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 account.

SUBMIT A TICKET

ico_physical-products.svg

Physical products

#### WHY HASN’T MY ORDER SHIPPED YET?

Your order may take several hours to several business days to be confirmed for shipping.

If you have not received a shipping confirmation email with the tracking information within five business days, please contact us and we will assist you.

Please note that your order will be shipped to the delivery address specified when you placed the order.

Why hasn’t my order shipped yet?

#### HOW CAN I VERIFY MY CARD?

We use card verification to help ensure safe and secure in-game payments. This is the same type of verification required for adding a credit card to a PayPal or Steam account.

After you enter your card information, our system will redirect you to the verification page. Verification is used to make sure that the person making the purchase is the actual cardholder. This is how it works:
- To verify that you are the cardholder, we temporarily debit an amount of less than $2.00 USD from your account, which will be released back to your account within 12 hours.
- You can find this info in your online bank statement under Pending or Held transactions, or in an SMS notification from your bank.
- If you see multiple debits of less than $2.00 USD, go back to the verification page and enter the amount of the most recent transaction in the verification form.
- Select the currency that the amount was debited in and click verify. After that, your payment will be completed.

![confirm-card-en.png](https://cdn.xsolla.net/hc-bucket-prod/confirm_card_en_83f87e6fc0/confirm_card_en_83f87e6fc0.png)

If you don’t have an online account for your card, please create one.
If the small pending or hold amount doesn’t appear, there may be a delay from your bank in posting them. Please check for it again later. Note that the hold amount is only valid for 3 hours. If it still doesn’t appear, we recommend using a different bank card, or contact your bank directly to find out how much the small hold amount is.

If you’re unable to verify the card, you may also link the card to a PayPal or an Amazon account for future payments.

If you also see either one of these errors:

>######  1049 or 1092: your payment was declined for security reasons. 

These errors may appear if our security system recognizes your attempt as abnormal. In order to complete a payment, we will ask you to provide additional proof of account ownership.

Note that after several unsuccessful attempts, you may receive the following errors:

>###### 2009 or 3017: it looks like you have exceeded the maximum number of attempts allowed.

If this happens, please try paying with a different card.

If this issue isn’t resolved, please contact us by submitting a [ticket](#form) below or sending a message in a live chat after creating your [Xsolla](https://account.xsolla.com/) account. 

Card Verification

#### MOST COMMON ERROR CODES

While making a payment, you may face some issues. Please take a look at the list of error codes below as this may help you with the payment process.

>###### Error 1002
>The purchase amount is too large to complete the transaction. Please try again with a smaller amount. Otherwise, contact our customer support for further assistance at help.xsolla.com.

This error may appear when you are trying to use an SMS payment method. Please note that SMS payments are perfect for microtransactions but may not always work for purchases of more than $15. For larger payments, we recommend an alternative payment method.

>###### Error 1019
>The mobile carrier you entered is not supported. Please select a different payment method or contact our customer support for further assistance at help.xsolla.com.

This error may appear when you enter a phone number that can’t be used for a mobile payment. We recommend an alternative payment method.

>###### Error 1049 or 1092
>Your payment was declined for security reasons. Please contact our customer support for further assistance at help.xsolla.com.

This error may appear when our security system recognizes your attempt as abnormal. In order to complete a payment, we ask you to verify your card through our verification process.

>###### Error 1058
>The transaction was declined. Please use a different card or contact your bank.

This error may appear when your bank issuer did not validate your purchase. In order to validate it, reach out to the bank and inform them that you authorize the purchases with this merchant. You can also use a different card.

>###### Error 2001 or 2002
>It looks like the payment system is currently unavailable. Please try again with a different payment method or contact our customer support for further assistance at help.xsolla.com.

