My Orders and Payments

Can I get a refund?

You can get a refund only if the key you purchased has not been redeemed on the respective platform. If the product you require a refund for is a bundle, then all keys in the bundle must not be redeemed. For more detailed information, please check our Terms & Conditions.

Paypal is not available in the payment methods

Unfortunately, we currently have a technical problem with Paypal. This is why we invite you to make your payment by bank card or Paysafecard instead of Paypal. And if you can't we invite you to try again later. Our teams will resolve this problem as quickly as possible.

My order has been created. What does its status mean?

Each status indicates a different state of an order:

  • Processing - Is paid and about to be completed. This usually takes up to 15 minutes.
  • Processing:Pre Order - As above, except the order will be completed around the game’s release date, as stated on the product page.
  • On hold - The dispatch has been held. You should find more details in our message - see your tickets in the Customer Support tab.
  • Complete - Order has been processed, and the item is already delivered (or will be shortly - see product description).
  • Closed - Order refunded by an administrator.
  • Banned - Order has been blocked due to safety reasons. Contacting our Customer Support is highly advised.

Why is my order delayed - On hold?

Dispatching an order should take no more than 15 minutes after completing it. However, there are many possibilities for a delayed order, ranging from technical issues to security reasons. Regardless, your first step should always be to check the order status in the “My Orders” section on the Profile Page and act in accordance with what the aforementioned status says.

Payment accepted, purchase not received

All your purchases are located in the “My Orders” section on the Profile Page, as we provide access to digital downloads only. Also one of the games purchased might have been a pre-order, or an offer that was temporarily out of stock at the time of the purchase. Before contacting us please check the release date to make sure it wasn’t a pre-order.

Performance issues with games

As we don't develop the software we sell, we cannot take responsibility for performance issues you may experience even if your system meets the requirements. Please contact the developer. Also always be sure to check the minimum requirements listed on the product's description page in the System Requirements tab, as we are not responsible if you buy a game, whose minimum requirements are not covered by your computer.

What does it mean that the game is EU, US, CA, EMEA, LATAM, etc.?

These abbreviations indicate regional restrictions for the offer. EU stands for Europe; US for the United States; CA for Canada; EMEA for Europe, Middle East, and Africa; LATAM for Latin America. Products labeled with those can only be activated in the specified regions. ‘Global’ products can be activated anywhere in the world. In addition, you will find the details regarding any restrictions in the description of the product.

Is it possible to use this key and play this game in my country?

Every product page includes a detailed description including language, regional, or platform restrictions. Please, refer to the description for more information. If the information is unavailable, feel free to create a ticket with the inquiry. Always remember to check the notice in the product page, as the most important information is displayed there.

When can I expect my pre-order to be delivered?

You can rest assured that the activation key will be delivered no later than the release day. Please, keep in mind that there may be embargos or other rules in place preventing the distribution of the products before the release date. Release dates tend to differ based on the region. YUPLAY follows the EU release dates for all products.

I didn't receive the email confirmation for my order. What happened?

Please, make sure that you used the correct email address for your purchase and check your spam folder.

I don‘t like the game anymore. Can I return it?

Unfortunately, once you redeem the key it is not possible to return the product and receive a refund for the purchase. We have no ability to make the key valid again and sell it to another customer.

Can I cancel my pre-order?

In accordance with our Terms and Conditions, any pre-order can be canceled anytime up to 3 days prior to the date of the game release (unless any activation key associated with the product is released in advance). Refund requests filed within the last 3 days may not be accepted.