Xsolla helps businesses offer subscription services by managing everything from creating flexible plans, trials, and promotions to handling payments smoothly. They support over 1,000 local payment methods and take care of taxes, making it easier for companies to sell globally. Xsolla also helps prevent billing problems and fraud, while giving businesses tools to keep customers subscribed with automated billing and notifications. So if you see a charge from Xsolla, it's likely for a subscription service you're using that they manage behind the scenes.
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The cancellation process is straightforward for subscriptions managed directly through Xsolla's Wallet account, where users can manage and cancel their subscriptions easily. The complexity increases slightly if the subscription payment was processed by third-party services like Google Play or Apple Play, requiring cancellation through those platforms, but overall it is not difficult for most users.
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How to Cancel Xsolla: Step by Step
If you purchased through Xsolla Wallet:
- Log in to your Xsolla Wallet account.
- Click on the Subscriptions section.
- Find the subscription you wish to cancel.
- Click Cancel to initiate the cancellation.
- Follow any on-screen instructions to confirm the cancellation.
- If you encounter issues, contact Xsolla support for assistance.
If you purchased through Google Play:
- Sign in to the Google Account that has your subscriptions.
- Go to subscriptions in Google Play on your computer.
- For the subscription you want to cancel, click Manage.
- Click Cancel subscription.
- In the confirmation pop-up, select a reason and click Continue.
- Note: Uninstalling the app will not cancel the subscription.
If you purchased through Apple:
- Open the Settings app on your iPhone or iPad.
- Tap your name at the top, then tap Subscriptions.
- Locate the Xsolla subscription you want to cancel.
- Tap Cancel Subscription at the bottom.
- Follow any on-screen instructions.
Tips & Tricks for Canceling Xsolla
- Always pay subscriptions with PayPal to avoid the hassle of direct cancellation through Xsolla.
- Use the email tied to your Xsolla account to log in at wallet.xsolla.com and check the Purchases tab for an active subscription.
- If subscription doesn’t appear, add it manually using your transaction number or details from the purchase confirmation email.
- If subscription still doesn’t show or you can’t find it, open a support ticket with Xsolla providing your email and transaction details and request cancellation directly.
- Look for a “Non-renew” or similar option in the Purchases tab to stop auto-renewal if visible.
- If website or in-account cancellation options fail, escalate by messaging or emailing Xsolla customer support directly including all relevant transaction and account info.
- Keep records of all communications and transaction IDs for proof and reference during dispute or escalation.
- Consider timing your cancellation request closer to the renewal date but before the charge hits, to avoid extra billing.
- If all else fails, contact your bank or PayPal to block or dispute future charges from Xsolla.
- Community advice confirms some deliberate obstacles exist on the Xsolla platform to prevent cancellations; persistence and escalation are key.
Xsolla Customer Service Info
If you need assistance, here's how you can get in touch with Xsolla's support team.
Cancel Xsolla Script
Script
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Hello Xsolla Team,
I hope this message finds you well. I am writing to request the cancellation of my current subscription. Due to changes in my financial situation, I can no longer maintain this subscription.
I appreciate the services provided, but I need to prioritize my expenses at this time. Please confirm the cancellation at your earliest convenience.
Thank you for your understanding.
Best regards,
Frequently Asked Questions
Xsolla's subscription cancellation policy allows users to manage and cancel subscriptions via the Subscription section in their Xsolla Wallet Account. Most subscriptions automatically renew unless canceled, and cancellations can only be assisted by Xsolla if payments were processed through Xsolla itself; otherwise, users must contact the respective platform support like Google Play or Apple Play. For specific services such as Epic Games, Ubisoft, and LogicLike, cancellations must be done through their respective game accounts.
To cancel your subscription on Xsolla, you generally need to manage it through your Xsolla Wallet account, which implies logging in. Therefore, having your password is necessary to access your account settings and subscription section. If you cannot remember your password, you can reset it at the Xsolla password reset page: https://publisher.xsolla.com/resetting. If you encounter difficulties canceling your subscription, you can contact Xsolla support for help via chat or email within your Xsolla Wallet account.
- Difficulty in canceling subscriptions because users must deal directly with Xsolla and not the original game developers, creating confusion.
- Subscription management issues such as subscriptions not showing up when logging into Xsolla accounts, requiring manual addition from transaction details.
- Complicated refund and cancellation process leading to frustration among users.
- Erroneous in-game purchases where players accidentally buy items and seek refunds.
- Non-functioning products or services causing users to request refunds due to dissatisfaction or issues with gameplay features.
- Dissatisfaction with subscription content or recent changes prompting refund requests.
- Refunds requested within a limited timeframe (usually within 14 days) after purchase if the product or service hasn’t been used as expected.
- Need to contact customer support with purchase details to process cancellations or refunds, which some users find cumbersome.
With Xsolla, you can cancel your subscription at any time by contacting their customer support, but you must do so at least one day before the next billing cycle to avoid being charged for that period. Payments are nonrefundable, and there are no credits or refunds for partially used subscription periods. Also, if you request the software to be delivered or downloaded before the cancellation period ends, you forfeit the right to request a refund, so be aware of these timing restrictions and lack of refund flexibility.
Before cancelling a subscription, membership, or bill for Xsolla, it's important to know that most subscriptions are automatically charged regularly unless stated otherwise. You manage your subscriptions through your Xsolla Wallet Account, but if payment was done via other platforms like Google Play or Apple Pay, you must contact their support for cancellation. Upon cancellation, access to the purchased product or service is generally lost, and refunds are only granted under specific conditions, such as within 48 hours after the subscription charge if there are issues like software incompatibility. Refunds, if applicable, are processed back to the original payment method and can take up to 10 working days. Additionally, subscriptions tied to certain game accounts like Epic Games or Ubisoft must be cancelled directly from those accounts. Always ensure to notify Xsolla support clearly with your order details during cancellation.
- Email address used to create the Xsolla account
- Xsolla Wallet Account login credentials (if managing online)
- User ID associated with the subscription
- Subscription ID, Plan ID, or Plan name you wish to cancel
- Invoice ID or internal order number related to the charge
- Name of the service or game for which the subscription was made (to clarify the charge)
- Billing information or payment method details (if needed for verification)
- Receipt or proof of payment (for additional verification, if requested)
- Reason for cancellation (occasionally requested for customer support)
- Access to your registered email to complete confirmation if they reply or require a confirmation link
We've actually written a step by step guide on how to get a refund from Xsolla. Check it out!
The Easiest Way to Cancel Xsolla
If you’re frustrated trying to cancel your subscription, membership, or bill from Xsolla—or if you didn’t even realize you were being charged—Chargeback can help. Chargeback is a personal subscription manager that automatically detects hidden, recurring charges like Netflix, Hulu, and hundreds of others. With one click, we can cancel unwanted subscriptions, flag suspicious billing, and even initiate refund requests on your behalf. No more waiting on hold or navigating confusing help pages. Just connect your bank or email account, and we’ll take care of the rest.
Start reclaiming your money today with Chargeback
What Are Some Alternatives to Xsolla?
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Editorial Note: These articles reflect the opinions of Chargeback's writers. Everyone's situation is unique; therefore, it is important to conduct your own research and note that our self-help tools are not guaranteed to help with any specific problem.
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