General FAQ
How do I contact customer support?PlaySpan Customer Support is available to you 24 hours a day and 7 days a week to help you resolve any issues or questions you may have. There are two ways for you to contact Customer Support:
You can expect a response to your support request within 24 hours. If this is your first time contacting support you will receive two emails. The first email will include a username and password so that you can access your support requests history (this is not the same as your PlaySpan Marketplace account info) the second email will be a confirmation that we have received your issue and will include a ticket number for your reference. Note:Please remember to always include your account name and a detailed description of your issue.
Can I return my electronic purchases?Electronic purchases are not returnable. The numerical game codes that you receive in your email and any associated passwords are not reusable. Once sent to a customer, they can never be sent to another customer. |
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In order to register and use the PlaySpan Marketplace and service you must meet the following eligibility requirements:
Your PlaySpan account is completely secure. Since PlaySpan is not a payment gateway or financial institution, we do not need to collect or store any of your critical payment information. The personal information you have provided us at registration will not be shared with any individual or business. PlaySpan also uses SSL (Secured Socket Layer) for transactions.
PlaySpan offers customer support is available to you 24 hours a day and 7 days a week through email, website ticket submittion and through a self help knowledgebase.
UltimatePoints
UltimatePoints are limited right to use digital licenses. Your points will be held in a balance associated with your PlaySpan account until you use them in exchange for goods and services at a Points-enabled online retailer, such as the PlaySpan Martketplace.
UltimatePoints are specifically designed to enable you to buy very low-priced goods and services without paying additional charges to cover the costs of a credit card transaction. Instead, these fees are incurred only once when you buy Points. This allows PlaySpan to offer you a wider range of products and services than otherwise possible.
Currently UltimatePoints can be purchased using UltimatePay. UltimatePay supports 85+ payment methods depending on your country.
You may also earn your UltimatePoints by selecting 'Earn' in the checkout process and completing offers or surveys.
Purchasing UltimatePoints can speed the delivering of your marketplace purchases because there will be no wait time for third-party payment approval and processing after the initial points purchase is approved.
Earn Points
You can acquire points at no cost by completing advertising offers or surveys that are provided to the PlaySpan Marketplace by third-party partners by clicking on the “Earn Points” link. In some cases the advertiser may request your contact information or require you to make a purchase. Once you provide your contact information or payment details to a third-party advertiser in order to earn points, PlaySpan’s privacy policy will no longer be in force and we will have no control over how the third-party uses your information. PlaySpan makes every effort to police the offers to ensure that they are appropriate to our audience, but cannot guarantee their quality since they are provided by a third party.
There is no difference in value. In all cases, an Ultimate Point in your wallet has the same value and can be redeemed for purchase of items in the store at a value of 100=$1. However, in some cases points that you receive as a reward or a promotional coupon may have a shorter expiration date so it is advised that you spend them as soon as possible.
A separate customer support contact is supplied by the offer provider. Please contact the offer provider directly if you are not awarded your points. If the offer provider does not respond to your complaint in a timely manner, say within 48 hours, please notify PlaySpan customer support so we can look into the issue for you.
You can click on “Earn Points” at any time to check the status of your offers supplied by the offer provider. In some cases it takes several hours or even several days for your offer to be confirmed. At that point, you will be awarded your UltimatePoints. Your current Ultimate Points status is always available at the bottom of the Marketplace page or click on ‘My Profile’ option and select ‘My UP’ tab.
Rewards
Rewards points are awarded to PlaySpan Marketplace customers for performing specific activities such as registering or referring friends. They will appear in your UltimatePoints account at the bottom of the Marketplace page or click on ‘My Profile’ option and select ‘My UP’ tab. You can spend these points just like the UltimatePoints that you have purchased or earned in other ways. If you don’t receive rewards that you feel you are owed, please contact customer support. It is against PlaySpan Marketplace policy for a customer to create multiple accounts in order to receive additional rewards points. If you are found to be in violation of this policy, you risk forfeiture of any points earned from rewards and may be banned from the PlaySpan Marketplace.
You can redeem rewards points just like regular UltimatePoints. See above.
