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.

Utilisez le formulaire à droite pour envoyer un e-mail à notre équipe d'assistance. Fournissez autant d'informations que possible et nous vous aiderons. Pour une aide immédiate, contactez notre équipe d'assistance dans le chat en direct depuis votre compte Xsolla Wallet.

SOUMETTRE UN TICKET

使用右侧表单向我们的支持团队发送邮件。请提供尽可能多的信息以便我们有效进行协助。

如需即时帮助，请在您的艾克索拉钱包帐户中通过在线聊天联系我们的支持团队。

提交工单

Use o formulário à direita para enviar um e-mail para nosso suporte. Forneça o máximo de informação possível para que possamos ajudar você.

Para obter ajuda imediata, você pode contatar nossa equipe de suporte via chat ao vivo a partir da sua conta da Carteira Xsolla.

ENVIAR UM TÍQUETE

오른쪽의 양식을 사용하여 지원팀으로 이메일을 보내 주세요. 가능한 한 많은 정보를 제공해주시면 도와드리겠습니다.

도움이 즉시 필요하면 엑솔라 지갑 계정에서 라이브 채팅으로 지원팀에 문의해 주세요.

티켓 제출하기

右のフォームを使用して、サポートチームにメールを送信してください。サポートいたしますので、できるだけ多くの情報をご提供ください。

お急ぎの場合は、エクソーラウォレットアカウントからライブチャットでサポートチームまでお問い合わせください。

チケットを送信する

Utiliza el formulario que aparece a la derecha para enviar un correo electrónico a nuestro equipo de asistencia. Facilítanos toda la información necesaria para que podamos ayudarte.

Para recibir ayuda inmediata, contacta con nuestro equipo de asistencia en el chat desde tu cuenta de Xsolla Wallet.

ENVIAR UNA CONSULTA

Nutze das Formular auf der rechten Seite, um eine E-Mail an unser Support-Team zu senden. Gib so viele Informationen wie möglich an, damit wir dir weiterhelfen können.

Falls du umgehend Hilfe benötigst, kannst du in deinem Konto bei Xsolla Wallet unser Supportteam per Live-Chat kontaktieren.

TICKET ERSTELLEN

Заполните форму справа и мы с вами свяжемся. Пожалуйста, опишите вашу проблему как можно подробнее.

Свяжитесь с нами через онлайн-чат в вашем аккаунте Xsolla Wallet, чтобы получить помощь уже сейчас.

СВЯЖИТЕСЬ СО МНОЙ

SUBMIT A TICKET

Enter the order info from the Pre-Order Confirmation email and hit the button. It’s all you need to do for your request to be reviewed.

Please note that the pre-order cancellation request applies to all the items in the order and can’t be cancelled once submitted.

PRE-ORDER CANCELLATION FORM

ico_preorders.svg

Pre-orders

#### 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

#### 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 Wallet](https://wallet.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 Wallet](https://wallet.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 Wallet](https://wallet.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](#form) for further assistance at help.xsolla.com

If funds were withdrawn, the transaction will be instantly refunded to your Amazon account. Please contact us 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

Mistakes happen, and sometimes we find ourselves in situations where we have made a payment to the wrong gaming account.
In this article, we will provide steps you can take to resolve this issue and ensure your payment reaches the correct account.

**Note that in some cases, the game may not support in-game transfers. To avoid such situations, we strongly recommend carefully reviewing all the information before proceeding with the payment.**

1. Take Immediate Action:
As soon as you realize you have made a payment to the wrong account, act quickly. Reach out to the game's support team immediately to inform them about the mistake and your intention to transfer the purchase.
This could be an email address, support ticket system, or live chat. Clearly explain the situation and provide them with the relevant details, including your receipt.

2. Gather Receipt and Relevant Information:
To support your case, gather all necessary information regarding the payment. This includes your receipt or transaction details, such as the date, time, and amount of the payment. 
If you don’t have a receipt, please check the article [Where can I find my receipts?](/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.

3. Await a Response:
After reaching out to the support team, wait for their response. The time it takes to receive a reply may vary, depending on the game and their support system. 

4. Follow Support Team Instructions:
Once you receive a response from the support team, carefully read and follow their instructions. They may require additional information or ask you to perform certain actions to facilitate the transfer.




