I can't make a payment

In this article, you can find solutions to the most frequent payment issues.

I get an error while making a payment

The errors you may get while purchasing goods are related to Xsolla, the payment provider that processes all payments in the game. Each error indicates a specific problem, for example:

  • Error 1018 indicates that you have exceeded the maximum number of available payment attempts.
  • Error 1019 indicates that the mobile carrier you entered is not supported. Select another payment method and try to make the purchase again.
  • Errors 1049 and 1092 indicate that your payment has been rejected for security reasons.
  • Error 3022 indicates there is a limit on your purchase amount. Try making a smaller purchase.
  • Error 3032 indicates a payment processing issue. Check your payment account for previous chargebacks.

You can find the full list of the most common Xsolla errors here.

Contact the Xsolla Support team to solve the issue. To reach them, use this link or click the cat icon in the bottom-right corner of the payment window.

payment_window.png

I have payment method issues

Xsolla controls all payment methods. If you cannot find your preferred payment method or have issues with it, contact the Xsolla Support team. To do it, follow this link or click the cat icon in the bottom-right corner of the payment window.

payment_window.png

The payment window doesn't load

If the payment window does not load, follow these steps:

  • Clear your browser cache. It will help your browser update all outdated or corrupted files. Select the tab with the name of your browser to get the instructions:
Google Chrome Safari Microsoft Edge Firefox Opera
1. Press Ctrl + Shift + Delete at the same time.
2. Select a time range. The preferred option is All time.
3. Make sure to check the Cached images and files box. You do not need to check other boxes.
4. Click Clear data.
  • Try disabling your AdBlock or other blocking plugins temporarily. Sometimes, even an antivirus can block payment windows by mistake.
Google Chrome Safari Microsoft Edge Firefox Opera
1. Go to Menu. It looks like three dots in the upper-right corner.
2. Select More tools.
3. In the dropdown menu, click Extensions.
4. Switch the toggle off near all the extensions.
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