Cancel Xsolla: Easy Method

What is Xsolla

Overview

Xsolla is a payments and commerce platform for digital games and related services. It provides payment processing, subscription management, and storefront tools for developers and publishers.

Services

Xsolla acts as a payment intermediary and wallet provider, handling transactions, subscriptions, pre-orders and refunds for participating games and publishers.

When purchases route through Xsolla you often interact with their Wallet, support, or publisher portals rather than a traditional retail store.

How to cancel Xsolla

Cancel via App Store or Google Play

• If your receipt shows Apple (App Store) or Google Play as the payment processor, cancel through that platform, not Xsolla.
• Use Apple or Google subscription management or contact their support for cancellation and refunds.
• See Xsolla guidance: How can I cancel my subscription?

Cancel via Xsolla Wallet (web)

• Log into your Xsolla Wallet account on the web.
• Open the "Subscriptions" section and locate the subscription to cancel.
• Follow the on-screen option to cancel or manage the subscription.
• For wallet-managed subscriptions see: Xsolla help - cancel subscription.

Cancel through the game account or publisher

• Some services (for example Epic Games or Ubisoft) require cancellations within the game account or publisher portal.
• If your purchase was routed by a publisher, sign into that publisher's account and follow their subscription/cancellation process.
• Contact the game publisher support if the cancellation option is not visible.

Cancel pre-orders (digital and physical)

• Digital pre-orders: Log into Xsolla Wallet, go to Purchases, and submit a refund or cancellation request.
• Physical pre-orders: Can only be cancelled before shipment; use the dedicated cancellation form provided by Xsolla.
• Guidance: Cancel a pre-order.

What happens when you cancel

Access and recurring charges

When you cancel a subscription, future renewals stop at the next billing date, but access until the end of the paid period typically remains.

If cancellation is done through Apple/Google, the platform controls the termination timing and access period.

Account data and records

Cancelling a subscription does not automatically delete your Xsolla Wallet or purchase history.

To request data deletion or privacy actions, follow the instructions in Xsolla's privacy policy or contact support.

Will I get a refund?

Refund policy summary

Xsolla's general refund policy provides a 14-day withdrawal period to inform them of cancellation and another 14 days to return products where applicable.

Refunds should be processed without undue delay and no later than 14 days after cancellation notice.

Official policy: Xsolla refund policy.

Exceptions and timeframes

• Refunds are allowed for undelivered software, duplicate purchases (if unredeemed), mistaken in‑game currency purchases (if unredeemed), first subscription renewals mistakenly charged within 48 hours, faulty products, or incorrect deliveries - subject to local law.
• Refunds may take up to 10 working days to appear, depending on payment method: processing times.
• If your purchase was via Apple or Google, refund rights and processes follow their platform policies, not Xsolla's.

Xsolla plans and pricing

Pricing overview

Xsolla does not publish fixed consumer prices for New Zealand; amounts vary by publisher, product and payment channel.

Developers set retail prices and Xsolla typically applies transaction-based fees.

How pricing is set

Publicly Xsolla mentions transaction-based pricing (for example 5% of transactions plus channel costs), but exact NZD fees are set by individual publishers.

If you are a publisher, see your Publisher Account for exact charges and channel costs.

Your consumer rights in New Zealand

Cooling-off and cancellation rights

New Zealand consumer law does not guarantee a blanket 14‑day automatic refund right for digital goods.

Xsolla's policy offering a 14‑day withdrawal period plus 14 days for returns may be more generous than local minimums.

Faulty, not delivered, or incorrect items

• If a product is faulty or not delivered, NZ consumer law entitles you to remedies such as repair, replacement or refund.
• Xsolla’s policy also allows refunds in these circumstances, consistent with your local rights.
• For platform purchases (Apple/Google) check the platforms’ consumer protections in addition to Xsolla’s policy.

Customer experiences

Positive feedback

Many users praise Xsolla's live chat and customer service for being fast, professional and helpful.

Several reports indicate quick refunds and good resolution of fraudulent charges via support channels.

Negative feedback

Common complaints include difficulty cancelling subscriptions, missing cancellation buttons, or interface bugs that complicate the process.

Other reports cite payment processing errors, delayed or ignored refund requests, and issues where purchases do not appear in the game.

Documentation checklist

What to gather before contacting support

• Purchase receipt or transaction ID showing Xsolla, Apple, Google or publisher as the processor.
• Date and amount of the transaction, and the email/account used for purchase.
• Order ID from Xsolla Wallet (if available) or screenshots of the purchase page.

Where to submit documents

• If paid via App Store/Google Play use the platform's support channels and provide their receipts.
• If paid via Xsolla Wallet, submit evidence through Xsolla support or the Wallet Purchases/Refund form.
• For pre-orders, use the dedicated pre-order cancellation or refund form linked in Xsolla help.

Common mistakes

Attempting cancellation in the wrong place

A frequent error is trying to cancel through Xsolla when the payment was processed by Apple or Google.

Always check the receipt to confirm which platform processed payment before starting cancellation.

Missing or incomplete receipts

Another common issue is not keeping the order ID or receipt. Without it, support response can be slower or require extra verification.

Also note that redeeming purchased in‑game currency may limit refund eligibility for some cases.

Comparative recap

Quick comparison

The table below summarizes key differences between managing subscriptions/refunds via Xsolla versus platform stores.

Notes on the comparison

Platform purchases follow the platform's rules; wallet and web purchases follow Xsolla's rules. Always check the payment processor on your receipt.

After cancelling

What to monitor

Check your bank or card statement for the refund; processing can take up to 10 working days depending on the payment method.

Keep confirmation emails and any support ticket numbers until the refund and access changes are resolved.

Useful links

• Xsolla - How can I cancel my subscription?
• Xsolla - Cancel a pre-order
• Xsolla - Refund policy
• Apple - Manage subscriptions
• Google Play - Manage subscriptions

Address

Primary mailing address for withdrawal notices

For formal withdrawal notices under Xsolla's policy, the U.S. headquarters address is commonly used:

15260 Ventura Boulevard, Suite 2230, Sherman Oaks, CA 91403, United States

Data protection and privacy contact

For data protection queries Xsolla references a Cyprus address in their Privacy Policy; consult the Privacy Policy or contact Xsolla support for the specific privacy office address.