Problems with a purchased account
No details, the password doesn't work, the account isn't the right one, or it has been blocked. Here is where to start and when to contact support.
In short. Until the problem is solved, don't click “Confirm receipt” — that way the money stays on the platform. First, message the seller in the order chat. If that doesn't help, create a ticket with proof.
Symptom
- The “Delivery within” timer has run out, and there are no details.
- The login or password for the account or the email doesn't work.
- The account doesn't match the description: a different region, rank or features.
- The account is blocked, or the previous owner has changed the login details.
- The seller doesn't reply in the chat.
Possible causes
- The seller is still checking the account and hasn't opened the details.
- The details were copied with a mistake, for example with an extra space.
- The previous owner regained access through the email or other recovery options.
- The game platform restricted or blocked the account.
- The listing description doesn't match the actual account.
Solution
| Situation | What to do first | Ticket topic | What to attach | Possible outcome |
|---|---|---|---|---|
| The “Delivery within” timer has run out, no details | Message the seller in the order chat | “Did not receive account / access credentials not provided” | Screenshot of the order page with the timer | Details handed over or a refund, as decided by support |
| The login or password doesn't work | Copy the details with the copy buttons and try again; message the seller | “Account blocked or login details changed” | Screenshot of the sign-in error, date and time of the attempt | New details, a replacement account or a refund |
| The account doesn't match the description | Compare it with the “Features” block on the listing page; message the seller | “Account does not match description (different region, rank, etc.)” | Screenshots from the game (region, rank) and the item code | Replacement with a similar account or a refund |
| The account is blocked or the previous owner took back access | Check your email for messages from the game; don't confirm receipt | “Account blocked or login details changed” | Screenshot of the error or ban, the e-mail from the game, the date, proof of the password, email and 2FA change, sign-in history | Support decision: a replacement or a refund to your balance |
| The seller doesn't reply | Write in the order chat and wait for a reply | “Seller is not responding” | Screenshot of the chat with your messages | Support decision: a replacement or a refund |
| You need a 2FA code or a confirmation from a phone | Ask the seller in the order chat | “Seller is not responding” — if there is no reply | Screenshot of your request in the chat | The seller sends the code in the order chat |
Until the “Delivery within” timer has run out, ask the seller in the chat when the account will be ready. Such questions are not handled in tickets.
How to create a ticket
- Open the order page — in your profile, in the “My orders” section.
- Click “Create ticket”. The request window opens. If there is already a ticket for this order, you will see “Go to created request” instead of the button.
- Choose a topic in the “Select the issue topic” field — the one given in the table.
- Describe the situation in the “Describe the problem” field: what happened, when, and what you have already done.
- Add files in “Attachments” — up to 4 images in PNG or JPEG format.
- Click “Send request”. The ticket will be created. You can open it from the order page with the “Go to created request” button.
Ticket rules
- “We only review cases where the seller violates the terms of the public offer”.
- Questions like “Where is my account?” are not handled — ask the seller about them.
- One ticket is created for one order.
- You write the first message when you create the ticket. You can write the next ones only after support replies.
- The average response time is 1–3 days.
Important. A few minutes after you create a ticket, you may get an automatic reply in English. This is not a reply from a manager — wait for support to respond.
When to contact support and what to attach
Create a ticket if:
- the delivery timer has run out, and the seller hasn't handed over the details and doesn't reply;
- the details don't work, and the seller hasn't fixed it in the chat;
- the account doesn't match the description, and the seller doesn't offer a solution;
- the account has been blocked, or the previous owner has regained access;
- the seller is not responding.
What to attach:
- screenshots of the sign-in error, the ban or the mismatch with the description;
- e-mails from the game or the platform;
- the date and time the problem occurred;
- proof that you changed the password, email and 2FA;
- the sign-in history, if available.
If the order already has the “completed” status, the chat with the seller is closed. Click “Create ticket” in the “Have a question or issue after completion?” line. Make a warranty claim no later than 72 hours after the incident.
Where the money is returned
You can get a refund for an order through a ticket within 14 days; support makes the decision. The money is returned to your site balance as cashback — 100 % of the amount, with no expiry date, including the cashback you used when paying. The cost of the lifetime warranty (+15 %) is not refunded. A refund to your card is possible if support decides so.
Important. Don't click “Confirm receipt” until the problem is solved. After confirmation, the deal is completed and the money goes to the seller.
FAQ
I got a reply in English within a few minutes. Is that it?
No, that is an automatic reply. A manager will reply separately; the average response time is 1–3 days.
Why can't I send another message to the ticket?
After you create a ticket, you can write further messages only after support replies.
Can I create several tickets for one order?
No. One ticket — one order. If there is already a ticket, click “Go to created request”.
The chat with the seller is closed. How do I contact them?
The chat closes once the order is “completed”. Support can reopen it — create a ticket.
Where will the money be returned?
To your site balance, as cashback for 100 % of the amount, with no expiry date. To your card — if support decides so.