What is Xsolla Wallet?
Xsolla Wallet is a safe and reliable solution provided by our payment partner, Xsolla. It will allow you to manage your game subscriptions, purchases, and payments securely. You can find more information on the Xsolla support page.
What does a payment status mean?
Successful - a transaction has been completed.
Processing - a transaction has not been completed yet, contact Xsolla for more details.
Failed - a transaction processing resulted in an error, contact Xsolla to clarify the issue.
Refunded – a transaction has been canceled or refunded, contact Xsolla for assistance.
How to request a refund?
Before requesting a refund, please check the refund policy applicable to the purchase. Log into your Xsolla Wallet and submit a refund request from the Purchases section. Simply click on the payment details and fill out a refund request form. Please note that you can submit a refund request only if your payment is in the Successful status.
How to contact Xsolla support?
If you come across any billing-related questions, you can contact support online in a chat or a messenger right in your Xsolla Wallet. Click on the cat icon in the lower-right corner of your Xsolla Wallet, you will see a drop-down menu with options for contacting support.
Another option is to submit a ticket. In your Xsolla Wallet, proceed to the FAQ section in the sidebar, click on the envelope icon at the top of the page, and describe your issue. You can also submit a ticket on the help.xsolla.com website.