This error may be triggered by several reasons and can be resolved by the following:

1. If you are using PayPal for payment, you may have removed Xsolla from pre-approved payments and no new payments can happen. Please contact us to refresh your billing agreement.
2. For other methods, removing the checkmark on the box "Save payment account" may resolve the issue.
3. This error may appear when your chosen payment method experiences technical issues, such as maintenance. This error is usually temporary and will disappear if you refresh the page or clear your cache and cookies.

>###### Error 2009 or 3017
>It looks like you have exceeded the maximum number of attempts allowed. Please try again using a different card. If you have any questions, please contact our customer support for further assistance at help.xsolla.com.

This error may appear when you make several unsuccessful payment attempts in a row. Please contact us and we will remove the restrictions for your account.

>###### Error 2048
>Payment system is unable to process your payment. Please try again with a different payment method, or contact our customer support for further assistance at help.xsolla.com.

This error may appear when our system was not able to charge your account due to several issues, and can be resolved by doing the following:

1. Removing the checkmark on the box "Save payment account" on the page where you enter your payment account information may resolve the issue.
2. Clearing cache and cookies.

If neither of these help, please contact us for an alternative solution.

>###### Error 2207
>A valid user ID is required to complete this transaction. Please make sure you input your details correctly and try again. Otherwise, contact our customer support for further assistance at help.xsolla.com.

This error may appear if there are any technical issues on the game’s side. You can either check the game’s official website or contact us and we will try to help.

>###### Error 3030
>The payment method you selected is unavailable in your region. Please try again with a different payment method or contact our customer support for further assistance at help.xsolla.com.

This error may appear in several cases:
1. You are trying to make a payment with a Maestro card. In this case, please choose another payment option to complete your payment.
2. If you are trying to use another payment option, the payment provider may be experiencing  temporary technical issues.

If you can’t complete the transaction, please contact us for an immediate solution.

>###### Error 3032
> Sorry, the payment cannot be completed now. Please try again later or contact Xsolla Customer Support.

This error may appear when your account is blocked on our system. Please check your account for previous chargebacks and [contact us](#form) to resolve this issue.

Most common error codes

#### SUPPORTED CARD TYPES

We process thousands of payment types from all over the world. These are the most popular card types we support: 
- credit card, 
- debit card, 
- prepaid card, 
- gift card. 

You can use Visa, Mastercard, Maestro, American Express, Discover, or Cash App сards. If you have any issues, please contact our support for assistance. 
You may receive the error 1058:

>###### Error 1058
>The transaction was declined. Please use a different card or contact your bank.

This error may appear when your bank issuer does not validate your purchase. In order to validate it, reach out to the bank and inform them that you authorize purchases for this merchant. You can also use a different card or another payment option to complete your payment.

>###### Error 3030
>The payment method you selected is unavailable in your region. Please try again with a different payment method or contact our customer support for further assistance at help.xsolla.com.

This error means:
- You are trying to make a payment with a Maestro card. In this case, please choose another payment option to complete your payment.
- If you are trying to use another payment option, the payment provider may experience temporary technical issues.

If you can’t complete the transaction, please [contact us](#form) and we will help resolve this issue. 


Supported card types

#### HOW CAN I MAKE A PAYMENT?

To make a payment, log into your game account and choose the payment option you want to use. Depending on where you live, you will see the relevant payment options for your country. You will be redirected to your payment account, where you can verify the payment. After verification, the payment should be processed and delivered to your game account. 

You can add all of your transactions in your [Xsolla](https://account.xsolla.com/) account after registration.

Make a payment

#### MOBILE PAYMENTS

Usually one of two things can cause mobile payment problems:

- If you confirmed a mobile payment with a code or SMS text, your payment might be pending for up to 24 hours. If your mobile payment hasn’t been delivered to your gaming account after 24 hours, please make sure that your account was charged or contact us so we can reach out to your provider.

- When you enter your phone number in our system, it confirms with your mobile carrier that you can pay for the chosen product from your phone balance. An error message saying you cannot make payment from your phone number means your mobile carrier doesn’t offer the option to pay your selected amount using your phone number. Try to choose a different payment package/amount and make a new payment. If that doesn’t work, we recommend choosing another payment option.