In most cases, rewards points are valid for 90 days. You must spend them in that timeframe or lose them..
Coupon Codes
Coupon codes are provided to PlaySpan Marketplace customers during special promotions. They can be redeemed for UltimatePoints or specific items or packages in the store.
You can redeem coupon codes when you purchase points or other items. Look for “Redeem Coupon” or “Redeem Coupon Code” and follow instructions. Typically you will need to be logged in to your PlaySpan Marketplace account and will need to manually input the code into the form field provided. Delivery of items “purchased” with a coupon code will be delivered in the same way as items purchased through other methods. UltimatePoints received through a coupon code will appear in your regular UltimatePoints account following redemption.
This may vary from coupon to coupon, but typically coupon codes are not “stackable,” meaning you cannot use more than one with a given purchase. Some coupon codes are also designed to be used with a specific account and cannot be used with other accounts. It is against PlaySpan Marketplace policy to create a new or secondary account in order to redeem additional coupons designed as part of a “one per customer” promotional offer. If you are found to be in violation of this policy, you risk forfeiture of any points earned from coupons and may be banned from the PlaySpan Marketplace.
Coupon codes are valid for varying lengths of time. Please read the Terms & Conditions associated with the specific promotion through which you received the code to find out the expiration dates. Points received through redeeming a coupon code are valid for a fixed period of time, typically 90 or 180 days. You must spend them in that timeframe or lose them.
If you have a code that doesn’t work, we will be happy to verify the code and replace it if an issue is found. Prior to contacting customer support, please make sure you are typing correctly and that your ‘CapsLock’ key is off.
If you continue to experience trouble, please contact customer support.
There are two ways for you to contact Customer Support:
You can expect a response to your support request within 24 hours. If this is your first time contacting support you will receive two emails. The first email will include a username and password so that you can access your support requests history (this is not the same as your PlaySpan Marketplace account info) the second email will be a confirmation that we have received your issue and will include a ticket number for your reference.
Note:Please remember to always include your account name and a detailed description of your issue.
Refer A Friend
You can earn UltimatePoints for referring friends by clicking on the "Refer a Friend" link and then uploading your friends' email addresses. We will send them an email on your behalf inviting them to check out the PlaySpan Marketplace. You will earn points for every friend who comes to the store by clicking on the link in your email and then makes a purchase of at least $5 within 30 days.
You will typically receive your points within a few days of your friend registering and making a purchase. They will appear in your UltimatePoints account which can be viewed at bottom of the Marketplace page or click on ‘My Profile’ option and select ‘My UP’ tab when you are logged in.
If friends that you referred have definitely created accounts and made at least $5 in purchases and you have not received points within a week, please contact PlaySpan Customer Support and we will look into the issue. Please provide your email address and the addresses of your referred friends. It may be, for example, that another PlaySpan customer referred the same friend or your friend did not complete a minimum $5 purchase within 30 days as required.
Payment
Registering for a PlaySpan Marketplace account is free. The only time you pay for anything while using the PlaySpan Marketplace is when purchasing items from the store.
Currently items can be purchased using UltimatePay. UltimatePay supports 85+ payment methods depending on your country including Credit Card, PayPal, and Ultimate Game Card.
PlaySpan reserves the right to limit the amount purchased to support the current PlaySpan fraud and user protection policy.
Please see the PayPal FAQ for more information regarding Verified PayPal accounts at https://www.paypal.com/cgi-bin/webscr?cmd=p/gen/verification-faq-outside.
If you are double charged for a single purchase, you will need to provide us the following details:
There are two ways for you to contact Customer Support:
Note: Please remember to include your account name and a detailed description of your issue.You can expect a response to your support request within 24 hours
All purchases are final. There are no refunds once items are purchased through the PlaySpan Marketplace. If you received a faulty code or password which prevents you from using a product, we will provide you with a new one.
Account Information
Sorry, at this time there is no way to reset or update your e-mail settings. Please contact customer support for further assistance. There are two ways for you to contact Customer Support:
Note: Please remember to include your account name and a detailed description of your issue.You can expect a response to your support request within 24 hours
Maintenance of safe internet practices and safeguarding account login information is highly recommended for a secure PlaySpan marketplace experience. This includes changing your password on a consistent basis and being aware of what files you download from other internet users. Keeping your computer’s Internet Security software definitions up to date can help to prevent any breach in your computer’s security.
