Something wrong with your order?
If the order is late, cancel it for a refund. If it was delivered but is wrong, raise a dispute while you check it, or contact support after.
Talk to the seller in the order chat
Most problems are fixed fastest by the seller. Say clearly what’s wrong and add screenshots. Keep everything in the order chat: it’s what our team reads if a dispute is needed.
| Problem | What to send |
|---|---|
| Not delivered yet | Ask for an update and check the delivery details you gave at checkout. |
| Wrong amount or item | What arrived, what’s missing, and a screenshot of your inventory or balance. |
| Account login doesn’t work | The error message or a screenshot of it. |
| Code doesn’t work | A screenshot of the redemption error. |
| Top-up didn’t arrive | Your account or character ID again, so the seller can check. |
If the order wasn’t delivered
Every order has a guaranteed delivery time, shown on the order page. If it passes and the seller hasn’t delivered or replied, select Cancel & refund. We notify you when it becomes available.
If the seller replied but still hasn’t delivered, select Contact seller and choose Order was not received. The seller then has a set time to deliver. If nothing arrives, you can cancel the order for a refund.
Full steps: Cancelling an order the seller didn’t deliver.
If the order was delivered but something’s wrong
While you’re checking the order, raise a dispute from the order page:
- Select Dispute on the order page.
- Choose the reason, describe the problem and add screenshots.
- Upload your proof in the dispute’s private section.
- Watch the order page for the seller’s reply or offer.
Instant-delivery accounts and gift cards work differently: select Contact seller first. The seller gets time to fix it, and the order page shows when you can raise a dispute.
| Product type | Seller's time to respond to a dispute |
|---|---|
| Accounts | 12 hours |
| Currency | 2 hours |
| Items | 2 hours |
| Top-ups | 12 hours |
| Keys | 12 hours |
| Gift cards | 12 hours |
For instant-delivery accounts and gift cards, the buyer contacts the seller first: the seller has 12 hours to fix it before the buyer can raise a dispute. For everything else, the buyer can raise a dispute straight away.
The buyer has 12 hours to upload proof, and the seller's proof is due by the deadline above. PlayerBay decides within 72 hours. When the seller makes an offer, the buyer has 24 hours to accept or decline it. A buyer can open a dispute on the same order up to 2 times.
Full details: How disputes work.
If the order is already received
You can’t raise a dispute yourself, but the order is still protected until the date on the order page. Use Contact support and our team will review it and open a dispute for you if needed. After protection ends, contact support and our team will review the order.