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://wallet.xsolla.com/purchases) section in your [Xsolla Wallet Account](https://wallet.xsolla.com/).

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

Please be aware that we can only assist with canceling subscriptions if your payment was processed through Xsolla. If the receipt indicates that the payment was processed by Google Play, Apple Play or the game itself, kindly reach out to their support for additional assistance.

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

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 Wallet 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 Wallet Account](https://wallet.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 Wallet](https://wallet.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

#### 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?

ico_physical-products.svg

Physical products

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

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

Using a Xsolla Wallet account for the first time? [Find out](https://help.xsolla.com/en/xsolla-account/about-xsolla-account) 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

#### 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?

#### WHAT IS THE XSOLLA MONEY ACCOUNT?

The Xsolla Money Account is a secure and versatile e-wallet that enables users to receive funds and conduct transactions for in-game purchases. It allows users to securely store their payment information, manage their balance, view their transaction history, and easily withdraw money. 

The Xsolla Money Account can be used for everyday purchases, offering flexibility for gamers and users in various online activities.

#### IS THE XSOLLA MONEY ACCOUNT SECURE?

The Xsolla Money Account prioritizes your financial safety by implementing the security features below:

- 2-Factor Authentication (2FA): Enhances security by requiring users to verify their identity through a second step, preventing unauthorized access.

- PCI DSS Compliance: Adheres to industry-standard Payment Card Industry Data Security Standard (PCI DSS) for secure handling of cardholder data during transactions.

- Secure Transactions: Conducts all financial transactions within the account through secure channels, minimizing the risk of unauthorized access or data breaches.

- Encryption Protocols: Utilizes encryption protocols to protect user data, ensuring that sensitive information is transmitted and stored securely.

#### WHO CAN CREATE AN XSOLLA MONEY ACCOUNT?

The Xsolla Money Account is currently available to **Influencers** on the [Xsolla Partner Network](https://influencer.xsolla.com/login) and will become available to all users later this year.

The Xsolla Money Account is currently only available in the **US**. Other regions are coming soon.

About Xsolla Money

#### HOW DO I CREATE AN XSOLLA MONEY ACCOUNT?

To create an Xsolla Money Account, you must first set up your [Xsolla Wallet](https://wallet.xsolla.com)

To complete the registration for your Xsolla Wallet, input your required information. Some information will be pre-filled from your existing Xsolla Account data. You can confirm the pre-existing data or modify it at any time.

As part of the registration process, you must establish a passcode. The passcode is required to access the Xsolla Money Account.

#### WHAT INFORMATION IS NECESSARY TO VERIFY MY IDENTITY?

To successfully verify your identity, you must provide the following:

- First and last name

- City

- ZIP code

- Date of birth

- Last 4 digits of your SSN

Xsolla will verify the specified data. After successful verification, you can access financial transactions in your Xsolla Money Account.

In some cases, we may require additional documents. Additional documents may include:

- ID and selfie identification

- Source of wealth documents

- Source of funds documents

- Proof of address documents

#### WHY IS THIS INFORMATION NECESSARY?

Xsolla is required by federal law to collect certain information from all its users that have access to a stored value balance. Xsolla requires its users to verify their accounts in order to protect them from fraud, ensure they can access their money, and enhance account security. 

Verification makes us confident that you say who you are and that you are located where you say you are located. Verification allows us to do more for you, as we are committed to keeping you safe. That is why our account verification meets strict regulatory requirements.

#### CAN THIS INFORMATION BE OPTIONAL?

No, this information is required in order to access financial transactions in your Xsolla Money Account.

#### CAN I PROCEED WITHOUT PROVIDING THIS INFORMATION?

In order to comply with the regulatory requirements of account verification, this information is necessary to provide.

How does Xsolla keep my personal data safe and protected? Your privacy comes first and we understand how important your personal data is to you. We are committed to keeping it highly secure and protected. Xsolla does not sell or trade your personal information to third parties for monetization purposes. We are committed to respecting your data and creating a safe space for your money. 

For information about how we use your data, please see our insert joint privacy notice where we explain our purposes in detail.

