# Xsolla lack of communication

**URL:** <https://forums.snapshotgames.com/t/xsolla-lack-of-communication/7170>\
**Category:** Bug Discussion\
**Created:** [December 13, 2019, 8:07pm UTC](https://forums.snapshotgames.com/t/xsolla-lack-of-communication/7170 "2019-12-13T20:07:00Z")\
**Posts on this page:** 7\
**Page:** 1

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**Author:** ![Evolana](https://avatars.discourse-cdn.com/v4/letter/e/74df32/32.png) [@Evolana](https://forums.snapshotgames.com/u/Evolana)\
**Post date:** [December 13, 2019, 8:07pm UTC](https://forums.snapshotgames.com/t/xsolla-lack-of-communication/7170/1 "2019-12-13T20:07:00Z")

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I paid for phoenix point through Xsolla on the 7th of december, the 7th! any time i click the link in the email they sent me I get an error…whenever I contact customer support its an automated response. Ive been disconnected on. told I abandoned chat and it will be closed and also told its “been sent to tech support” long story short, they got my money and I STILL dont have the game. To top it all of i have not received a single email explaining what is even going on and am told I am “ineligible” for a refund.

Can ANYONE help out here? i just wanted to play a damn game

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**Author:** ![Kings\_Rook](https://yyz2.discourse-cdn.com/flex036/user_avatar/forums.snapshotgames.com/kings_rook/32/942_2.png) [@Kings\_Rook](https://forums.snapshotgames.com/u/Kings_Rook)\
**Post date:** [December 13, 2019, 8:14pm UTC](https://forums.snapshotgames.com/t/xsolla-lack-of-communication/7170/2 "2019-12-13T20:14:06Z")

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Did you get a key to redeem? If so, you need to redeem it in the Epic Games Store

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**Author:** ![Evolana](https://avatars.discourse-cdn.com/v4/letter/e/74df32/32.png) [@Evolana](https://forums.snapshotgames.com/u/Evolana)\
**Post date:** [December 13, 2019, 8:16pm UTC](https://forums.snapshotgames.com/t/xsolla-lack-of-communication/7170/3 "2019-12-13T20:16:25Z")

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nope, the email i got told me to click a link to get to the phoenix point in game store and when i click it, i get Something went wrong Error code: 1000-0003

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**Author:** ![Kings\_Rook](https://yyz2.discourse-cdn.com/flex036/user_avatar/forums.snapshotgames.com/kings_rook/32/942_2.png) [@Kings\_Rook](https://forums.snapshotgames.com/u/Kings_Rook)\
**Post date:** [December 13, 2019, 8:19pm UTC](https://forums.snapshotgames.com/t/xsolla-lack-of-communication/7170/4 "2019-12-13T20:19:15Z")

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not sure what the issue is then. You should have a 20 digit alphanumeric key to redeem in the EGS

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**Author:** ![Evolana](https://avatars.discourse-cdn.com/v4/letter/e/74df32/32.png) [@Evolana](https://forums.snapshotgames.com/u/Evolana)\
**Post date:** [December 13, 2019, 8:21pm UTC](https://forums.snapshotgames.com/t/xsolla-lack-of-communication/7170/5 "2019-12-13T20:21:44Z")

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i went to gamestop and used the xsolla on my phone to pay for the game because their debit card verification wasn’t working for me. basically it loaded the money on to xsolla and you buy phoenix point from there… but i cant even get to the point where i buy the game so they wouldnt of sent me the key yet because the actual purchase of the game has not been completed. at least thats my speculation

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**Author:** ![UnstableVoltage](https://yyz2.discourse-cdn.com/flex036/user_avatar/forums.snapshotgames.com/unstablevoltage/32/5_2.png) [@UnstableVoltage](https://forums.snapshotgames.com/u/UnstableVoltage)\
**Post date:** [December 13, 2019, 9:32pm UTC](https://forums.snapshotgames.com/t/xsolla-lack-of-communication/7170/6 "2019-12-13T21:32:21Z")

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HI there,

I’ve just checked your forum registered email address against the Xsolla system. All it is showing is a $0.02 transaction (which is normally done to check the payment as an anti-fraud measure), but this is also showing as refunded. There’s no current valid purchase for you on Xsolla’s system

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**Author:** ![Evolana](https://avatars.discourse-cdn.com/v4/letter/e/74df32/32.png) [@Evolana](https://forums.snapshotgames.com/u/Evolana)\
**Post date:** [December 13, 2019, 11:28pm UTC](https://forums.snapshotgames.com/t/xsolla-lack-of-communication/7170/7 "2019-12-13T23:28:35Z")

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I can provide a transaction number, or a screenshot of the email if that would help. I also still have the game stop receipt