Cancellation Xsolla: Easy Method

What is Xsolla

Company overview

Xsolla is a payment processing and game commerce platform focused on helping game developers sell and monetize games globally.

It offers payment gateways, storefront tools, and wallet/subscription management used by publishers and third-party platforms.

Services relevant to consumers

Consumers interact with Xsolla when buying digital goods, subscriptions, or using an Xsolla Wallet via a game publisher or platform.

Xsolla itself may process payments or act as the gateway; some subscriptions are instead managed by platform stores (Apple/Google).

How to cancel Xsolla

Cancel via App Store (iOS)

If your purchase was billed through Apple, Xsolla cannot cancel the subscription for you.

• Open the App Store on your iPhone or iPad.
• Tap your profile, then Subscriptions, and cancel the relevant subscription in Apple’s settings.

Cancel via Google Play (Android)

If your purchase was billed through Google Play, Xsolla cannot cancel the subscription for you.

• Open the Google Play Store app, tap your profile, then Payments & subscriptions → Subscriptions.
• Select the subscription and choose Cancel subscription in Google Play’s interface.

Cancel via Web / Xsolla Wallet or Publisher

For subscriptions managed directly by Xsolla or a publisher, use the Xsolla Wallet or contact support.

• Sign into your Xsolla Wallet and go to Purchases or Subscriptions to cancel where available.
• If you cannot cancel in the Wallet, contact Xsolla Customer Support via live chat or ticket to request cancellation.
• For software subscriptions billed by Xsolla directly, cancel at least one day before the next billing date to avoid the next charge.

What happens when you cancel

Access after cancellation

Access to services after cancellation depends on the publisher and billing method.

Some subscriptions remain active until the end of the paid period; others may end immediately if specified by the publisher.

Renewal and billing

Cancelling prevents future renewals but does not guarantee automatic refunds for the current billing period.

For platform-billed subscriptions (Apple/Google), you may still have access until the Apple/Google period ends.

Data and account handling

Cancelling payments does not automatically delete your game or Wallet account or any in-game content tied to your account.

Contact the game publisher for data deletion or account-related requests linked to game services.

Will I get a refund?

Xsolla refund policy basics

Refund eligibility depends on whether the purchase was digital or physical and who billed the purchase.

See Xsolla’s published refund rules for specific conditions and timelines.

Common refund conditions and exceptions

• Digital purchases: generally must request a refund within 48 hours of purchase for routine eligibility; after that, refunds are granted only for specific exceptions.
• Physical products: Xsolla’s Moderate Refund Policy provides a 14‑day notification window after receipt and an additional 14 days to return items when eligible.
• Software/digital goods: refunds may be allowed for not received items, duplicate purchases, or renewals occurring within short windows; delivery/downloaded software charges are typically non‑refundable once download begins.

How to request a refund

Submit refund requests from your Xsolla Wallet Purchases section or contact Xsolla support via live chat or ticket.

Average response times: live chat often ~1 minute; ticket responses around ~10 hours per Xsolla help information.

Official refund help: Xsolla Refund Help

Refund policy details: Xsolla Moderate Refund Policy

EULA conditions: Xsolla EULA

Xsolla plans and pricing

How Xsolla charges

Xsolla typically operates on a revenue-share model rather than public flat-rate consumer plans.

Publishers may set regional price overrides for items; otherwise prices are derived from USD defaults and exchange rates.

Where to find official pricing

Do not rely on third-party estimates for fees or SGD pricing. Check Xsolla’s official pages for the latest information.

Official pricing information: Xsolla Pricing

Developer pricing policy: Xsolla Developer Pricing Policy

Your consumer rights in Singapore

General protection

Singapore’s Consumer Protection (Fair Trading) Act protects against unfair trading practices but does not create a universal cooling-off period for online purchases from overseas platforms.

Refund and return rights are primarily determined by the seller’s stated policies and the contract terms.

Escalation and local help

If you suspect unfair practices, you can escalate complaints to local consumer bodies such as the Consumers Association of Singapore (CASE).

For defective physical goods, local remedies may apply; for digital goods sold by overseas platforms, remedies are limited to published policies or voluntary remedies by the seller.

Customer experiences

Positive feedback

Some users praise Xsolla’s customer support for quick live chat responses and timely resolutions for certain issues.

Trustpilot contains examples of support resolving problems within minutes or hours for some customers.

See user reviews: Trustpilot - Xsolla reviews

Negative feedback

Other users report difficulty obtaining refunds for minors, delays, poor communication, or unresolved unauthorized charges.

Sitejabber and some review posts describe cases of unresponsive support or trouble cancelling subscriptions when receipts or publisher details are missing.

See Sitejabber feedback: Sitejabber - Xsolla reviews

Documentation checklist

Essential documents to gather

• Purchase receipt or order ID (from publisher, App Store, Google Play, or Xsolla Wallet).
• Payment method details (card, PayPal, or platform account used for the charge).
• Account username or email associated with the purchase and the game/publisher.

Optional supporting items

• Screenshots of billing statements or in-app subscription pages showing the charge.
• Correspondence with the publisher or platform regarding the purchase or cancellation attempts.
• Any evidence of unauthorized use (for fraud claims) such as parental control logs or device access history.

Common mistakes

Assuming Xsolla can cancel platform subscriptions

A frequent error is expecting Xsolla to cancel subscriptions billed through Apple or Google. Those must be cancelled in the respective store settings.

Attempting to cancel via Xsolla when the store controls billing delays resolution.

Missing documentation and late requests

Another common mistake is contacting support without the order ID or receipt, which slows verification and refund decisions.

Waiting past short refund windows (e.g., 48 hours for routine digital requests) reduces the chance of a standard refund.

Comparative recap

Summary of cancellation paths

After cancelling

Follow-up steps

Keep copies of cancellation confirmations, order IDs, and any chat or ticket reference numbers for future disputes.

If charges continue after cancellation, contact your payment provider to dispute the charge and notify Xsolla support.

Helpful official links

Request refunds or learn more at Xsolla’s help pages: Refund My Digital Purchase

Read Xsolla’s policy and terms: Moderate Refund Policy - EULA

Check pricing and developer guidance: Xsolla Pricing - Developer Pricing Policy

Address

Official Singapore address

Xsolla Singapore Pte. Ltd.

6 Eu Tong Sen Street, #10‑15, The Central, Singapore 059817

Contact note

For account-specific issues, use the in-product support or the official Xsolla support channels linked above rather than visiting the address for immediate help.

Keep any postal correspondence limited to formal legal or business matters; support and refunds are handled digitally.