In certain circumstances, individuals can exercise their rights in relation to the personal data we hold about them. Such requests are treated on a case-by-case basis, depending on the nature of the request and the reasons why we are storing and processing your data. 

If you wish to make a request regarding your personal data, please contact support@xsolla.com.

#### WHO IS SKRILL?

The Xsolla Money Account is powered by Skrill USA, Inc. (NMLS #935195), an entity licensed as a money transmitter under the laws of various U.S. states and registered with FinCEN. Skrill USA, Inc. provides the underlying financial infrastructure of the Xsolla Money Account and ensures that it meets stringent regulatory requirements, offering a secure and compliant platform for managing financial transactions.

#### DOES IT AFFECT MY CREDIT SCORE OR RATING? 

Providing SSN for account verification does not affect your credit score.

#### WHY DO I NEED A PASSCODE TO ACCESS THE MONEY SECTION OF THE XSOLLA MONEY ACCOUNT?

The passcode enhances the security and protection of your account. It limits who can access your finances and increases your control over your account.

Registration & Verification

#### HOW CAN I WITHDRAW MONEY FROM MY XSOLLA MONEY ACCOUNT?

To make a withdrawal from your Xsolla Money Account to a bank account, follow the steps below:

1. Click on the "Withdraw" button in your Xsolla Money Account.
2. Select the bank account to which you want to move funds from the list of saved bank accounts. If you do not have any saved bank accounts for withdrawal, click the "Link bank account" button and follow the instructions to connect a bank account.
3. Specify the amount you want to withdraw to the bank account.
4. Confirm the withdrawal by entering your passcode.
5. A summary screen of the withdrawal transaction will be displayed.
6. Confirm the withdrawal by clicking on the confirm button.

Please note that you must go through the Know Your Customer (KYC) process for your first withdrawal. Until you complete KYC verification, you cannot withdraw from your Xsolla Money Account balance.

#### CAN I CANCEL A WITHDRAWAL?

No, you cannot cancel a withdrawal to a bank account after initialization.

#### WHY DID A WITHDRAWAL TRANSACTION TO MY BANK ACCOUNT FAIL?

The reasons for an unsuccessful withdrawal transaction to your bank account may be as follows:

- Your bank account does not support deposit transactions. Try using another bank account to withdraw money.

- You are trying to withdraw money to a third-party bank account. You can withdraw money only to a bank account opened in your name.

- Your bank prohibits the transfer of money. Contact your bank for details.

- The bank account details (account number, bank code, etc.) are incorrect. Try deleting the bank account and reentering the information.

#### HOW DO I LINK MY BANK ACCOUNT TO MY XSOLLA MONEY ACCOUNT?

Linking a bank account to your Xsolla Money Account is simple and only takes a few quick steps.

1. To add a bank account, click on the "Withdrawal" button.
2. In the "Withdrawal" section, click on the "Link Bank Account" button.
3. Select the bank where you have an opened account.
4. Complete the procedure to verify your bank account ownership. The steps may vary from bank to bank.
5. After completing all necessary verifications, the bank account you added will appear in the “Withdrawal” section.

#### WHO IS PLAID? 

Plaid is a financial technology company that allows users to connect their bank accounts and credit card providers to financial services apps. Plaid acts as an intermediary, taking the account logins and encrypting the requested financial data before providing it to the apps. 

Plaid uses encryption protocols such as Advanced Encryption Standard (AES 256) and Transport Layer Security (TLS), as well as multi factor authentication to protect users' data.

#### HOW LONG DOES IT TAKE FOR THE MONEY TO ARRIVE IN MY BANK ACCOUNT?

Transferred funds will arrive in your bank account within 1-5 business days.

In rare cases, there may be delays in transferring money to your account. If it has been 10 days or more since you completed a withdrawal transaction, please contact our support team so that we can assist with the situation. To properly process your request, please prepare the following information:

- A bank statement showing full bank account details

- Your name as the bank account holder

- The bank account number

- A complete transaction history for the bank account since the date of the withdrawal
















Withdrawals

#### HOW CAN I CHANGE THE DATA IN MY PROFILE?

Unfortunately, the function to change profile data independently is not available in Xsolla Wallet at this time. Please contact our [support team](#form) so that we can assist you in making the necessary changes.

