How to contact customer support for order issues?

If you encounter any problems during order fulfillment or gameplay, to help us resolve them more efficiently, please check the following situations first to determine which category your issue falls into:

I. Issues recommended for "Self-Troubleshooting" first

If you encounter procedural issues such as how to log in to the console, how to retrieve verification codes, or how to process a lease return and unbind your account, we recommend checking our [Help Center] first. It contains relevant tutorials that can usually answer your questions the fastest.

　
II. Platform Exemptions and Unresolvable Issues (Outside Support Scope)
The platform promises to provide you with 100% official and legitimate accounts. The games you download and play are exactly the same as those purchased directly from the official store. Therefore, we cannot provide substantial help or bear responsibility for the following two types of issues caused by non-platform factors:

Official network or server failures:
If you encounter prompts such as "login timeout," "server connection error," or "unknown error, please try again later" during login or download, this usually means that the official Sony (PlayStation) or Nintendo servers are under maintenance or experiencing downtime. The platform cannot intervene in such official network failures; please wait patiently for the official servers to be fixed and try again.
Game bugs or optimization issues:
We cannot guarantee that all games made by developers are perfect. If you encounter in-game texture errors, get stuck, experience crashes, or game-breaking bugs during gameplay, these are issues with the game program itself. We recommend searching for solutions shared by players on search engines or gaming communities (such as relevant forums) or waiting for the game developers to release update patches.

　
III. Issues requiring manual support (Platform Support Scope)
If your issue is not a network failure or a game bug, but an issue directly related to the platform's services (for example: account abnormalities preventing use, incorrect order settlement amounts, lease return system errors, or other platform business issues), please contact us promptly via a "Ticket".

How to submit a ticket: Click the floating main menu on the webpage, select [Ticket], describe your problem in detail, and be sure to attach your order number.
Processing time: During working hours, customer service staff will generally resolve your issue within 2 hours. (If we encounter complex platform system-level bugs, troubleshooting and fixing may take more time. Thank you for your understanding).
Progress tracking and notification: You can track the processing status of your ticket within the platform at any time. Once processed, we will reply directly in the ticket and simultaneously send you an email notification.