Frequently asked questions
Who is selling the product?
ZOXERO supplies and fulfils your top-up. For purchases processed by Paddle, Paddle is the merchant of record.
When do I send my player ID?
After successful payment, send only the requested player ID, server, region or platform details in the private order chat.
Why is there a processing charge or tax?
The payment review screen separates the product price, Creator discount, processing charge, applicable tax and final total before you authorize payment.
Can I cancel a top-up?
Contact support to request cancellation. You may request a refund within 14 calendar days of your transaction date. Paddle purchases follow the Paddle Refund Policy without additional ZOXERO restrictions.
What if I chose the wrong region or platform?
Contact support promptly to correct your order details or request a refund under the Refund & Cancellation Policy.
What information is unsafe to send?
Never share your ZOXERO password, banking login, full card number, CVC or payment verification code. Game account login details may be needed for some packages; confirm the delivery requirements before paying.
How do Creator codes work?
An active code can give an admin-set checkout discount and attribute an eligible completed order to an approved creator. Creators are not sellers.
Where can I see my order?
Sign in and open My Orders. The order page contains status, payment summary, private chat, attachments and support history.
Refunds and cancellations
Use the right support channel
- Existing order: use the private order chat so payment and delivery history stay attached.
- Account, privacy or Creator Program: open a private support ticket.
- Before buying: review How ZOXERO Works, the product filters and the payment summary.