Here are some error messages you may see on the payment page:
>###### Error 1002
>The purchase amount is too large to complete this transaction. Please try again with a smaller amount.

This error may appear when you are trying to use an SMS payment method. Please note that SMS payments are perfect for microtransactions but may not always work for purchases of more than $15. For such purchases, we recommend an alternative payment method.

>###### Error 1019
>The mobile carrier you entered is not supported. Please select a different payment method.

This error may appear when you are entering a phone number that cannot be used for a mobile payment. We recommend an alternative payment method.

Mobile payments

#### MAKING A PAYMENT WITH PAYPAL

Problems with PayPal payments usually happen because:

- You may have limits on your PayPal account. To lift them, update your profile with all the required information.
- There is an issue with your funding source. You might need to update your payment sources in PayPal.
- Our security system flagged the payment as unusual activity. You may see an error:

>###### 1092: Your payment was declined for security reasons. Please contact our customer support for further assistance at help.xsolla.com

If funds were withdrawn, the transaction will be instantly refunded to your PayPal account. Reach out to us via [email](#form) or live chat from your [Xsolla](https://account.xsolla.com/) account so we can verify your payment account.

Pay with PayPal

#### I USE AMAZON FOR MY PAYMENTS

There are three reasons why Amazon payments are not successful:

- The payment was declined by Amazon, so we weren’t able to process the payment. Contact the Amazon team to resolve this issue.
- You were attempting to use Amazon gift cards as a funding source. This type of source is not supported outside of Amazon.
- Our security system declined your payment attempt. You may see an error 1092:

 >###### 1092: your payment was declined for security reasons. Please contact our customer support for further assistance at help.xsolla.com

If funds were withdrawn, the transaction will be instantly refunded to your Amazon account. Please [contact us](#form) so we will be able to verify your payment account.

Pay with Amazon

#### GIFT CARDS

Problems with gift cards usually happen because:

- Your gift card is actually a prepaid credit card with a Visa or Mastercard logo and the card has not been activated. The payment might be declined by the card-issuing company. If you haven’t activated the card, go to the website that is stated on the back of the card and activate the card there.
- The card that you are using was bought at GameStop, Target, Starbucks, Walmart, Best Buy, CVS, Dollar General or from the Roblox website. Note that in some cases it is not possible to use the balance of the card for separate purchases and the amount on your card will be redeemed on your account all at once.
- You might not have entered the correct or complete PIN for your card. Some cards require you to scratch off a foil patch to reveal the PIN.
- Your card’s remaining balance isn’t enough to cover your purchase.

If you have any issues or questions regarding purchases with a gift card, please [contact us](#form).

Gift cards

ico_payment.svg

Payments

#### I DIDN’T RECEIVE A RECEIPT OR MY PURCHASE 

- Your payment attempt was not successful as it was declined by our security system. You will see an error message on the payment page. Please note that the charge will not clear, and the money will be back in your account within 1-10 days depending on the chosen payment system.

- Your payment attempt might be declined by the payment system, but the funds are still pending. Please be advised that the charge will not clear, and the money will be back into your account within 1-10 days, depending on the chosen payment system.

- The payment is still processed on the side of the payment system, which can take up to 5 business days. As soon as we receive the funds, you will receive the purchase on your account and receive a receipt.

- If you did not enter your email address during the payment process, the receipt will not be delivered to your email automatically. Check if your account was charged, and, if it was, contact us so we can investigate the issue. Find out how you can receive a receipt for your payment.

Got no receipt nor my purchase

#### I HAVE A RECEIPT BUT HAVEN’T RECEIVED MY PURCHASE

If you still haven’t received your purchase, it’s probably because:

- There might be a delay in delivery from the game’s side. If you’ve completed a payment and already have a receipt, contact the game support team with this receipt to confirm the delivery of goods.

