1. What we deliver
KEYPLO sells digital products only. Nothing is shipped physically. Depending on the product, delivery takes one of the forms below. The product page and your order confirmation show which applies.
- Code shown in your order: the key or code is displayed in your order details or on the order confirmation page.
- Account and order page: if you have a KEYPLO account, your delivered products can be found under My Account → Orders.
- Email: order emails are sent to the address you entered at checkout and may include the code or a link to view it.
- Automated top-up: game currency or balance is credited directly to the player ID or account details you provide.
- Account-based fulfilment: some products, such as certain subscriptions, are applied to an account you specify, following the instructions on the product page.
2. When delivery happens
Delivery starts once your payment is confirmed. Many orders are completed within minutes. However, we do not guarantee a specific delivery time, because some steps depend on payment confirmation, supplier systems and security checks.
Possible reasons for a delay include:
- the payment is still pending with the payment provider;
- the order has been selected for a security or fraud check;
- temporary stock or supplier availability issues;
- maintenance or outages on the platform or game where a top-up is credited;
- incorrect or incomplete account details for a top-up.
3. Security verification
To protect customers from fraud, some orders may be held for verification. If we need information from you, we will email you at the address used for the order. Orders that cannot be verified may be cancelled and refunded to the original payment method.
4. Your responsibilities
- Enter a valid email address you can access.
- For top-ups, enter the correct player ID, username, server and region.
- Check that the product’s region and platform match your account before buying.
- Keep codes private. Treat a code like cash: anyone who has it may be able to use it.
- Check your spam or junk folder if an order email does not arrive.
5. Failed or incomplete delivery
If your order was paid but you have not received your product, or a top-up has not arrived, first check your order status in My Account and your email. If the problem continues, contact support with your order number. If the failure is on our side, we will complete the delivery, provide a replacement or refund you, as described in our Refund Policy.
6. Support procedure
- Check your order status and email (including spam).
- Contact support with your order number and a short description of the problem.
- Add a screenshot of any error message, if available.
- We check the order with our systems and, if needed, the supplier, and reply by email.
Related: How Digital Delivery Works · Order Help · Terms & Conditions