#### HOW CAN I CLOSE MY XSOLLA MONEY ACCOUNT? 

To close an Xsolla Money Account, follow the steps below: 
- The account must have a zero balance;
- If your account has a balance, those funds will need to be withdrawn to an external account;
- Contact customer support and request the account to be closed.


User Profile

#### ARE THERE ANY TRANSACTION LIMITS?

As an Xsolla Wallet customer, your account is subject to aggregate limits based on all transactions received into your Xsolla Money Account. Therefore, specific transactions, such as deposits, will add to your utilized limit. Fees and refunds are excluded from the calculation.

Below is information about the limit thresholds for your Xsolla Wallet:

- Immediately after registering your Xsolla Money Account and completing verification, you will have a transaction limit of up to $999.00

- Once your bank account is confirmed, you will have a transaction limit of up to $15,000.00. To confirm your bank account, simply connect it to your Xsolla Money Account.

Transactions Limits

#### ARE THERE ANY FEES INCURRED TO OPEN UP AN XSOLLA MONEY ACCOUNT?

No. You can create an account for free without incurring any fees.



Wallet Fees

#### HOW TO FILE A COMPLAINT?

We hope you have an excellent experience with the Xsolla Money Account. The Xsolla Money Account is a product powered by Skrill USA. Inc., (NMLS #935195) an entity registered with FinCEN and licensed as a money transmitter in various US states.
However, if you have encountered a problem, we'd appreciate you getting in touch so that we can improve our service.

For a prompt and efficient review of your case, kindly reach out to us through the provided contact channels below:

- Online chat in your [Xsolla Wallet](https://wallet.xsolla.com/) account 

- Send us an email using the [form](#form) below 

- Toll-free line +1-877-987-9233 

- If you are a California resident please contact +1-855-719-2087

If your case cannot be resolved to your satisfaction, you may escalate the matter further.
A complaint can be filed if you believe an event including (but not limited to) the following took place:

- A breach of our [terms and conditions](https://account.xsolla.com/wallet_terms_of_use);

- Our failure to comply with a legal obligation;

- Misrepresentation, bad faith, negligent behavior.

To help us distinguish a complaint from a standard query, you should clearly state that you wish to make a formal complaint and provide as many details as possible, so we can further investigate your concerns and work towards a proper resolution.  
To find out more about what happens after you make a complaint, please refer to our complaints handling procedure:

- [INTERNAL COMPLAINTS HANDLING PROCEDURE (USA)](https://help.xsolla.com/en/internal-complaints-handling-procedure)





Complaints

icon_wallet--line.svg

Xsolla Money

#### ABOUT XSOLLA WALLET ACCOUNT

![Frame 3597@2x copy.jpg](https://cdn.xsolla.net/hc-bucket-prod/Frame_3597_2x_copy_e88de27282/Frame_3597_2x_copy_e88de27282.jpg)

Your Xsolla Wallet 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 Wallet 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 Wallet 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 Wallet Account

#### HOW CAN I REGISTER AN ACCOUNT?

- In order to create your account go to https://wallet.xsolla.com/ or click on the icon below, you will be redirected to the Xsolla Wallet 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 Wallet 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 Wallet account

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

After a successful transaction on a payment page or from your receipt you will see an option to go to your Xsolla Wallet 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 Wallet 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 Wallet 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 Wallet 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 Wallet  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

#### WHAT ARE RED ORBS?

Xsolla’s Red Orbs is a virtual currency that converts into discounts to purchase games and add-ons. You can earn Red Orbs by completing various activities on Xsolla platforms.

#### HOW DO I SPEND RED ORBS?

You can spend your Red Orbs to get a discount while making a purchase with Xsolla. To do so, log in to Xsolla Pay during the purchase process. A corresponding Red Orbs block will be displayed during checkout if your merchant supports Red Orbs.
The discount will be applied automatically.

#### HOW DO I EARN RED ORBS?

Red Orbs are rewarded to users by completing the activities on [Offerwals](https://x.la/redorbs)
Orbs are generally awarded to users 24 hours after activity.

What are Red Orbs?

Virtual Currency

#### 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

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