Faq

Question 1

I Was Charged, but the Transaction That I Was Attempting to Make Could Not Be Completed

Payment and Purchase Issues

05 Nov 2022

Answer

You may have encountered an error during your purchase, don't worry; we have your back! Please reach our customer support team by email us at [email protected] with the following information:

1. Date and Time of Transaction: 2. Phone Number or Email: 3. Game/App name: 4. Order Amount: 5. Payment Proof: (Receipt screenshot)

We apologize for any inconvenience.

Question 2

I Completed a Purchase but Didn’t Get the Item.

Payment and Purchase Issues

05 Nov 2022

Answer

Scenario 1:

You completed your payment and received a notification page, email, or text message from DearPlayers that your transaction has been completed, but your item was not received. The publisher might face an issue fulfilling your order. But don't worry; we keep a record of your transactions and will help to resolve the issue by completing your order manually.

Scenario 2:

You completed the payment and received a notification page, email, or text message from DearPlayers that your transaction was overdue but not completed. In this case, there may be a connection problem between the payment channel and DearPlayers; therefore, DearPlayers was not notified. Please wait while we work with the payment channel to investigate and resolve your issue.

Please send the following information to [email protected] so that we can help diagnose the problem for you:

Date and Time of Transaction: Phone Number or Email: Game/App name: Success/Failure notification that you received from DearPlayers:

Question 3

I Purchased Mobile Legends Diamonds But They Have Not Yet Been Added to My Account

Payment and Purchase Issues

05 Nov 2022

Answer

Please log out, restart your Mobile Legends game, and log back in.

If this does not retrieve your Diamond purchase, please contact our customer support team at [email protected]

Order Date & Time:
Screenshot of your Game User ID and Server ID:
Order ID : (you can find this in order history)
Order Amount:
Purchase receipt or screenshot:

Question 4

I Have Purchased Genesis Crystals, Why is it Not Reflecting in My Account?

Payment and Purchase Issues

05 Nov 2022

Answer

You have purchased Genesis Crystals but it's not reflecting in your Playstation account? Don't panic, we have provided a workaround on that!

We received an update from Genshin, the PlayStation system has been upgraded to 2.0, and PC/Mobile user accounts can be synchronized with PlayStation login games.

However, Genesis Crystals is not interchangeable between different platforms. After recharging on the official website, players who registered their accounts on the PSN side cannot see the purchased Genesis Crystals on their PSN devices.

Therefore, please log in to your game accounts on PC/Mobile devices and then exchange the Genesis Crystals for the Primogems on the PC/Mobile platform before using them. The Primogems are interchangeable between different platforms.

If the issue still persists, reach out to our support team at [email protected] providing a screenshot of your payment proof

and Genshin ID for further assistance!

Question 5

I Entered an Incorrect Email Address When Making a Purchase on DearPlayers

Payment and Purchase Issues

05 Nov 2022

Answer

Please get in touch with our customer support team at [email protected] and provide the data below for checking purposes:

1. The incorrect email address you entered: 2. The correct email address: 3. Date/Time: 4. Order amount: 5. Payment receipt/proof :

We will review your order and send the voucher code to your correct email address.

Question 6

How to check Store Credit balance and transaction?

Payment and Purchase Issues

05 Nov 2022

Answer

Store Credit balance

Step 1: Click Avatar at the top right corner

Step 2: Select “Overview”

Step 3: Your Store Credit balance show at the right box

Store Credit transaction

Step 1: Click Avatar at the top right corner

Step 2: Select “Overview”

Step 3: Look at the right side bar (PC)/ The hamburger menu at the left top corner (Mobile Phone)

Step 4: Choose “Transaction” under “Store Credit”

Question 7

How do I redeem DearPlayers Store Credit?

Payment and Purchase Issues

05 Nov 2022

Answer

Step 1: Click Avatar at the top right corner

Step 2: Select “Redeem Gift Card”

Step 3: Input the code including dash ‘-’

eg: A123-B456-2233

Step 4: Click “Redeem”

Step 5: Done! You can start shopping now.

Question 8

The Steam Wallet Code That I Received is Invalid

Payment and Purchase Issues

02 Nov 2022

Answer

Please make sure to check these out before you redeem your voucher:

A. You entered the codes incorrectly (ensure all special characters are accounted)

B. You logged in to your steam account out of our permitted region (ie: MYR voucher for Malaysia Wallet only)

C. You are using a proxy that carries an IP address out of our region D. Some universities/offices might block specific ports (including port uses by steam)

For situations mentioned above, you will receive the message "The wallet code you entered is invalid", please try again in the next 30 minutes after the first attempt.

Check the region of your account:
Change your Steam account region:

If you have any concerns about your Steam account, you can refer to: https://help.steampowered.com/en/faqs/view/2B3F-DAEF-846B-A0E8

Or contact Steam Support directly: https://help.steampowered.com/en/wizard/Login

Question 9

How can I delete or deactivate my account?

Profile

27 Aug 2022

Answer

Step 1: Click Avatar at the top right corner

Step 2: Select “Setting”

Step 3: Click “Delete Personal Account”

Email us at [email protected] to withdraw your wallet balance if the amount is larger than TEN RINGGIT MALAYSIA.

Take note:

REQUEST ACCOUNT DELETE to start the process of permanently deleting your DearPlayers.com account including all personal information, orders and wallet account. Once your account is deleted, your wallet balance will be permanently deleted as well. If you request to delete your account, your account will be deleted in 14 days. During this time, you can login to reactivate your account, which will cancel your deletion. After 14 days deletion will be irreversible.

Question 10

My account is hacked

Profile

27 Aug 2022

Answer

Kindly drop a email to [email protected]

Question 11

How do I check my order history?

Profile

27 Aug 2022

Answer

Step 1: Click Avatar at the top right corner

Step 2: Select “View Orders”

Question 12

How do I change my personal details?

Profile

27 Aug 2022

Answer

Step 1: Click Avatar at the top right corner

Step 2: Select “Setting”

Step 3: Upload a Avatar

and / Or

Step 4: Edit your Nickname

Step 5: Click “Update Preference”

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