Frequently Asked Questions

How can I download a building? Download from the Townbuilder ( File > Download ) or from your saved buildings in your profile. The building is added to the download queue in the top bar. When the export finishes, the zip file downloads automatically. If you want a building from the building library , use Download on the card when you own the required packs. To customize it first, click Edit , save a copy to your account, then download it from Townbuilder or your saved buildings like any other building.

How do I see what asset packs have been released? Visit the shop or open asset packs in your profile to see what is available and which packs you already own.

I have problems slicing your STL files. Townbuilder STL files can be incompatible with some slicers (for example Simplify3D) unless you repair or post-process them first. We recommend repairing the file in Bambu Studio (built-in repair) or Microsoft 3D Builder (Windows), then slicing with your usual slicer. After a repair pass, most picky slicers can handle Townbuilder exports.

How can I submit feedback or bugs? If you find any bugs or unexpected behavior, please post a description on our Discord in the appropriate channel or use the bug_report button in the navbar. You can also write an e-mail to bugs@townsmith.de. State as clearly as possible which action you took and what you expected to happen. Include which browser you are using. If possible, include: What URL were you on? What content was displayed? What were you doing to trigger the bug (pressing buttons, keyboard inputs, etc.) For Townbuilder bugs, describe your actions before you encountered the bug.

How do I get my Kickstarter rewards? If you have received an activation e-mail, you should find the activation codes for your rewards there. Head on over to the code activation page to enter your codes. If you lost your e-mail or think that you did not receive one (did you check your spam folder?), get it sent to you again by entering the e-mail you used for Kickstarter here .

Does buying Townbuilder include the Desktop App? Yes. When you buy Townbuilder in our shop, desktop app access is included.

Why did I not receive an asset pack I should own? Every now and then, a pack may not appear as unlocked even if you should own it. If you think a pack is missing, e-mail info@townsmith.de . Include your account e-mail or username, which pack you are missing, and how you should have received it (shop purchase, Kickstarter or pledge code, or shop tokens) so we can sort it out quickly.

Why did my Stripe checkout not work? Checkout is handled by Stripe. Failures are usually a temporary Stripe or network issue, a declined card, or a browser extension blocking the payment page. Try again in a private window with extensions disabled. If it still fails, e-mail info@townsmith.de with your account e-mail and approximately when you tried to pay.

Why don't I see payment options at checkout? Make sure ad blockers and script blockers are disabled for townsmith.de and Stripe-related domains. The checkout page needs those scripts to load payment methods. If that does not help, e-mail screenshots of the browser console* to info@townsmith.de, and we will try to help ASAP. * On Chrome and Firefox, press F12 to open developer tools, then open the Console tab.

Can I refund my purchase? Yes. You can refund any purchase within 14 days after purchase. For details, read here .

After reading the docs, I still have a problem. Where can I find help? A good way to get a quick answer is to join our Discord and ask the community. Feel free to tag an admin for more detailed questions. If you don't have a Discord account, send us an e-mail: info@townsmith.de.