My Orders and Payments
Why does my order have a “Review” status?
This means that your order has been held for an additional check due to security reasons. Don’t worry, it will not take more than 45 minutes, so you will get your key soon. You can also find more details in our message - see your tickets in the Customer Support tab.
We apologize if you are experiencing a delay as a result of this check, but you may rest assured that your key will be sent shortly. You will get a confirmation email as soon as your order is complete.
Why is my order delayed?
Usually dispatching an order should take no more than 15 minutes after completing it, but in some cases it can take up to 45 minutes. 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. We apologize if you are experiencing such a delay, but you may rest assured that your key will be sent shortly. You will get a confirmation email as soon as your order is complete.
Can I get a refund?
You can get a refund only if the key you purchased has not been revealed to you. This means that in your library under the product you purchased, there should be a button with text “SHOW KEY”. Otherwise, if the button shows the actual digital code/key then it has already been revealed to you and you are not entitled to a refund.
If the product you require a refund for is a bundle, then all keys in the bundle must not be revealed to you. For more detailed information, please check our Terms & Conditions.
NOTE: In case you paid for your order in YU Coins balance (no matter if partially or fully) then you can only get a refund in balance added to your account. No refund in money to your bank card is possible.
I paid with YU Coins balance, can I still get a refund?
Yes, you can, as long as you meet all the requirements needed for getting a refund. Only in this case, you will get a refund in balance added to your account. No refund in money to your bank card is possible.
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 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, except when the order is a “pre-order” and in this case it will be completed around the game’s release date, as stated on the product page.
- • Review - 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.
- • Refund - Order refunded by an administrator.
Payment accepted, activation key not received
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. Also your order might be put on “review” for a manual check from our Customer Support due to security reasons.
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.The product information related to the region of each game is based on your current location (country), determined by your IP. By clicking on the “?” symbol, you can also manually check the country that you want to verify to see if the product will work there. It can be helpful when buying while abroad, or when you're getting something for your friend who lives overseas.
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.
Payment accepted, order status still processing
First of all, please, check the release date of the game you purchased to make sure it wasn’t a pre-order. A “pre-order” allows you to place a reservation for a product prior to its scheduled release date. If that’s your case, you will receive the code on the day the game is officially available.All your purchased games are located in the “My Orders” section on the Profile Page, as we provide access to digital downloads only.