Issues with a purchase

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.

To speed up the process, please provide the following information with your request:
- 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 you have previously caused a chargeback by direct debit, the system automatically blocks future payments with the same method. Unfortunately, we can not reverse this, so you will have to use a different payment method in the future.

• 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.