Contact
Support
Five routes, because a person in the middle of a fraud should not queue behind a billing question.
If you were tricked into buying a voucher
If someone contacted you claiming to be from tech support, a bank, a tax office, the police, a delivery company, an employer, or someone you met online, and asked you to buy a prepaid voucher and send them the code — that is a fraud, and no legitimate organisation is paid that way.
- Stop sending. Stop replying. Do not answer if they call back.
- Contact the voucher issuer immediately. An unredeemed code can sometimes still be frozen, and that window is measured in minutes.
- Report it to your local police and get a reference number.
- Write to our fraud address with the voucher reference. If that code reaches us, we can hold it.
Where to write
- Fraud and stolen codes
A voucher obtained from you by deception, or a code you believe has been compromised. Read first, at any hour.
- General support
Orders, verification, settlement, and anything about your own account.
- Data protection
Access, correction, deletion and portability requests, and any question about what is held on you.
- Complaints
Escalation when a support answer has not resolved matters.
- Law enforcement and issuers
Lawful requests, issuer disputes and preservation notices.
What support can resolve
- The status of one of your orders, and why it is where it is
- A verification that was refused, and what to change before resubmitting
- A settlement that has not arrived, and the reference it was sent under
- Correcting or deleting your personal data, within the limits set out in the privacy policy
- A voucher you believe was obtained from you by deception
What support cannot do
Support cannot discuss another person's account, reverse a settlement once it has been sent, or negotiate the commission. Those are not matters of discretion.
It also cannot always explain why an order is under review. Where a hold arises from a compliance obligation, the operator may be legally prohibited from saying so — including to you, and including in response to a complaint. An answer that seems evasive is sometimes an answer that is legally required to be. The AML policy sets out why.
Before you write
Include your order reference if you have one. If a voucher is involved in something happening right now, say so in the first line — it changes how quickly the message is picked up. Never send a full voucher code by email; support will never ask for one.
If support has not resolved it
The complaints procedure sets out how to escalate, who reviews it, and what to expect.