I paid for an upgrade but I haven't received it!
If you paid for an upgrade and haven't received it yet, here is more information to figure out what happened!
Please check which payment method you used and read below, or you can email us via our email form at the bottom of the page.
- Credit/Debit Card
All of our credit/debit card payments are processed via Xsolla or UltimatePay/PlaySpan. If you did not receive your upgrade, the payment made still be processing or failed/declined. Please visit our Failed/Declined Payment Help Page if your payment failed/declined. Any payments that have been approved will receive confirmation emails from Xsolla or UltimatePay/PlaySpan and AQWorlds. You can email UltimatePay/PlaySpan through their site, through firstname.lastname@example.org or if you are in the US, you can call them at 1-877-703-6339. You can contact Xsolla via their Help Section http://help.xsolla.com/, you can submit a ticket, use live chat, email email@example.com or call them for assistance.
If you did not receive your upgrade immediately after purchasing it, your payment may be on hold for some reason or still processing, such as with an echeck payment. If you attempted to make your payment and it failed/declined, please visit our Failed/Declined Payment Help Page for further assistance. Any payments that have been approved will receive email confirmations from PayPal and AQWorlds. You can contact PayPal via their Customer Support Page or call them at 1-888-221-1161 for further assistance.
If you have any issue with a BoaCompra payment, please visit our Help Page with their contact information.
If you paid with an Amazon account and did not receive your upgrade, please contact Amazon's Customer Service directly. We do not have access to Amazon's system, so would not know what happened with your payment.
- Postal Mail-in
Mail is completely dependant on the post office. Inside the U.S. normally takes up to two business weeks; international mail is generally three to four business weeks or longer. Your character will be upgraded once we receive your letter and process it, which can take a few business days. An email confirmation is sent to your account email once you are upgraded. Please keep in mind, we are not responsible for items lost in the mail and we have no control over how long it takes a letter to arrive. Mail-ins are processed Monday through Friday, except on holidays.
- Artix Upgrade Card
If you redeemed an Artix Upgrade Card via our Upgrade Card Page for Artix Points, you should have received them on your Artix Account. Once they are received, you can spend them for a membership or AdventureCoins. You must have your AQWorlds account linked to your Artix Account to spend Artix Points. Here is our Artix Upgrade Card Help Page for more information.
If you used DragonPay, here is more information about this payment method for the Philippines and their website to contact them for assistance.
If you used CashU, please contact them via their website for more information and further assistance.
- PayGarden (store gift cards)
- OpenBucks (store gift cards)
- Any other payment methods
If you used any other payment method not listed here such as Moneybookers, Bank Transfer, PaySafeCard, etc. please contact that payment company directly for further assistance.