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Support

PARTNER SUPPORT 

We’re here to answer questions about our products and services, your partnership with Xsolla, or any other issues.
HELP TOPICS 

WHAT CAN WE HELP YOU WITH?

To find answers to our most frequently asked questions, please choose from the topics below:
Faq 

FREQUENTLY ASKED QUESTIONS

Getting Started

How do I start working with Xsolla?

The very first step toward optimizing your game’s monetization potential with Xsolla is to create an Xsolla Publisher Account. This serves as your access point to our products and services, centered on an intuitive dashboard where you can initiate, manage, and analyze your game’s integration with Xsolla.

Create an Xsolla Publisher Account

I have an Xsolla Publisher Account. What’s next?

Once you’ve created an Xsolla Publisher Account, the next step is to create a project (a profile for your game) and integrate modules (monetization templates for specific goods or offering, such as virtual currency).

To create a project, log in to your Publisher Account and navigate to the «Projects» section. Fill in all the fields with information about your game and choose which module to integrate. Make sure that the module you choose accurately corresponds to your game’s economic model.

Create a project

I created a project in my Publisher Account. When can I start receiving payments?

Before you can start receiving real payments, you’ll first need to complete and sign a licensing agreement with Xsolla, who must also countersign the document.

To start, log in to your Publisher Account and navigate to the «Agreements and Verification» section. Go into the subsection labeled «Licensing Agreement» and fill in the requested information.

When you’ve completed the agreement, select «Review and Sign Licensing Agreement.» A DocuSign window with the information provided will pop up. Select «Continue» to accept the Terms and Conditions and review the agreement.

Once you’ve reviewed the completed agreement, sign the document in all places indicated with a «Sign» label, and finalize the agreement by selecting «Finish.»

Your finalized agreement will be sent to Xsolla for review, where our legal team will check for errors and alert you if any corrections are needed. If everything looks good, Xsolla will countersign the agreement, which is then uploaded to Box for secure access.

Once Xsolla has signed your agreement, you’ll receive an email notification informing you that you’re enabled to start receiving real payments.

If you’d like a hard copy of your fully finalized licensing agreement, you can contact us to request one at any time.

I completed and submitted my Licensing Agreement. Can I start receiving payments now?

Before you can start receiving real payments, Xsolla needs to review and countersign your completed licensing agreement.

After you’ve finalized and signed your agreement, Xsolla’s legal team will review the document to check for errors and alert you if any corrections are needed. If everything looks good, Xsolla will countersign the agreement, which is then uploaded to Box for secure access.

Once Xsolla has signed your agreement, you’ll receive an email notification informing you that you’re enabled to start receiving real payments.

If you’d like a hard copy of your fully finalized licensing agreement, you can contact us to request one at any time.

Integration

What are the requirements to integrate a game with Xsolla?

The requirements for a successful game integration with Xsolla depend on which and how many Xsolla products and services you want to use, and how in-depth you want to customize those products.

For example, most integrations will require your team to build and test a webhook server to achieve the desired level of functionality. However, if you want to integrate your game with Xsolla Store just to create a widget to sell game keys, this can be performed as a serverless integration.

In general, it’s highly recommended that your team has at least one web developer. And to simplify the integration process, we offer a number of libraries and SDKs.

If you need more help, please contact us and our integration team will assist you.

How long does it take to integrate a game with Xsolla?

In general, a full game integration takes anywhere from one to four weeks, but it depends on the scale of the integration itself. For example, a more complex integration may be performed in phases across several months, but a simpler integration can be completed in as little as one day.

The factors that have the biggest impact on your integration timeline are:

  • Which/how many Xsolla products and services you want to use
  • How in-depth you want to customize Xsolla’s products and services
  • Which/how many goods you want to sell through Xsolla
  • Your development team’s delivery speed

Supported Goods

What are my virtual currency management options?

With Xsolla’s Virtual Currency module, you can:

  • Sell virtual currency, hard currency, and packages
  • Monitor conversion rates
  • Set package price points for different groups of users (e.g. new payers vs. whales)
  • Manage special promotions or timed deals

Virtual Currency Documentation

What are my virtual item management options?

With Xsolla’s Virtual Items module, you can:

  • Create a catalog of virtual items, able to be purchased with virtual or hard currency
  • Sort items into multiple categories with up to five nesting levels
  • Set access limits for specific items, such as a minimum user level
  • Feature ads for promotional and/or discounted items
  • Customize or replace pre-filled item descriptions, both full-length and menu length
  • Replace default item icons with custom images
  • Search for items by various attributes

Virtual Item Documentation.

What are my options for coupons, promotions, and discounts?

With Xsolla Store, you can use built-in tools to:

  • Set timed or permanent discounts on specific virtual items, virtual currency packages, and/or subscription plans
  • Set timed or permanent discounts that are activated by purchase through specific payment methods
  • Enable coupon codes and gifting options

What are my lootbox management options?

With Xsolla’s Lootboxes module, you can:

  • Set up drop rates for specific virtual items and virtual currency values
  • Customize an assortment of rules, including those concerning:
    • How many items can appear in a single lootbox (e.g. «from two to five items»)
    • How many times an item can appear across all lootboxes (e.g. «Super Sword cannot drop more than once»)
    • How a lootbox can be opened (e.g. «box can only be opened by a key»)

Email our integration team

What are my options for user-generated content?

Through Xsolla’s Virtual Items module, you can support and monetize user-generated content that relies on the creativity of your game’s community to develop uniquely designed variations of existing virtual items or other in-game elements.

Examples of user-generated content include:

  • Character skins
  • Weapon/armor skins
  • Item skins
  • Heads-up display (HUD) skins

User-Generated Content Documentation

What are my options for physical goods distribution?

If you’re interested in offering physical goods to users, the Xsolla team can help you develop a customized digital storefront and shopping cart experience (powered by Xsolla Store) and a white-label purchasing solution (powered by Xsolla Pay Station).

Also, as your Merchant of Record and Seller of Record, Xsolla will:

  • Handle logistics of goods stocking, order fulfillment, and shipping to/from customers
  • Cover all financial exposure for every payment
  • Oversee refunds, chargebacks, and exchanges
  • Account for localized taxation (VAT and sales tax)
  • Manage compliance with all local and regional laws and regulations
  • Offer 24/7 customer support in five languages, for issues such as claims of damaged goods, defective goods, incorrect specifications, etc.

ABCs of Xsolla

First of all, what is Xsolla?

Xsolla is the gaming industry hub built by players to bring out gaming’s best. We provide access to the products, services, and collaboration you need to expertly optimize your game’s reach and monetization potential.

In other words, everything you need to up your game.

Where is Xsolla located?

Xsolla is headquartered in Los Angeles, CA, with additional offices in Russia and South Korea — but we operate in almost every country and territory around the world.

Does Xsolla only work with corporate clients?

We partner with companies of all sizes — indie developers, mid-size teams and enterprise clients alike. Our products and services can adapt to the needs of anyone looking to self-publish and optimize their game’s reach and monetization potential.

How many payment service providers (PSPs) does Xsolla work with?

While we prefer not to disclose exact numbers, we’re happy to share that Xsolla partners with a «smart network» of PSPs who are strategically located around the globe.

Together, we provide players with over 700 payment options worldwide, including credit cards, debit cards, gift cards, PayPal, Boleto, Skrill, Amazon Pay, and hundreds more.

What is Xsolla’s gateway model?

As defined in our partnership agreements, Xsolla acts as a Technical Service Provider for our developer partners, offering:

  • Seamless integration of partner’s merchant accounts with our PCI DSS-compliant «smart network» of payment processors, all through Xsolla Pay Station
  • The #1 anti-fraud system in the gaming industry, built on a hybrid machine-learning mechanism with manual review of disputed transactions
  • Full connection to advanced reporting system, including courtesy VAT estimates
  • 24/7 payments support for your players

In turn, our partners are responsible for:

  • Signing agreements with each individual payment system
  • Overseeing tax-related issues
  • Managing payment system fees, payout conditions, and operating costs
  • Monitoring money received directly from payment systems

How do I get additional partner support if I need it?

Xsolla’s partner support team works 24/7/365 and can deliver assistance in 20 languages, including English, Spanish, German, Russian, Chinese, and Korean.

If you need more help, please contact us.

Legal Model, Taxes, and Fraud

How does Xsolla’s legal model work?

Xsolla is the gaming industry hub built by players to bring out gaming’s best. We provide access to the products, services, and collaboration you need to expertly optimize your game’s reach and monetization potential.

If you have more questions about Licensing Agreements, please contact us.

Why do I have to sign a Licensing Agreement with Xsolla?

Xsolla uses a licensing model to operate as a Merchant of Record and Seller of Record worldwide, which enables our partners to make the most use of our products and services.

As our partners’ Merchant of Record, Xsolla:

  • Complies with credit card association regulations and PCI DSS
  • Establishes and maintains relationships with financial institutions
  • Observes strict KYC guidelines

And as our partners’ Seller of Record, Xsolla:

  • Acts as the seller of digital and/or physical goods to end users
  • Accounts for local consumption (sales) tax
  • Establishes terms and conditions for all sales
  • Handles all chargeback and refund issues

If you have more questions about Licensing Agreements, please contact us.

How does Xsolla deal with consumption (sales) taxes and VAT?

Xsolla accounts for local consumption (sales) taxes and VAT through a built-in smart algorithm that accurately identifies the user’s location and calculates the applicable rate of sales tax or VAT at the exact moment of purchase.

This is just one of the many financial responsibilities we assume when acting as our partners’ Seller of Record.

Does Xsolla cover chargebacks and fraud?

Xsolla takes every measure possible to ensure your fraud rates stay below the level specified in your Licensing Agreement, flowing every single payment through our best-in-class, gaming-focused fraud prevention system. If fraudulent activity is believed to have occurred and a user seeks a refund through a chargeback dispute, Xsolla will cooperate with the payment service provider and offer all available payment information to ensure a fair ruling. If the user wins the dispute, the funds from their purchase are returned in full and you will be responsible for any chargeback fees levied by the payment service provider as the cost of services performed to dispute the payment with the issuing bank.

As is customary, please note that any transactions refunded as part of this process will not be issued as a payout.

Revenue Disbursement

What is Xsolla’s share of my revenue?

The structure of Xsolla’s revenue share for your partnership depends on the business model that you choose. But no matter which model you choose, you’re never responsible for overhead or integration costs.

If you have more questions about revenue sharing, please contact our Business Development team.

business@xsolla.com

How often will I receive my share of revenue from Xsolla?

In general, you’ll receive your revenue share from distribution of your game(s) and sales of your goods on a monthly basis.

If you have more questions about revenue sharing, please contact our Business Development team.

business@xsolla.com

What currencies can I receive payouts in?

Currently, Xsolla supports payouts in many currencies, including (but not limited to) USD, EUR, RUB, GBP, and a number of other options.

If you have more questions about payouts, please contact us.

How does Xsolla handle wire fees?

If your payout amount meet or exceeds the minimum limit stated in your Licensing Agreement, then no extra transfer fees are applied.

Please note that wire fees are neither defined nor controlled by Xsolla, and vary depending on the associated bank or financial institution.

If you have more questions about wire fees, please contact us.

CONTACT US 

GET ONE-ON-ONE SUPPORT WHEN YOU NEED IT

GENERAL QUESTIONS

TALK TO YOUR ACCOUNT MANAGER
If you’re an existing Xsolla partner, please reach out to your Account Manager (AM) using the contact info that they’ve previously shared with you.
MESSAGE OUR ACCOUNTS TEAM
If you’ve lost or forgotten your AM’s contact info, or aren’t currently an Xsolla partner, please email our Accounts team and we’ll respond within 48 hours

TECHNICAL QUESTIONS

VIEW OUR DOCUMENTATION
If you need help integrating your game with Xsolla, or want more info about our products’ APIs, features, or parameters, please look at our Developers section.
MESSAGE OUR INTEGRATION TEAM
If you can’t find your answer in our documentation, or would prefer direct assistance, please email our Integration team and we’ll respond within 48 hours.

feedback for
the founder

Let us know how we're doing

I want Xsolla to give you everything your video game needs to succeed.

So please tell me:

  • Which Xsolla tools and services do you love?
  • How can we make them even better?
  • Which ones needs some work?
  • Suggest something we could create for you.

I'm listening.

Thank you! Your feedback has been received!
Shurick Agapitov

Shurick Agapitov
Xsolla Founder & CEO