Most of the time there will be no issues with any purchase you make, but occasionally you may find that you need our help. Unfortunate issues with your payments within the game should always and only be communicated privately with Customer Service. You should never reveal your banking and other sensitive data in public places such as Discord or Facebook.
In the majority of cases the bought items should be instantly delivered once a purchase has been confirmed, but should this not be the case please refresh your game and wait 10 minutes.
Should your payment not have been accepted please contact your provider.
There are many reasons why a payment can be rejected or declined. The most common are:
- If there has been a previous chargeback for your account and/or credit card in the past, you can’t use this payment option any longer
- You only have three trials to enter the right data
- There is a limit on the number of transactions made within 48 hours for payment through a credit card or direct debit
- Insufficient balance on the card
- International payments not authorised by the credit card company
- Some cards are not accepted by the credit card company (such as VISA Electron and VISA Gift Cards), so please try one of the other offered options
Our shop should instantly deliver the bought gold and items once the purchase has been confirmed. However, if they haven’t arrived once the payment has been successfully processed, first try reloading the game.
Should your gold or items still not be properly credited please contact Customer Service and provide the following details:.
- Game world and Avatar name
- Purchase type (eg, Gold package or special offer)
- Time and date of purchase
- Payment receipt, for example, a bank statement (not the payment confirmation that you have received from us by email)
- Other information (eg, error pop-ups and error codes)
Customer Service will then be able to investigate the issue further and make sure that you have received the correct amount of gold and any items.
You can contact Customer Service either from within the game using the “Support” option, or by clicking “Submit a Ticket” on https://support.rail-nation.com
You can cancel a purchase and obtain a refund within 14 days only if the gold and items bought are still available on the Avatar and haven’t been spent or used. To do this you will need to create a ticket to contact Customer Service requesting the cancellation and providing the following information:
- Game world and Avatar name
- Payment method
- Time and date of purchase
- Screenshot of the purchase from the bank account or similar where the order number is shown.
You can contact Customer Service either from within the game using the “Support” option, or by clicking “Submit a Ticket” on https://support.rail-nation.com