Contact Us
We handle support by email. Customers with an order can also open LiveChat after signing in; it is intentionally hidden from guests and accounts that have not ordered.
Where to write
- Orders, payment, delivery and keys — orders@key4games.com
- Legal, privacy and data requests — legal@key4games.com
Order confirmations are sent from an automated address, so write to one of the addresses above rather than replying to them.
What to include
Support is mostly a matter of information. A message with these four things in it can usually be resolved in a single reply; a message without them turns into a conversation.
- Your order number. It is in the subject line of every email we send about the order. This is the fastest way to find you.
- The email address you used at checkout, if you are writing from a different one.
- The platform — Steam, Xbox, PlayStation, Nintendo, Ubisoft Connect, EA, GOG, Epic Games and so on — and the product name.
- A screenshot of the exact error. If a platform refused your code, the wording of its message tells us whether the code was invalid, already used or blocked by region. That one screenshot often replaces three emails.
What we can help with
- An order that is still waiting for payment, or a payment you have made that has not been matched to your order yet.
- A key that has not arrived after the payment was confirmed.
- A key the platform rejects — invalid, already used, or blocked in your region.
- Cancelling an order you have not paid for.
- Checking, before you buy, whether a product’s region or platform suits you. This is the cheapest question you can ask us, and the one we would most like to receive.
- Refund and replacement requests under the Refund Policy.
- Product listings that look wrong — bad price, wrong edition, missing details.
What we cannot do
- Recover or reverse a code that has already been redeemed on a platform account. Once a platform accepts a code it belongs to that account permanently.
- Support the games themselves — crashes, patches, in-game purchases and account bans are matters for the platform or the publisher.
- Change the region a code was issued for.
How quickly you will hear back
We are not staffed around the clock, and we do not publish a response-time promise we cannot keep for every message. Orders are worked through in the order they arrive, and messages that already contain the order number and the error are answered first because they can be. If your order is paid and something is wrong with it, say so in the first line of the message — those are the ones we pull forward.
If you have not heard back and your order is affected, write again on the same thread rather than starting a new one, so the whole history stays together.
A note on security
We will never ask you for a password, a full card number or a card security code. No message asking for those comes from us, whatever it looks like. If you receive one, do not reply to it and forward it to orders@key4games.com.
Before you write
Several of the most common questions already have an answer, and reading one of these is faster than waiting for a reply:
- How to Buy — the ordering flow, including what happens between placing an order and receiving the key.
- Activation Guide — redeeming a code on each platform, and what to do when one is rejected.
- FAQ — payment methods, delivery, regions and refunds.
- Refund Policy — when an order can be refunded or replaced.