- You’ve purchased a pre-order but the game is not released yet. The release date will be stated on the game’s official website and you can always check there.

- Funds were mistakenly deposited to the wrong account. Please check your receipt and contact the game support team to check the possibility of transferring your purchase to another account.

I did not get my purchase 

#### I MADE A PURCHASE FOR THE WRONG ACCOUNT

Please reach out to the game support team with your receipt, and ask to transfer the purchase to the correct account.

If you don’t have a receipt, please check [I Need a Receipt for My Payment](/receipts/how-can-i-get-a-receipt) or [contact us](#form).
We will be able to help you and restore the receipt for your payment.



I made a purchase for the wrong account

#### HOW CAN I CANCEL MY SUBSCRIPTION?

The information about regular billing is provided on the site before completing the payment and most subscriptions are automatically charged unless otherwise stated. You can manage your subscriptions in the [Subscription](https://account.xsolla.com/subscriptions) section in your [Xsolla Account](https://account.xsolla.com/).

However, please note that Epic Games, Ubisoft and LogicLike subscriptions can only be cancelled from respective game accounts.

If you were unable to cancel your subscription, please [contact us](#form).

How can I cancel my subscription?

#### THE GAME DOESN’T WORK AS EXPECTED

If you have a problem with the software performance or bugs, please contact the game/service support directly for assistance. 
You can find the contact information on the official website for the game or service.

Game doesn’t work as expected

ico_purchase.svg

Purchases

#### I NEED A REFUND FOR A DIGITAL PURCHASE

We’re committed to helping you have great video game and service experiences — even when all you want is a refund.

If you bought a digital version of a game, in-game currency, or subscription please log into your [Xsolla Account](https://account.xsolla.com/), add your purchase to the Purchases section and submit a refund request there. 
Simply click on the payment details and fill out the form for a refund request. Please note that you can submit a refund request only if a payment was successful.
If you are not able to add the purchase to your [Xsolla Account](https://account.xsolla.com/), please [contact us](#form) to request a refund. 

Refund my digital purchase

#### HOW DO I GET A REFUND FOR MY PHYSICAL PRODUCT?

Your satisfaction is very important to us. You may request a refund or replacement for the defective, damaged or incorrect physical product within 28 days of receiving it. Afterward, the order is not eligible for cancellation.

Returned physical products must be in their original condition, including all packaging.

When requesting a return or replacement for a defective, damaged, or incorrect physical product, please upload the photo.

Please note that in orders with multiple items, you can only select one option to replace or return those items, not a mixture of replace and return.

To request a refund or replacement for your physical product fill out the correct [form](#form) with the information from your receipt. That’s all you need to do for your request to be reviewed. So, find your order receipt and start tapping.


Refund physical product 

ico_refund.svg

Refunds

#### HOW CAN I GET A RECEIPT?

If you would like to receive a receipt for your previous payment, please provide us with the name of the game or service so we will be able to assist. The name of the game account or the email that is linked to your account will help us locate the payment as well.

Please know that due to security reasons, we can only provide the receipt to the account owner and will request a screenshot of the payment from the payment system to verify you as the owner of the payment account.

We can decline your request and refuse to provide the receipt if we do not receive proper evidence that you were indeed the payer of the transaction.

#### WHAT WOULD I NEED A RECEIPT FOR?

- If the game account is banned or blocked on the game’s side, the game support may ask you to provide a payment receipt in order to restore access.

- In order to confirm your payment to the game (in case you have not received your purchase), you might need to provide a receipt.

How can I get a receipt?

#### WHERE CAN I FIND MY RECEIPTS? 

If you enter an email address while making a payment, all receipts will be emailed to you.
Please check your inbox and spam folder for emails from mailer@xsolla.com, as you might find your receipts there.
If you still need assistance, please reach out to us in your [Xsolla](https://account.xsolla.com/) account or [submit a ticket below](#form).

Where can I find my receipts? 

