How to Cancel Xsolla: A Comprehensive Step-by-Step Guide

Xsolla is a popular payment service provider used by many online platforms and game developers. However, there may come a time when you need to cancel a subscription or service managed through Xsolla. This comprehensive guide will walk you through the various methods to cancel your Xsolla subscription, troubleshoot common issues, and understand the policies surrounding cancellations and refunds.

Understanding Xsolla Cancellation Methods

There are several ways to cancel a subscription with Xsolla, depending on your specific situation and the type of account you have. Let’s explore each method in detail.

Method 1: Using Your Xsolla Wallet Account

For most users, this will be the primary method of cancellation:

1. Log in to your account: Visit the Xsolla website and sign in to your Xsolla Wallet account.
2. Navigate to Subscriptions: Look for a tab labeled “Subscription” or “Billing” in your account dashboard.
3. Initiate cancellation: Find and click on the option to cancel your subscription. This may be labeled as “Cancel Subscription” or something similar.
4. Confirm your decision: You’ll likely be asked to confirm that you want to cancel. Follow the prompts to complete this step.
5. Check for confirmation: After cancellation, Xsolla typically sends a confirmation email. Be sure to check your inbox (and spam folder) for this message and follow any additional instructions provided.

Method 2: Through the Publisher Account (For Publishers)

If you’re a publisher using Xsolla services, you can cancel through your Publisher Account:

1. Access your Publisher Account: Log in to your Xsolla Publisher Account.
2. Navigate to Project Settings: Find and click on “Project Settings,” then locate the “Subscriptions” section.
3. Cancel the subscription: Within this section, you should find options to manage and cancel subscriptions.

Note that this method can also be utilized with the Store API for more technical users or those managing multiple subscriptions.

Method 3: Contacting Xsolla Support

If you’re unable to cancel through the above methods or encounter any issues, Xsolla’s support team can assist you:

• Email Support: Use the form on Xsolla’s help page to send an email to their support team. Provide as much detail as possible about your subscription and cancellation request.
• Phone Support: For general inquiries, call +1 (747) 111-11-11. For specific issues, you can use 877 797 6552.
• Live Chat: If available, use the live chat support feature in your Xsolla Wallet account for real-time assistance.

Special Considerations for Certain Subscriptions

It’s important to note that some subscriptions may require different cancellation methods:

• Platform-Specific Subscriptions: If your subscription is managed through Google Play, Apple Play, or directly through a game (e.g., Epic Games, Ubisoft, LogicLike), you’ll need to cancel through those respective platforms.
• Physical Pre-orders: These can only be canceled before the order has shipped.
• Digital Pre-orders: Submit a refund request from the Purchases section in your Xsolla Wallet account.

Understanding Refund Policies

Refund policies can vary depending on the service provider and the timing of your cancellation request. Here are some general guidelines:

Within the Initial 14-Day Period

Most services offer a 14-day grace period during which you can cancel and receive a full refund. This is often referred to as a “cooling-off” period.

After the 14-Day Period

Refund policies become more restrictive after the initial 14 days:

• Squarespace: No refunds are offered for annual plans canceled after 14 days. Monthly plans and renewal payments are generally non-refundable.
• PlayStation Store: Subscription services can only be refunded within 14 days of the initial transaction.
• General Subscription Services: Most services do not offer automatic refunds after the initial grace period. Pro-rated refunds may be available in specific circumstances, such as technical issues or misrepresented services.

Fees Associated with Cancellation

While there are typically no direct fees for canceling a subscription, be aware of the following:

• You may be responsible for any outstanding balances or extra fees (e.g., early termination fees) associated with your service.
• If you fail to cancel before the next billing cycle, you may be charged for the upcoming period.

Ensuring Successful Cancellation and Preventing Further Charges

To make sure your subscription is fully canceled and to prevent any unexpected charges:

1. Confirm cancellation status: Check your Xsolla Wallet Account or relevant game account to ensure the subscription status is “Canceled” or “Non-renewing.”
2. Monitor your account: Keep an eye on your bank or credit card statements for any unexpected charges.
3. Cancel last payment (if applicable): For some subscriptions, you may need to use the cancel_subscription_payment feature. Contact Xsolla’s Customer Success Manager at csm@xsolla.com to enable this option.

Troubleshooting Common Issues

If you encounter problems during the cancellation process:

• Can’t find the subscription: Check any associated game accounts or services that use Xsolla for payments.
• Subscription not visible in Xsolla account: Contact Xsolla support directly for assistance.
• Unsure about cancellation status: Use Xsolla’s live chat or email support for confirmation and guidance.

Conclusion

Canceling a subscription through Xsolla can be straightforward if you follow the appropriate steps for your specific situation. Remember to act within the initial grace period for the best chance at a refund, and always confirm the cancellation to avoid any future charges. If you encounter any difficulties, don’t hesitate to reach out to Xsolla’s support team for assistance. By understanding the cancellation process and policies, you can manage your subscriptions effectively and avoid any unexpected financial commitments.