Concerned about an unknown charge?

We understand that seeing a charge you don’t recognize can be worrying. In many cases, however, there is a simple explanation.

Common reasons for unknown charges :

• You may have made the purchase and not remember it

• A family member (child, partner, etc.) may have used your device or account

• The payment description may look unfamiliar depending on your provider

• In rarer cases, it could be related to unauthorized access.

What should you check first?

Before contacting support, please verify the following:

• Your in-game purchase history (Servicepoint on web)

• Your purchase history on your payment platform (Google Play, Apple App Store, Amazon, PayPal Or your payment provider)

• Your account access : make sure no one else has access to your account or device

Information needed for investigation :

To help us assist you quickly and efficiently, please provide:

• Payment ID / Order number / Transaction ID

• Date and amount of the charge

• A screenshot of the receipt (if available)

What will support do?

Once we receive your request, we will:

• Locate the transaction

• Confirm what was purchased

• Check when and how the purchase was made

• If needed, we can also investigate possible unauthorized access, including login activity.

Important information about refunds

Refunds are only possible if:

• The purchase is confirmed as unauthorized, or

• The purchased content has not been used

If the purchase was made from your account or device, it is usually considered authorized.

How to prevent future issues

• Keep your login details secure

• Do not share your account information

• Be cautious when using shared devices