Help center
Find answers about payments, manual delivery, redemption, top-ups and refunds. For help with a specific purchase, have your order number ready.
Where can I see my order?
Signed-in customers can review their purchases under My orders. Guest customers can use Order status with the Virbaze order number and the same email used at checkout.
When will my order be delivered?
Virbaze currently fulfils orders manually after payment is confirmed. Your order may remain in processing while payment, product availability or delivery details are checked. Any estimate shown is not a guaranteed deadline.
Why is my payment still pending?
A payment can remain pending while the provider confirms it or while our team matches it to the order. Do not pay again unless the first attempt is clearly marked failed. Contact support if money was deducted but the order does not update.
Where is my code or delivery information?
Open the fulfilled order to view the delivered code, link, account details or top-up confirmation. Check the purchase email as well, including its spam folder. Keep all delivery details private.
How do I redeem a code?
Confirm the platform and account region first, then use the official platform app or website. The detailed How to redeem page covers Steam, PlayStation, Xbox, Nintendo, Apple, Google Play, top-ups and subscriptions.
My code says it is invalid. What should I do?
Check for extra spaces, typing mistakes, the wrong redemption page and region mismatch. Capture an unedited screenshot of the full error, then contact support with your order number and platform details.
My code says it was already redeemed. What should I do?
Stop further attempts and contact support promptly. Include your order number, a complete screenshot of the message, your account region and the time of the attempt. We may need to verify activation history with the supplier or platform.
Why has my top-up not appeared?
Restart the game and confirm the player ID and server used at checkout. If the order is fulfilled and the balance is still missing, contact support with the order number and an in-game screenshot that shows the account ID.
Can I cancel an order?
Ask as soon as possible. Cancellation is normally possible only before fulfilment starts. Once a code is revealed, credentials are delivered or a top-up is initiated, cancellation may no longer be available.
Can I get a refund?
Refunds are reviewed under the Refund and cancellation policy. Invalid or unavailable products may qualify, while correctly delivered or redeemed digital products, region mistakes and completed top-ups usually do not.
Can I withdraw money deposited into my Virbaze balance?
No. Deposited Virbaze funds cannot be withdrawn, transferred or refunded outside the site. An approved return of deposited funds is credited only to the same user's Virbaze balance, except where applicable law requires otherwise.
How do I protect my account?
Use a unique password, never share a sign-in code or payment PIN, and confirm you are on virbaze.com before entering information. Contact support immediately if you notice activity you do not recognise.