Claiming warranty on a pre-owned account
This guide explains the procedure; it is not the terms themselves. Where anything here differs from the "Pre-owned account terms" box on the product and confirmation pages, that box wins — it and the Terms of Service are the authoritative text.
What is covered
The warranty runs 30 days from the order date and covers two cases:
- The previous owner reclaims the account so you can no longer use it
- The account is banned in the main game you ordered, through no action of your own
The cases that are not covered are listed explicitly under "Not covered" in the terms box. Read that section before filing — it saves both sides the wait.
The thing people get wrong most often
⚠️ Changing the password, email address or phone number does not void the warranty. Change them as soon as you like, from the moment you receive the account. The 30 days stay intact.
The advice about "wait 24 hours, then change within 72 hours" is a security recommendation, not a warranty condition.
Two different deadlines
| Case | File by |
|---|---|
| Reclaimed | Any time within the 30-day warranty |
| Banned in the main game | Within 24 hours of the ban, and still inside the 30 days |
The ban deadline is much shorter because the evidence on the game's side disappears fast — screenshot it and file immediately, do not wait and see.
Steps
Step 1 — Screenshot the evidence
The account's username must be visible in the image, along with the message the game displayed (the screen saying you cannot sign in, or the ban notice).
An image showing only a bare error message, with no username, cannot prove which account it was.
Step 2 — Gather the order details
From My orders → the Pre-owned tab (see Finding past orders). Have three things ready:
- the order id
- the email you sign in with on this site
- the game account's username
Step 3 — Message the shop's page
Use the yellow contact button in the bottom-right corner of any page, or go to the shop's Facebook page directly.
Send the screenshot and everything from step 2 in one message — that is the fastest route.
Step 4 — Wait for the review
An admin reviews it and replies within 24-48 hours, for both reclaims and bans.
Step 5 — Receive your credit
If it qualifies, you get store credit for the full amount you paid, into your wallet on the site. You can spend it on anything immediately.
What to understand before filing
- You get store credit, not cash, and not a replacement account. The credit cannot be withdrawn.
- One refund per order.
- The shop is a reseller and cannot recover a reclaimed account for you, because it does not hold the account's original details. What it can do is refund per the warranty.
- After a refund, the credentials are removed from the order page, because the item is no longer yours.
If you get stuck
You are not sure whether it qualifies
File anyway and let an admin decide. Guessing wrong and missing the deadline is worse.
The warranty period has passed
After 30 days a claim cannot be accepted. The shop set that period itself based on its risk assessment — it is not the one reclaiming accounts. The full reasoning is in the FAQ section of the terms box.
You could not sign in at all from the moment you received it
File immediately, do not wait. This is a different situation from being reclaimed later.
You were banned on a player-run server (Hypixel, for example)
Not covered — that is that server's own decision, not the main game's. See the "Not covered" section.