If your payment appears completed but your order has not been delivered, this usually means that the transaction has not been successfully confirmed by the payment provider.

In some cases, certain payment methods may take longer to confirm transactions on their side. Until the payment provider sends the confirmation to our system, the order cannot be created or processed automatically.

Another common reason is that the payment provider's fraud prevention system may block or refuse the transaction. Even if you see a temporary charge or authorization on your card, the payment may still be declined or not finalized by the provider.

Please note that if the transaction never reaches our system, we are unfortunately unable to speed up or intervene in the process.

To resolve this issue, you should contact the customer support of the payment method you used (your bank, card issuer, or payment provider). They will be able to verify the status of the transaction and assist you further.

If your payment is not accepted during checkout, please first make sure that all payment details are entered correctly. This includes information such as your billing address, card number, expiration date, CVV, and other required details.

Even small mistakes may cause the payment to be declined.

If all information is correct but the payment is still not accepted, the transaction may have been blocked by the payment provider’s security or fraud prevention system.

Unfortunately, these decisions are made directly by the payment provider and we are not able to override or change them.

In this case, we recommend trying a different payment method.

If you would like to request a refund, please open a support ticket and clearly explain the reason for your request. Our support team will review your case and assist you accordingly.

Refund processing times may vary depending on the payment method used and typically take 1–10 business days after approval.

Please note that digital products cannot be refunded once they have been delivered. Due to the nature of digital goods such as gift cards, game codes, and top-up services, all sales are considered final after delivery.

If your order has not been delivered yet, our team will review the situation and inform you about the available options.

If the key you purchased is not working, please first make sure that you have checked the product description carefully. Many issues occur when the key is purchased for the wrong platform, region, or product version.

Please verify the following:

• Make sure the key matches the correct platform (Steam, PlayStation, Xbox, etc.)

• Check that the region restrictions match your account

• Follow the instructions in the “How can I use?” section on the product page

If you have verified these steps and the key still does not work, please open a support ticket.

When contacting support, you must provide a full screenshot of the error message, clearly showing the activation window and the error. The screenshot must be uncropped and unedited so our team can properly investigate the issue.

If you received the wrong product or the delivered amount is different from what you purchased, please contact our support team.

When opening a support ticket, please provide:

• A full, uncropped screenshot showing the product you received

• Your order number

• If your order contains multiple items, the name and type of the product that has the issue

Once we receive this information, our team will review the case and resolve the issue as quickly as possible.

Most orders are delivered within 1–30 minutes after the payment is confirmed. However, during busy periods delivery may rarely take longer than usual.

In some cases, delivery may also be delayed due to missing or incorrect information provided by the buyer. Our team may have created a support request related to your order if additional information or action is required.

Please make sure to check your order details and any support requests related to your order before contacting support.

If your order has not been delivered and there are no support requests related to your order, please open a support ticket including your order number, and our team will review the issue.

If you did not receive the verification email after registering, please check the following:

• Check your Spam / Junk folder

• Make sure you entered your email address correctly

• Wait a few minutes as email delivery may sometimes be delayed

If you still cannot find the email, please try registering again using a different email address.

If the issue continues, you can open a support ticket and our team will assist you.

We are sorry to hear that you would like to delete your account. If there is anything we can help you with, we would be happy to assist.

However, if your decision is final, you can request account deletion by opening a support ticket under this category.

Our team will review your request and guide you through the account deletion process.

If you believe someone has accessed your account and made a purchase without your permission, please take the following steps immediately:

• If the payment method used belongs to you, contact your payment provider or bank and disable online transactions immediately

• Change your account password

• Change the password of your email account associated with your Lotkeys account

After securing your accounts, please open a support ticket and explain the situation in detail.

Our team will review the case, start an investigation, and take the necessary actions. We will also assist you if any additional help is required.

If you cannot find the appropriate category or guidance related to your issue, you can contact our support team by opening a support ticket.

Our support team is available 24/7 and will do their best to assist you as quickly as possible.

Please provide as much detail as possible about your issue so we can help you more efficiently.