#### WHAT WOULD I NEED A RECEIPT FOR?

- If the game account is banned or blocked on the game’s side, the game support may ask you to provide a payment receipt in order to restore access.

- In order to confirm your payment to the game (in case you have not received your purchase), you might need to provide a receipt.

What would I need a receipt for?

ico_reciepts.svg

Receipts

#### HOW DO I TRACK MY ORDER?

After your order is confirmed, you should receive a shipping confirmation email with your tracking information.

Head to the carrier’s website using the link in the email, and check the shipping status with your tracking number.

Here is an example of the shipping confirmation email with the link:

![order-shipped.png](https://cdn.xsolla.net/hc-bucket-prod/order_shipped_037db6e2b8/order_shipped_037db6e2b8.png)


Track my order

#### I DIDN’T RECEIVE MY PACKAGE

If your order is shown as “delivered” on the carrier’s website, but you still have not received it, please contact your carrier.

Check [I want to track my order ](https://help.xsolla.com/physical-products/track-my-order) article if you need more information about tracking your order.

After contacting a carrier you still have no information about the delivery? Please contact us so we could escalate it further on our side. 


I didn’t receive my package

#### HOW CAN I CANCEL MY PRE-ORDER?

If you want to cancel a digital pre-order, please log in to your [Babka account](https://babka.com/) and submit a refund request from the [Purchases](https://babka.com/purchase) section.

Using a Babka account for the first time? [Find out](/babka-account/about-babka) how to sign up and trace your orders.

Please note that physical pre-orders can be canceled only before the order has shipped.

If you want to cancel a physical pre-order, please fill out this [form](#).

Cancel pre-order

#### CAN I CHANGE MY PREORDER INFORMATION?

Please note that any changes to a physical pre-order can only be applied before the order is ready to ship.

As soon as the order is ready to ship, your payment method will be charged.

For digital pre-orders, no changes can be made after checkout. Please check your order information thoroughly before purchasing.


Change my preorder information

#### WHEN WILL I BE CHARGED FOR MY PRE-ORDER?

Your payment account will not be charged until the physical pre-order is ready to be shipped.

Please note that the final price of a physical pre-order may vary depending on changes in exchange rates or shipping costs by delivery services.

You will receive a notification email about two weeks prior to your payment method being charged for a pre-order.

Please make sure you have enough money in your account for the purchase. Pre-orders will be canceled if your payment method cannot successfully be charged at the time of the product’s release.

When will I be charged for my pre-order?

ico_preorders.svg

Pre-orders

#### MY ACCOUNT WAS CHARGED, BUT I DIDN’T AUTHORIZE THE PAYMENT

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 h.xsolla.com.ca 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.


I see unknown charges for Xsolla

ico_unauthorized.svg

Unauthorized charges

#### ABOUT XSOLLA ACCOUNT

![Babka_house.png](https://cdn.xsolla.net/hc-bucket-prod/Babka_house_0f4235c846/Babka_house_0f4235c846.png)

Your Xsolla Account serves as a centralized platform for managing your orders, tracking their status, submitting refund requests, and monitoring active subscriptions. It allows you to consolidate all your Xsolla game purchases into a single account. 

Additionally, your Xsolla Account provides direct access to the support team for immediate assistance. You can utilize the live chat feature to receive prompt resolution to any issues you may encounter. 

Signing up for a Xsolla Account is simple and can be done at any time using your email address or social network credentials. If you already have existing orders associated with your email account, they will automatically be included in your transaction history. Furthermore, you have the option to validate and add any other orders you have made.


About Xsolla Account

#### HOW CAN I REGISTER AN ACCOUNT?

- In order to create your account go to https://account.xsolla.com/ or click on the icon below, you will be redirected to the Xsolla Account website. Enter your email address that is linked to your game account and verify it.

- Secure your account and enter the phone number that will be linked to your account.

- After that, you will see your purchases in your Xsolla Account if you have payments in our system with the email address you registered with. 

