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Frequently asked questions

Products

Where can I find the game key I purchased?

I’m getting an error when trying to activate my key - what should I do?

Why did I receive a link instead of a key?

How can I check if the key works in my region?

What should I do if I'm experiencing technical issues with my product after activation?

How do I activate the game I bought?

See all 13 articles

Orders

Where can I find my current and past orders?

I pre-ordered a game but haven’t received the key - what now?

Will I receive any pre-order bonuses?

What do the different order statuses mean?

My order has been processing for a long time - is this normal?

How do I cancel an order?

See all 11 articles

Verification

Why is identity verification required?

What should a valid ID document for verification look like?

How should the SMS verification be completed?

How to verify my location if requested?

How do I confirm my PayPal account for verification?

Activation Guides

Nintendo Switch

Origin / EA App

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Refunds & Returns

I bought the wrong product - can I get a refund?

I no longer want the game - can I return it?

How long does it take to receive a refund?

My payment went through but the order was canceled - what now?

Payment Issues

Why was my payment method blocked?

My payment failed - what steps should I take?

When can I expect to receive my refund?

Can I get an invoice for my purchase?

What is pre-authorization?

What should I do if my card is declined during pre-authorization?

Guest Checkout

I bought the wrong item as a guest - can I return it?

If I create an account, will my guest purchase show up there?

How do I view my product again after purchase?

Will my product be sent to my email?

How can I report a problem with a guest checkout order?

Can I use guest checkout if I already have an account?

See all 8 articles

Account

Do I need an account to buy a game key?

I forgot my password - how can I reset it?

How can I change the email linked to my account?

How can I delete my account?

SealPass subscription

What is SealPass?

How can I activate my SealPass subscription?

What payment methods are available to unlock the SealPass subscription?

What happens if my payment fails?

Can I use a SealPass subscription as a reseller?

What does it mean I will get access to limited deals and sale events as one of the SealPass benefits?

See all 17 articles

Other Questions

Where can I report a bug or suggest new features?

How can I get in touch with customer support?

How do I take a screenshot to report an issue?

I have a business proposal - who can I contact?

I want to leave a review - where and how can I do that?

Lifetime Guarantee

What is Lifetime Guarantee?

What does “lifetime” mean?

What does it protect me against?

What do I get if something goes wrong?

What are examples of covered issues?

What is not covered?

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Direct Top-up

What Is a Direct Top-Up?

Order Shows “Completed”, but Nothing Received

Order Stuck on “Processing” or “Wait Send”

Wrong UID / Wrong Server Entered

Partial Amount Received

Top-Up Automatically Failed or Refunded

See all 10 articles