For a card decline
Check the entered details and the exact reason displayed. Update a saved method in Profile if it has changed. Another card or a method offered in that checkout may be available. PayPal is not currently accepted.
Do not repeat an order simply because a pending payment has not supplied access yet. Check the receiving account, receipt and subscription sync with our paid-access steps.
For a purchased G2A key
Our payment guidance describes keys for Dream Coins or an annual subscription. These are purchased entitlements, not the same as discounts or referral rewards.
- Inspect the named product, region and eligibility.
- Use the account that should receive it.
- Open Redeem Code in Profile.
- Submit the key and read the result.
- Keep the order reference for a missing entitlement.
Coin-key redemption requires active subscription access. Keep the full unused key out of public messages.
For an unfamiliar or larger charge
Match the amount, currency, date and reference to the receipt. Annual Standard is one upfront yearly payment rather than the smaller monthly equivalent displayed with that plan.
Use the merchant name presented by the selected checkout and matching receipt. Different payment methods should not be assumed to share one statement descriptor. Contact billing support about a charge you cannot identify.
For a support investigation
Include the account, product, purchase time and receipt or order reference. For a key, distinguish rejection from acceptance without the expected credit. Omit complete card details, passwords and authentication codes.
A transaction check does not itself cancel renewal or approve a purchase refund. Complete the separate process when you want that outcome.