#1 I have made a purchase and received a code, what do I do now ?
After receiving a code you will have to fill out a form in the "Submit Your Order" box. All you have to do is type the name of the product that you have bought in the "Product Name" field and type the code that you've received in the "Redeem Code" field. Providing your email is completely optional, if you choose to do so we will notify you when your order is ready via email, if you choose not to provide an email all you have to do is track your order in the "Receive Your Order" form.
#2 When and how will I receive my order ?
Delivery times are as indicated on the product page, generally:
For game accounts, delivery is completed within 2 hours.
For subscription accounts, delivery is completed within 24 hours.
You can track your order in the "Receive Your Order" form, there you will find your account credentials.
#3 How do I open a ticket on Kinguin ?
If you have issues or questions regarding your order you can report it here:
https://www.kinguin.net/app/dashboard/createreport
Alternatively you can open a ticket here:
https://support.kinguin.net/requests/new
If you receive a refund for the order, you can get one in either Kinguin Balance or the original payment method, depending on your choice. Alternatively you may ask for a replacement.
#4 What to do after receiving an account
After account delivery, we recommend that you take these steps in order to secure it:
Set up 2FA;
Change the password;
Access the mailbox that was provided and change the credentials;
#5 What do the different order statuses mean ?
Pending - We've not yet received/accepted your order.
Processing - That means that your order has been received, at this point you should expect your account to be delivered within the specified timeframe.
Completed - Your order has been completed, you should see your account details in the "Order Notes" tab.
Canceled - Your order cannot be fulfilled and has been canceled. Please open a ticket on Kinguin's Resolution Center.
#6 I have a question, where do I contact you ?
You can contact us via the Kinguin's resolution center, see #3.
#7 Risks that may affect account validity
Certain actions may lead to accounts getting suspended, such as, generally:
Steam Accounts - do not add any cards or make any purchases for at least 90 days, Steam will suspend your account immediately if you do so.
Subscription Accounts - do not change account region, by doing so you risk the account getting suspended.
If account region is changed or purchase was made on the account, you will not be eligible for a refund.
#8 Return policy
Game accounts - credentials must be either original or restored to such, additionally there cannot be any playtime.
Subscription accounts - once delivered, subscription accounts cannot be returned due to already running subscription time, if account was not delivered, order can be cancelled/returned.
#9 How personal data is processed
We do not collect any personal data from you, you can choose to provide us your email address so we can send you an email when your account is delivered, however this choice is completely optional.
#10 How to track an order status
You can track your order via the "Receive Your Order" tab, just input your redeem code (e.g. KNG-XX-XXXXXXXX) in to the "Redeem Your Code" tab and press "Track Order", there you will see all of the information associated with your order.
#11 How to cancel my order
If you wish to cancel the order, please open a ticket on Kinguin.
If you have not submitted the redeem code, please refrain from doing so and contact us via the Kinguin's ticketing system.
If you have submitted the code, but it has not been delivered yet, you can still contact us via the ticketing system and we may be able to provide you with a refund.
If account was already delivered:
Game accounts can be returned, as long as the original credentials are not changed and there is no playtime on the account.
Subscription accounts cannot be returned, as the subscription time has already started.