At Xsolla, we do more than offer tools and solutions for game developers, we build partnerships with them. Not only do we support game developers every step of the way with services like our Merchant of Record model, our global teams work closely with our partners to address obstacles, grow their business, and most importantly, protect their revenue by solving problems quickly. Recently, our team in Greater China helped a partner avoid a total shutdown after their game was suddenly removed from Google Play. This case showcases the quick and strategic way our experts operate when our partners need urgent, hands-on support.

Partner spotlight: Emergency integration in 72 hours

On a Friday at 4pm, one of our partners’ games was unexpectedly removed from Google Play. Since that game was their only source of revenue, they needed a fast solution to avoid extended downtime and revenue loss. The Xsolla team based in Greater China immediately coordinated across the business development, legal, and integration departments and over the course of the weekend, worked together to:

• Finalize commercial terms
• Sign a contract
• Complete and test technical integrations

By 4pm on Monday (11am for our legal team), the Xsolla team was able to help the partner fully integrate the game and get it back online. The results and aftermath Over the next two months, the client shared that they had contacted 15 other providers during the crisis – most gave timelines of 15 days to two months to help solve their issue. Some had even still been in legal review. Only Xsolla was able to complete the full commercial, legal, and technical integration process in 72 hours without requiring the client to chase down progress updates or manage internal coordination. Everything was handled directly by our Greater China team across departments, with clear communication and a shared focus on delivering results quickly and reliably. This wasn’t just about bringing a game back online. The client depended on this title as their only source of revenue, and by helping them restore operations in record time, Xsolla effectively protected the future of their business. That impact didn’t go unnoticed. In response, the client:

• Actively referred Xsolla to sister companies within their corporate group
• Onboarded additional products and titles to the Xsolla platform without being prompted
• Shared their experience within developer communities, highlighting Xsolla’s speed and reliability

Their trust and advocacy helped expand our footprint in the region and demonstrated the long-term value of treating every partner’s business like our own. This case now serves as a benchmark for how we respond to urgent partner needs—through direct action, coordinated teamwork, and complete accountability.

Why game developers trust Xsolla

This case highlights the core values that define how Xsolla supports our partners. When a crisis hits, we respond with urgency, treating our partners’ challenges as if they were our own. Because of this commitment and support, Xsolla has earned a reputation in the Greater China region as the most reliable payment partner in the region – ready to jump in and tackle problems when others can’t. Beyond crisis management, our wide range of tools and solutions are here to help you with anything from pre-launch and distribution to monetization and global growth, all designed to help game developers find success in the gaming industry. Get 24/7 support for your gaming business Looking for a partner who will have your back when it matters most? Book a meeting with an expert at Xsolla to explore all the ways a partnership with Xsolla can support your gaming business at any stage.