Talk to the seller in the order chat
Most problems are fixed fastest by the seller. Say clearly what’s wrong and add screenshots. Keep everything in the order chat: it’s what our team reads if a dispute is needed.
| Problem | What to send |
|---|---|
| Not delivered yet | Ask for an update and check the delivery details you gave at checkout. |
| Wrong amount or item | What arrived, what’s missing, and a screenshot of your inventory or balance. |
| Account login doesn’t work | The error message or a screenshot of it. |
| Code doesn’t work | A screenshot of the redemption error. |
| Top-up didn’t arrive | Your account or character ID again, so the seller can check. |
If the order wasn’t delivered
Every order has a guaranteed delivery time, shown on the order page. If it passes and the seller hasn’t delivered or replied, select Cancel & refund. We notify you when it becomes available.
If the seller replied but still hasn’t delivered, select Contact seller and choose Order was not received. The seller then has a set time to deliver. If nothing arrives, you can cancel the order for a refund.
Full steps: Cancelling an order the seller didn’t deliver.
If the order was delivered but something’s wrong
While you’re checking the order, raise a dispute from the order page:
- Select Dispute on the order page.
- Choose the reason, describe the problem and add screenshots.
- Upload your proof in the dispute’s private section.
- Watch the order page for the seller’s reply or offer.
Instant-delivery accounts and gift cards work differently: select Contact seller first. The seller gets time to fix it, and the order page shows when you can raise a dispute.
Full details: How disputes work.
If the order is already received
You can’t raise a dispute yourself, but the order is still protected until the date on the order page. Use Contact support and our team will review it and open a dispute for you if needed. After protection ends, contact support and our team will review the order.