If you are unable to make a purchase on the web store, it is important to note that while your account is universal, payment ecosystems are platform-specific. Some items or bundles may be restricted to mobile platforms (iOS/Android) due to how those storefronts handle payments.
Troubleshooting Steps
Before contacting support, please attempt the following steps to resolve common issues:
- Clear your browser's cache and cookies, as old data can interfere with the payment gateway.
- Try using a different browser or device to determine if the issue is specific to your current setup.
- Please ensure that your payment method is valid and supported by the platform or payment provider you are using.
- Disable any VPN or proxy software that might be blocking the payment gateway.
When to Contact Support
If you have tried the above steps and are still experiencing issues, please submit a support ticket. To help us investigate, please include the following information:
- Your Player Name and UID.
- A screenshot of any error messages you receive.
- The payment method you are attempting to use.
- A screenshot of the transaction ID or payment reference number associated with the purchase.
- The name of the offer you are trying to purchase.
Important Note on Refunds Please be aware that our support team cannot process refunds for Xsolla purchases. All such requests must be handled directly by Xsolla. If you have been charged but did not receive your items, please contact Xsolla support directly for assistance. |