If you find that you are unable to access your account, please be sure that
If you still have trouble signing in, please contact customer support. There are two ways for you to contact Customer Support:
Note: Please remember to include your account name and a detailed description of your issue.You can expect a response to your support request within 24 hours
If you know your password and want to change it, you can do the following:
Since the PlaySpan Marketplace is not a subscription-based service and is not costing you anything if you are not using it, there should be no need to cancel your account. However, if you wish to cancel your account you can send an email to PlaySpan Customer Support with your cancellation request. There are two ways for you to contact Customer Support:
Note: Please remember to include your account name and a detailed description of your issue.You can expect a response to your support request within 24 hours
If you have lost/forgotten your password, please follow the steps below to retrieve your password.
A system generated email will be sent to your registered email address. Please follow the instructions in the email.
PlaySpan takes security and fraud risk very seriously. We do this to encourage a safe marketplace for you, our payment processors and our game publishers. As such, while we do not explicitly prevent you from having more than one account, we do discourage multiple accounts. PlaySpan may use technologies to verify the number of accounts registering from a house hold or location.
In addition, through our fraud screening policies, we prevent more than one account to use the same payment information. That is, if you use your PayPal account to make payments for your PlaySpan account, we will prevent that same PayPal account from being used in another account. We do this to prevent fraud on the marketplace and for our users.
In addition, there are certain promotional and payment offers, including any rewards offered for registering, that are designed for a customer to receive the offer only once. If we determine that a user has attempted to obtain the same promotional offer multiple times, (for example, by creating multiple registration ids), we will turn off access to the account.
If you believe access has been turned off incorrectly, please contact our customer support team. There are two ways for you to contact Customer Support:
Note: Please remember to include your account name and a detailed description of your issue.You can expect a response to your support request within 24 hours
Security
Since PlaySpan is not a payment gateway or financial institution, we do not need to collect or store any of your critical payment information. The personal information you have provided us at registration will not be shared with any individual or business. PlaySpan also uses SSL (Secured Socket Layer) for transactions.
Buying Transaction
Order ID: If you forgot to save your Order ID, deleted the email with your Order ID or just do not know how to retrieve it, just follow these simple steps to retrieve your Order ID.
Any purchase made through PlaySpan Marketplace will be in US Dollars.
If you live outside the United States, for most payment methods you will see the transaction in your local currency. The exchange rate used to translate from your local currency to USD will be determined by your payment processor.
In order to Purchase from PlaySpan Marketplace, please follow the steps below:
To view status of your purchase order, please click on ‘My Profile’ option and select ‘My Orders’ tab.
If you did not received the ESN (Electronic Serial Code) for your purchase in the PlaySpan Marketplace, please write to customer support. There are two ways for you to contact Customer Support:
Note:Please remember to include the Order ID and a detailed description of your issue.You can expect a response to your support request within 24 hours
ESN is an Electronic Serial Number provided to you for your purchase through the PlaySpan Marketplace.
In order to redeem your ESN for your purchase through PlaySpan Marketplace, please follow the instructions on the email. Each game has a different redemption instruction, and following the instruction on the email is a must.
Note: You must have a valid game account to purchase using ESN.
Ultimate Game Card
To redeem an Ultimate Game Card, choose the "More Payment Methods" option when you are checking out, select "Ultimate Game Card" as the payment method and follow the instructions for entering the PIN number on the back of the card.
Note: You CANNOT redeem a UGC purchased from PlaySpan Marketplace on the Marketplace, you must redeem it on the game publisher site directly.
Downloaded Games
Downloaded games are provided by TryMedia, a PlaySpan partner. Please refer to TryMedia’s FAQ . If you need customer support for downloaded games, please contact TryMedia.
Gifting
We understand that you may have unintentionally sent items to a wrong recipient. However, to alleviate this we institute a final confirmation during the gift procedure of your items. Since you have confirmed the details at the time of the gift procedure, we will not be able to refund or replace your items.
UltimatePoints
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