixxes do not resolve your issues, feel free to post on the Technical Support forum. Even though we can't respond to all requests on an individual basis, the issues are being reported to devs and QA and solutions will be communicated whenever possible. You may also find assistance from other helpful members! Be sure to include the following information in your report to help us figure it out:
• Your system specs (CPU, GPU, RAM, OS).
• GPU driver version used. If you have multiple GPUs (for example in a laptop) please provide information for both.
• The game logs some information in a file called Thief.log in a Thief folder of the Documents folder on your PC. Please provide the contents of this file.
• When the game crashes crash information is left behind in this same Thief folder. Please provide the dumps for the time/date at which you had the problem you are trying to resolve.
• Please provide clear information on what exactly happens when trying to play the game on your machine. Do you manage to get into the launcher or does it already happen before that? Does the game always crash at a specific point in the game, or randomly after a certain time? The more details you provide on the specific problem you are experiencing, the easier it will be for us to troubleshoot.
Now for some Frequently Asked Questions...
MASTER THIEF EDITION
I bought the Master Thief Edition; how do I redeem all my digital goodies?
Booster pack: accessible in-game upon game installation.
Artbook: accessible from the game’s startup launcher.
Digital soundtrack: you will receive a unique serialised key at launch via the Steam in-client menu to unlock your copy of the digital soundtrack. Redeem your key here. The track list will be accessible from the game’s startup launcher under the Extras button.
Comic book: you should receive two unique serialised keys at launch via the Steam in-client menu for the comic book. Go to the Dark Horse site to redeem them. Sign in, or if you don’t have a Dark Horse Digital account, please create one.
Bank Heist mission: the Bank Heist is accessible in game. The Stonemarket First Bank will appear on your map, just walk up to it and start robbing!
I got the game for free through the AMD Never Settle promotion; do I get the Bank Heist/Master Thief Edition?
Unfortunately not. The Bank Heist was offered as a preorder incentive and the AMD promotion, while awesome, does not qualify as a preorder.
Why does the soundtrack only include 10 tracks?
The Digital Soundtrack offered in the Master Thief Edition is a selection of the best tracks from the OST. A more complete Director's Cut of the soundtrack is available for purchase on CD or digital download through our partner Sumthing right here.
According to the countdown, the game should be unlocked now but it isn't. Why?
The game has been released in the US on February 25, and it will be unlocked in Australia on the 27 and worldwide on the 28. It should unlock at midnight on your release day, but we have seen it take up to 3 hours for it to unlock for everyone. It may also take a little while for the game to appear in your profile. We appreciate your patience!
I can't play because it says my game is region-locked. What's going on?
Territory locks are in place in certain countries in order to prevent scams, such as fly-by-night online key stores. If you have purchased a key and are unable to play because of a region lock, that is most probably why. You should only purchase the game through Steam or other reputable retailers in your own country.
How do I get my TF2/DOTA2 items?
You only have to start the game and the items will appear in your inventory.
I see three apps on the Google Play Store; which one should I download?
THIEF Companion Free is, as the name implies, the free version of the app. It includes all the videos, screenshots, concept art and character bios, however it does not give you access to your in-game stats or any of the exclusive content provided by our partners, such as the art book or comic.
THIEF Companion Promo should only be downloaded if you have preordered the game at GameStop (or other partner retailers worldwide). You will have received a promotional code which will enable you to unlock all the advanced features of the app.
If you did not preorder through GameStop, you can still get all the exclusive content and features by purchasing the THIEF Companion Full version for $2.99 / €2.69 / £1.99.
What about iOS devices?
The exclusive preorder offer is only dedicated to Android devices (*system 2.3 or above). However, you can still download the THIEF Companion Free for iOS, and the full version will soon be available for sale on the Apple Store.
Why didn't I get the free app upgrade when I preordered?
Because it was an exclusive promotion. The Companion app was only offered as a preorder incentive by GameStop and other retailers around the world.
How do I redeem my code for my free upgrade?
First, if that's not already done, please create a Square-Enix Members account. Now! When you preordered from GameStop (or other retailers around the world), you should have received a code on your receipt or by email. Follow this link and enter that code. You will be redirected to a page where you can download the THIEF Companion Promo app along with the OST. Once you download, install and launch the app, you will be asked to log in to your Square Enix Members profile. Once that's done, you should be good to go!
The registration page doesn't work; is it down?
Some users have had issues following the registration link in the app. If that's the case, please click this link and follow the instructions to enter your code.
Why isn't the app showing me my stats and progress in the game?
Aside from registering the app, you also have to register your copy of THIEF on your Square Enix Members profile so it can access your stats and display them in the app. Enter the code from the manual or the leaflet that came with your game here. If you're playing on Steam, be sure to link your Steam account to your Square Enix Members account.
If all else fails, head over to the Square Enix Support Center to consult the knowledge base or ask your question using the contact form.