FAQ

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

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 help@dearplayers.com 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:

Q: How to redeem PlayStation™Network?

1. Sign in to PlayStation™Network on your PlayStation® system 2. Select PlayStation™Store icon 3. Select "Redeem Codes" from the menu bar in PlayStation™Store 4. Enter the code 5. Select "Confirm" to complete code redemption Terms and Conditions: The code in this voucher is only valid for topping up an account for PlayStation™Network (“PSN”), code expires 36 months from date of activation. Funds in this voucher can only be added to a PSN wallet associated with a master account. The area of residence of the master account holder must be Malaysia. Use of the code in this voucher and/or use of content or services purchased on PSN, are subject to PSN Terms of Service and User Agreement, https://www.scei.co.jp/legal/. By using this card or by purchasing and/or using content or services on PSN , you agree to the PSN Terms of Service and User Agreement. This voucher has no cash value and cannot be exchanged for cash or any other product. Funds added to PSN wallet are non-refundable and non-transferable. This voucher can be suspended or terminated and the balance cancelled without prior notice if Sony Interactive Entertainment Hong Kong Limited( “SIEH” ) has reason to suspect fraudulent, abusive or unlawful use. Please safeguard this card. You are responsible for any loss, theft or unauthorized use of the card. SIEH reserves the final right in the event of any dispute.

Q: How to redeem Minecraft Mojang?

1. Purchase Minecoins and check Overview > View Order for your code. 2. Visit https://www.minecraft.net/en-us/profile/redeem and log in to your account. 3. Enter your code and click “REDEEM CODE”. 4. Click "CLAIM" 5. Click "THAT'S ME”. 6. Click “DOWNLOAD LAUNCHER” then install it. 7. Open Minecraft Launcher and log in to your account.

Q: How to redeem Nintendo eShop Gift Card?

From the Nintendo Switch Console/Handheld 1. Select the "Nintendo eShop" menu on the Home Menu. 2. Select the account you want to use. 3. Select Enter Code on the left side of the screen. 4. Enter the code and click "Ok". (The code must be typed MANUAL, not copy paste) 5. Please take note, the following letters are never used: o, i, and z. From Nintendo 3Ds/2Ds Handhelds and variants (New, XL) 1. Select the Nintendo eShop icon on the HOME menu. 2. Scroll left and select Add Funds. 3. Select Redeem a Nintendo eShop Card. 4. Enter the code and click "Ok". (The code must be typed MANUAL, not copy paste) 5. Please take note, the following letters are never used: o, i, and z. How To Use Nintendo Network Card From Nintendo WiiU Console 1. From the Wii U HOME Menu, select the Nintendo eShop icon. 2. Select Balance or press the + Button. 3. Select Nintendo eShop Card. 4. Enter the code and click "Ok". (The code must be typed MANUAL, not copy paste) 5. Please take note, the following letters are never used: o, i, and z. **This gift card is redeemable for eShop accounts in the United States region only. Please check your region before purchase. This item is not returnable or refundable.**

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 help@dearplayers.com 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 help@dearplayers.com 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 help@dearplayers.com

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 help@dearplayers.com 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 help@dearplayes.com 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

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 help@dearplayers.com 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 10

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 help@dearplayers.com 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 11

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 help@dearplayers.com

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 12

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 help@dearplayers.com providing a screenshot of your payment proof

and Genshin ID for further assistance!

Question 13

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 help@dearplayes.com 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 14

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 15

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 16

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 17

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 help@dearplayers.com 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 18

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 help@dearplayers.com 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 19

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 help@dearplayers.com

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 20

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 help@dearplayers.com providing a screenshot of your payment proof

and Genshin ID for further assistance!

Question 21

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 help@dearplayes.com 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 22

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 23

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 24

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 25

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 help@dearplayers.com 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 26

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 help@dearplayers.com 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 27

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 help@dearplayers.com

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 28

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 help@dearplayers.com providing a screenshot of your payment proof

and Genshin ID for further assistance!

Question 29

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 help@dearplayes.com 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 30

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 31

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 32

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

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