Something not working?
Most issues are resolved in a few minutes. Keep your order ID to hand: it is the first thing support asks for.
Discord
Fastest route. Open a ticket in #support and a member of staff picks it up.
What comes up most
For anything before you buy, the FAQ covers it in more depth.
- The account will not log in
- Open a ticket with the order ID. If the failure is inside the warranty window on your product, we replace it. Where no replacement is available, its value goes onto your KeyScope balance as store credit; there are no refunds.
- What does the order page give me?
- Each account as a Steam ID and a login token, in the form the supplier issues them, with a copy button beside each. The page keeps them, so there is no email to wait for.
- I lost my order page
- An order placed while signed in is always in your account. Otherwise the cart page lists the orders placed in that browser, and from anywhere else, open a ticket with the order ID, or the email you gave at checkout, and we issue the order a new link.
- My variant is sold out
- Most lines follow the supplier's stock, checked every five minutes, and come back on the shelf by themselves as soon as the supplier restocks. The rest are accounts the store holds itself, and they return when it refills them. A line marked On request can be ordered even at zero, and its product page says how that order reaches you.
- I forgot my account password
- Nothing is ever emailed, so open a ticket, from the account's email address if you can. Once support is sure the account is yours, you get a link that sets a new password; it works once and lasts 24 hours.
- Can I withdraw my balance?
- No. A balance is store credit: it pays for orders at checkout in one click, and it cannot be withdrawn, sent to a wallet or moved to another account.