- If you don’t see any purchases, add them manually from the receipts you got from Xsolla.


To secure your account, we may ask for your phone number. After you enter your phone number, we will send an SMS with a code that you need to enter on the next page of the registration process.

Unfortunately, if you have lost access to your email or changed the phone number you registered with and cannot verify it, you won’t be able to log into your account. Please create a new account.

Create a Xsolla Account

#### WHY DO I NEED A XSOLLA ACCOUNT?

After a successful transaction on a payment page or from your receipt you will see an option to go to your Xsolla account. 
From your account you can submit a refund request, manage your transactions in one place, or contact our support team via live chat and different messengers.

Why do I need a Xsolla account?

#### WHAT INFORMATION CAN I SEE IN MY ACCOUNT?

In the general settings of your account, you will see the email address that you registered with and the phone number that is linked to your account. We will not ask for any personal information, but only for info that will help us find your transactions.

What information can I see in my account?

ico_babka.svg

Xsolla Account

#### WHAT IS XSOLLA PAY?

Xsolla Pay is a secure and convenient online payment tool for gamers worldwide. It provides faster checkout and guarantees the security of payment processing. With Xsolla Pay, gamers receive a seamless payment experience and complete confidence for every purchase they make. 

You can make payments without entering your card data each time. All purchases made with Xsolla Pay will be added automatically to your Xsolla Account— you’ll be able to check their status and manage them, and even request a refund. 

Xsolla Pay is completely secure. It stores users' card data in a stable and secure environment according to PCI DSS (The Payment Card Industry Data Security Standard). Additionally, Xsolla Pay doesn’t charge any fees to its users.

Currently, you can use Xsolla Pay only in games that partner with Xsolla. 


About Xsolla Pay

#### HOW CAN I USE XSOLLA PAY?
If this option is available in the game, the Xsolla Pay button will be displayed alongside other payment options. Please note that if you are under 18, you should first get permission from your parent or guardian to register and link your phone and payment details. 

To use Xsolla Pay for your purchases, enter the card information on the payment page and save this card in Xsolla Pay. You'll only need to verify your phone the next time you pay.

Or

You can follow these steps:

Step 1. On the payment page, select Xsolla Pay.

Step 2. Enter your phone number with your country code to receive a confirmation code. Xsolla Pay uses your phone number as your unique identifier in the system.
Since your phone is always at hand, there is no need to remember the password. Instead, you can log in by entering your phone number and a unique code we sent to you by SMS. 

Step 3. Enter the 4-digit confirmation code from the SMS we sent you.

Step 4. Enter your card information and complete the payment.

No matter which option you choose, we’ll automatically create Xsolla Account for you. If you want to remove your saved card information from Xsolla Pay, please contact our support team.

#### CAN I CONTINUE USING XSOLLA PAY IF I CHANGE MY PHONE NUMBER?
Yes, you can contact support to change the phone number. You need to provide your current number and a new number. We’ll ask you to confirm your new number with a unique code that we’ll send to you by SMS. 


How can I use Xsolla Pay?

#### I HAVE ISSUES WITH XSOLLA PAY
If you receive an error message while using Xsolla Pay, please check if all the information you’ve entered is correct before contacting our support team.
You can also refer to this [article](https://help.xsolla.com/en/payments/most-common-error-codes) to help you with issues you may encounter when saving card information.

If you have any other issues or questions, please contact our support team.

#### I HAVEN'T RECEIVED AN SMS FROM XSOLLA PAY, WHAT SHOULD I DO?
No need to worry. Check if the number you entered is correct, and click on the "Resend code" button. Sometimes it might take a little longer for the SMS to arrive.

I have issues with Xsolla Pay

ico_babkapay.svg

Xsolla Pay

Get quicker chat support in your Xsolla Account.

Need help?

Log in to Xsolla Account account to get started!

Thank you!

In case of replacement your return address cannot be changed. If the Region/State field is left empty, please enter None

We will send a reply to your email once we process this request.