How can we help?


If you see charges on your payment account you don’t recognize, check the following before contacting our support:

  • Check if any family members or friends who have access to your payment account made a purchase.
  • You might still see a pending charge that'll be credited back to your account automatically if the payment system cancels the payment
  • You might see a pending small amount that was withheld for verification of your card or if you saved a card for future purchases
  • When you add a payment method to your game account, such as a new card, you might see a small pending transaction on your bank statement. This is temporary authorization you won’t be charged for.
  • Please make sure that you have no active subscriptions for games or game-related services you or a family member has set up.
  • Lastly, check that you haven't made any recent in-game purchases. We recommend checking your in-game or service purchase history with the charges on your payment account to help remind yourself of any purchases you've forgotten.

Here are some examples of what you may see on your statement to describe the charges to Xsolla:

Xsolla_Roblox, Xsolla*EFT, SURAWAY Ltd, Xsolla Inc., Xsolla_MTG ARENA INTERNET, Xsolla *civilization and others.

If that was not helpful and you don’t recognize the charges on your account, please contact us to find out more information about it with payment details: such as date, the charge amount, and payment account.

If you have any questions, get quicker chat support in your Xsolla Wallet account, or send us an e-mail in the form bellow.


Use the form on the right to send an email to our support team. Please provide as much information as possible and we will assist you.

For immediate help, you can contact our support team in the live chat from your Xsolla Wallet account.

Average response time: 10 hours