According to the Refund Policy section of the Terms of Service, you may get a refund if your purchase meets all of the following conditions:
- A refund can be made within 48 hours of payment.
- In-game resources have not been used.
- The purchase did not affect other players and (or) did not give you preferences in relation to other players.
If your purchase meets all of the above, you need to contact our Support team. Click the name of your gaming platform to see the instructions.
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Take a screenshot of the payment receipt. You can find the receipt from mailer@xsolla.com in your email.
Make sure the screenshot format is jpg, jpeg, or png. You can convert your screenshot to a supported format using image converters or other image editing software.
- After that, contact our Support team within the game and attach the screenshot to your request. Our specialists will review your ticket.
If you cannot find the receipt, contact Xsolla Support.
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Open your payment history page.
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Find the required transaction under the Activity tab and click it:
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Take a screenshot of the transaction and send it to our Support team:
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You can also press the Download receipt button, which will generate a PDF version of the receipt that you can attach to your reply:
If you cannot find the receipt, contact Facebook Support.
You can also check out a video instruction on our official YouTube channel: