Unfortunately, it is not always possible to prevent technical issues with a STARS purchase. If you have any issues with a GU STARS purchase that cannot be solved with the use of this help section, please contact support, we will try to help you as soon as possible.
Reporting a purchase issue
To create a support ticket, start chatting with the AI assistant and ask for guidance with the ticket.
- Username
- affected game
- date of payment (day, hour)
- payment method (credit card, bank transfer, PayPal,...)
- payment details (e.g. Paypal: transaction number)
- affected receipts or statements as screenshots, pdf, scan
Direct Debit or Credit card transaction declined
If a payment with a direct debit or credit card is rejected, one of the following might be the reason:
If a direct debit for your account is reversed, the payment service provider will automatically forward the reversal notice. As soon as it is received, your account will be automatically suspended. At the same time, you will receive a notification with all the details regarding the outstanding balance and the available payment options.
You may have entered the wrong information more than 3 times.
Only one transaction with direct debit and credit card is allowed within 48 hours.
The system of our provider sometimes refuses certain data.
Some credit cards are blocked from online purchases. You might be able to unblock the payment by contacting your bank or credit card issuer.