Help

Support

We take every request through the form on this page and reply to the e-mail you give, usually within two working days. You can write in English or Russian. Check the common questions first: the answer may already be there.

Report a bug Report a player Request a key Delete my data

Common questions

Where do I get the game and what does it cost?

Ketchup Strike is free and comes out in Early Access on Steam: the game's page. While Valve reviews the page it may not open yet; in the meantime you can request an Early Access key.

The game does not start or crashes

Update your graphics driver: the game needs DirectX 12 and 64-bit Windows 10/11.
In Steam: right-click the game → Properties → Installed Files → Verify integrity of game files.
Still crashing? Write to us (topic “Bug or crash”): what you were doing, your graphics card and CPU. If the folder %LOCALAPPDATA%\KetchupStrike\Saved\Crashes exists, add a link to an archive of its newest folder (Google Drive, Dropbox and the like).

It says my account signed in on another device

One Steam account plays Siege from one device at a time: this keeps ranked accounts from being shared. Close the game on the other PC or Steam Deck and sign in again. If you do not play anywhere else, write to us (topic “Account and progress”).

Ranked does not let me in / “Steam check failed”

Ranked matches and progress need the Steam client running with the account that owns the game. Restart Steam, then the game. Bot matches and your own servers work without our service.

My progress, level or tokens are gone

Siege progress lives on our server and is tied to your SteamID, not your PC. Check that you are signed in to the same Steam account. If it is the same and the progress is gone, write to us with a link to your Steam profile.

Steam Deck and gamepads

The game runs on Steam Deck through Proton and every match action is on the gamepad (Xbox layout); the HUD prompts switch by themselves. Menus are easier with the touchscreen or trackpad for now.

Lag or high ping

Siege matches are hosted by one of the players, so ping depends on their connection. The game picks the host with the best connection. If the whole team keeps lagging, write to us with the rough time of the match.

I met a cheater, a toxic player or a fixed match

Pick “Player report or ban” in the form and give the nickname, the offender's Steam profile, the match time and a video link if you have one. What counts as a violation is in the code of conduct.

I was banned. How do I appeal?

Through the form, topic “Player report or ban”: give your Steam profile and explain what happened. A person reviews the decision and replies by e-mail.

Will there be English?

The interface and voice-over are Russian for now. English localisation is planned during Early Access.

How do I delete my account and stats?

See Data deletion.

Contact support

Topic

Your name E-mail for the reply

Steam profile or SteamID64 For example https://steamcommunity.com/id/… — required for account, ban, data deletion and key requests.

Key request The key is for a Where did you hear about the game? Your channel or outlet For streamers and press: where the stream or review will appear.

Message What happened, when, on which map or in which mode. Links to screenshots and videos go here too.

Early Access keys

While Valve reviews the Steam page, a key is the way in. We have few keys, so:

one key per person, for your own Steam account only; reselling or giving keys away is not allowed;
streamers and press come first if you give your channel or outlet;
the key arrives at the e-mail from your request, with short instructions to activate it in Steam.

If you want to write more, here is what helps:

Steam nickname: … Profile: https://steamcommunity.com/id/… The key is for a: player / streamer / journalist / tester Where I heard about the game: … Channel or outlet: … What I usually play: …