Xsolla complaint?

Do you have a dispute or a bad customer experience with Xsolla? Report it through our website to maximize the chance of getting it resolved.

We help you write an effective complaint in minutes. Our AI models are trained on thousands of effective complaint letters. Then we push it through emails, social media, paper complaint letters and other tools at our disposal. And you are not alone: our helpful community is there for advice.

Xsolla handles buyer support through the Xsolla Help Center, linked in the contact details above, which has a ticket form, and through live chat once you sign in to an Xsolla Wallet account; the support email is support@xsolla.com. Have the transaction number from your purchase confirmation email, the email address used at checkout, the game, the date and the amount ready. For gameplay or account problems that have nothing to do with the payment, the game's own support is usually the better route.

Charge for a game you never played? Raise it here as well: we push your complaint to Xsolla by email, on social media and in printed letters.

Xsolla charged you because it sells games, in-game currency, items and subscriptions on behalf of game developers and publishers as merchant of record, so the payment carries its name instead of the game's. Xsolla's own examples of statement lines include Xsolla_Roblox, Xsolla Inc. and Xsolla*EFT, where the part after Xsolla usually points to the game. Adding a card can also show a small temporary authorization that is not charged.

To trace the charge, search your inbox for an Xsolla purchase confirmation with the same amount, and check the purchase history in the games played on your devices, including by children in your household. If nobody made the purchase, tell Xsolla through the Help Center and tell the bank that issued your card that it was not authorized.

To ask Xsolla for a refund, open a ticket in the Xsolla Help Center or use live chat in your Xsolla Wallet account, and give the transaction number, the email used at checkout, the game, the date and the amount. Explain what went wrong: an item or currency that never arrived, a double charge, or a purchase a child made without permission. Xsolla's end user license agreement sets the refund terms for these purchases, so keep the purchase confirmation, which names the company that sold it.

Refused a refund on a purchase a child made? We help you write the complaint in minutes through our complaint process, with the transaction, the dates and what was bought set out in order.

Nothing has been reported about Xsolla here yet. Our research shows what typically goes wrong at payment companies that sell games and in-game items: statement charges players cannot place, purchases made by children, currency or items that do not appear in the game, refund requests for digital goods that are turned down, and accounts locked after a payment dispute.

Bought currency that never showed up in your game? Be the first to report it: your case opens the record for the next Xsolla player who meets the same problem.

Your complaint gets its own public page on Complain.biz and we get to work: we bring it to the attention of Xsolla through emails, social media, paper complaint letters and other tools at our disposal.

And we stay with it after you file. Our trained AI opens a case file for you and keeps coaching: what to reply, when to push again, and how to escalate if nothing happens.

Yes. We have an active community of consumers, and complaints here are public: people who ran into the same problem with Xsolla can give you advice or back you up with their own story. A complaint with a community behind it is much harder to overlook.