Common problems

This page collects the issues people actually hit, in roughly the order they hit them. Find your symptom and follow it.

Your NAXSET account

You cannot sign in, or it says "too many attempts"

Too many wrong passwords in a row. The system locks briefly to stop password guessing. Wait 15-30 minutes, or use Forgot password — see Creating an account and signing in.

You cannot find an old order

Cause number one: you are on the wrong tab. The orders page has three tabs that never mix.

Cause number two: you have two accounts without realising. Anyone who registered both with an email and with Google has two separate accounts; balance and orders do not carry across.

Details at Finding past orders.

Money

You transferred and nothing was credited

There is a full guide at Transferred but not credited — on PromptPay you can verify it yourself by uploading the slip.

You were charged but got no product

  1. Check every tab under My orders first — sometimes it arrived and only the confirmation page dropped out
  2. If it really is not there, contact an admin with the time you clicked buy and the game name
  3. ❌ Do not buy again — you will end up with two orders

Your balance does not match what you transferred

Check which currency your wallet is set to. If it is not THB, the figure is converted at the shop's fixed rate — see Account settings.

The game account you bought

You requested an OTP and nothing appeared

The most common cause is that the game sent a confirmation link instead of a numeric code, which the OTP button cannot pick up. Click Show full emails and read the message yourself.

If it says the code is not ready, the system simply has not finished fetching it — wait 10-20 seconds and click again.

You cannot sign in to the game account, it says the password is wrong

Almost always a typo, or a trailing space copied along with the value. Use the copy icon on the order page rather than selecting the text with your mouse.

Steam wants confirmation from a mobile device you do not have

Use the Show Steam Guard confirmations box on the order page — see the Steam Guard confirmation box.

Games that need another publisher's launcher will not run (pre-owned Steam accounts)

This is a known limitation. Games that additionally require Ubisoft Connect, the EA App or the Rockstar Launcher cannot be used on a pre-owned account, because those are separate accounts. It is stated in the terms box before purchase and is not grounds for a claim.

You changed the email but the order page still shows the old one

That is normal. The page shows the credentials as delivered; it does not follow changes you make on the game's side.

Things that need a claim

The previous owner reclaimed the account

Covered by the 30-day warranty — go to Claiming warranty on a pre-owned account. Screenshot it with the username visible first, then file.

The account was banned

⚠️ A much shorter deadline: file within 24 hours of the ban (and still inside the 30-day warranty). Screenshot and file immediately, do not wait and see.

Redeeming a key says it has already been used

❌ Do not try again. Screenshot that message and go to Claiming on game keys and new accounts — keep the key, do not delete it.

When to contact an admin, and what to include

Use the yellow contact button in the bottom-right corner of any page, or the shop's Facebook page.

Include all four of these in your first message so nobody has to ask:

  1. The email you sign in with on this site
  2. The order id (or the time you clicked buy, if you cannot find the order)
  3. What happened, plainly
  4. A screenshot showing the real message from the system

Three things never to do, whatever the problem

  • ❌ Do not buy or transfer again before checking whether the first attempt succeeded
  • ❌ Do not hammer the button when a message tells you to contact an admin — retrying does not help
  • ❌ Do not delete evidence (keys, screenshots, order ids) until the matter is closed
Last updated 2026-08-23