If the Gift Never Arrived
If there are no notifications in Account Management on the portal of the game within 24 hours from the moment of payment for the gift package, create a ticket on the Player Support webpage. When creating a ticket, select the “Payments, Codes, and Premium Shop” category, then the “Gifts” subcategory, and then follow the instructions on the page.
If you were purchasing for yourself
- The email address to which the gift has been sent;
- The payment method;
- The date and time of the payment;
- The payment amount;
- A scan/photo of the receipt or wallet report/statement screenshot as proof of payment.
If you were purchasing for a friend
- The ticket must include the following information:
- The nickname of the account to which the gift was mistakenly credited;
- The email address (login) used to make the purchase;
- The payment method;
- A scan/photo of the receipt or wallet report/statement screenshot as proof of payment.
If the Gift Arrived on a Different Account
Create a ticket on the Player Support webpage. When creating a ticket, select the “Payments” category, then the “Transfers and Gifts-related Issues” subcategory, then “I Sent a Gift to the Wrong Player”. The ticket must include the following information:
- The date of the payment;
- The gift value;
- The payment method;
- A scan/photo of the receipt or wallet report/statement screenshot as proof of payment;
- The nickname of the account to which the gift was mistakenly credited;
- The nickname of the account to which the gift should be transferred.
The gift will be transferred to the intended account from the wrong one only if there is a full amount of donated funds in the wrong account. The vehicles sent as a gift must have not been played.