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Customers
HelpDesk

Top Questions

How can I contact your customer support?

If you have any questions or need help with your order, our support team will be happy to assist you at any time over the phone, online chat, skype, or e-mail.

See this information on the right hand side of every page.

Also you can send us a message or schedule a callback.

How can my order be delivered?

Classified Ads on eBay

All registration codes will be sent to your PayPal email address right after verification of your payment details. To assure prompt flawless delivery please add info@playsmarty.com to the list of entrusted contacts and exceptions for spam-filters. Usual delivery time is 5 - 30 minutes.

Regular Auctions/Fixed Price Items

Free shipping service specified as Other (See Description) or Standard Flat Rate Shipping implies delivery of the cards with registration codes only. For quality assurance to your PayPal email we will also send:

  • scanned copy of a registration code,
  • activation instructions,
  • link download the game client (for game cd-keys).

Please note that it can be not sufficient for example for Christmas present.

To receive a game box including disks and all the content, please select the suggested local carrier and the supported delivery service:

  • for Scotts Valley, United States – USPS,
  • for Leeds, United Kingdom – Royal Mail,
  • for Mainz, Germany – DHL.

If you have any additional questions regarding the terms and possible ways of delivery, please contact our support service to clarify your concerns before placing the bid.

When will my order be processed and dispatched?

Our support service works twenty-four hours a day, seven days a week. Once your payment details have been checked (for more information please refer to ID Theft Protection) it will take about 5-30 minutes to process and deliver your order.

Is it possible to have a discount on eBay items?

For Regular Items there is a fixed quantity and prices for all eBay Items.

Classified Ads: generally there is a drop-down menu with price / quantity in the Buy It Now button. The more you buy, the less you pay.

An error arises when I am trying to activate my code. What can I do?

Most of the difficulties occur because of the following reasons:

  • you are trying to activate the European account with an American code, or create an account using only expansion key, or vice versa;
  • you are typing it in incorrectly with some extra spaces or characters.

Rather than entering it into the input box manually you might need to type it into, for example, a notepad and then copy and paste it to the billing system of the selected game to avoid any extra spaces or characters to show up in your code.

Please check your code. Some characters can appear to be similar making them difficult to distinguish. In such a case, please refer to the below chart:

  • U looks like V;
  • M looks like N;
  • G looks like 6;
  • Z looks like 7;
  • 8 and B;
  • 2 V's next to one another can look like a W;
  • O looks like 0 (zero).

Specially for individual items:

World of Warcraft products - if you failed to activate the code at once, please log out and log in back each time you try to enter another combination. If not to do this, the code will be recognized by the billing as invalid even if the correct combination is put in.

iTunes Gift Cards - please make sure that the country stated in your account is of respective region on the card. For example for the US cards of USD nominal value the county registered with your profile should be the United States.

Xbox Marketplace and PlayStation Network Cards - rather often while the code activation through the game console the code is reported as invalid or not corresponding to its features. We strongly recommend you to try to activate the code through a website (xbox.com or playstation.com) before sending the the invalid code report.

In most cases that helps to solve the problem. If not, please refer to Registration Codes Troubleshooting topic.

General Question

Identity Theft Protection

Available Discounts and Bonuses

Order Cancelation and Return Policy

Order Processing and Delivery Time

Registration Codes Troubleshooting

Feedback and Surveys

General Question

What kind of products can I find in PlaySmarty eBay store?

In PlaySmarty Store we offer our customers the most popular PC and console games and accessories. For your convenience we deliver games in the original game boxes or digital copies of the registration codes at your choice.

You can always use our store to get prepaid MMOPRG time cards, points and subscription for Xbox Live, Wii / Dsi Shop Channels and Playstation Network.

See the partial product list here.

What are your business hours?

We are here to help 24/7 all year round.

How can I contact your customer support?

If you have any questions or need help with your order, our highly trained support team will be happy to assist you at any time over the phone, online chat, skype, or e-mail.

See this information on the right hand side of every page.

Also you can send us a message or schedule a callback.

back to FAQ index

Identity Theft Protection

What is identity theft and how does it affect me?

Identity theft is when your personal information is stolen and used illegally, to open accounts in your name. According to the Federal Trade Commission, identity theft is one of the fastest growing crimes in the world.

One of the biggest threats to the security of your eBay/PayPal accounts and your identity is fraudulent email and websites, called spoof email and spoof websites. Both are used to obtain personal and account information.

As a seller we receive orders accomplished from the hacked accounts every day. As a rule such payments get reversed within the next few hours or days.

In order to prevent fraudulent actions, to buyers’ funds save, and to protect our store from losses, we verify personal and billing information for each order by ourselves.

Additional Information

Identity Theft Guide on PayPal:

https://www.paypal.com/us/cgi-bin/webscr?cmd=xpt/Marketing/securitycenter/general/UnderstandIdTheft-outside

Protecting yourself from account or identity theft on eBay: http://pages.ebay.com/help/account/protecting-account.html

My PayPal and eBay accounts have already been confirmed and verified. Why should I verify anything else?

Anybody can become a victim to fraudsters no matter how many feedbacks you have with eBay or how long ago your PayPal account has been confirmed. Hackers can obtain access even to the already confirmed and verified account and make purchases on its behalf simply by changing some of its data.

Still, I do not want to share any more information about myself. Is it really that necessary?

In the process of the phone data verification only the information you have already registered with eBay and PayPal is under review, it is accessible for us as a legal party of the transaction. You will be requested only to confirm it, no extra data is required.

Please note.

According to the eBay Privacy Policy only the information concerning the Users in Transaction is requested while the process of ID verification.

Also, this information about you as the Buyer won't be used in future for any purposes other than communicating about the item.

For more information please refer to http://pages.ebay.com/help/policies/privacy-appendix.html

Phone verification of the Identity - what does that mean?

Our representatives will contact you on the number registered on your PayPal or eBay account. You will be asked to authorize the purchase and answer a few simple questions that can be known only to the account owner.

This will be a free-of-charge incoming call made at the settled time. The whole procedure will take not more that 2-3 minutes of your time.

I can make a call myself to confirm everything, what is it do you need?

Unfortunately, it is impossible. There is a number of services allowing fraudsters to disguise their real information while calling. It is called Caller ID Masking / Spoofing.

Find out more on this subject here http://www.calleridspoofing.info

Thus, the verification call should be an incoming for you. You can also contact us beforehand to coordinate all the details.

I am temporarily unavailable at the number registered on PayPal. Can you call me on another phone number?

By your request we can make a call to any number in your range (except for VoIP). However, if you are traveling at the moment, have recently moved and forgot to update PayPal/eBay profile, and your current location differs much from the registered one, your order processing can take longer than usual.

Please remember to update your eBay/PayPal information in timely manner

Also, we reserve the right to cancel any order we find suspicious.

What type of a phone number can be provided for the phone confirmation?

Fixed line (preferable) or cell number associated with your shipping address.

Since VoIP numbers are not geo-referenced they would not be accepted.

How will you use the information received during the phone confirmation?

According to the eBay Privacy Policy information about you as the Buyer won't be used in future for any purposes other than communicating about the item.

If I buy from you again, should I get through the verification procedure every time I make a purchase?

This is a one-time procedure required for the first-time customers only. Once you become a verified customer, all the next purchases are delivered instantly without additional questions or delays.


back to FAQ index

Available Discounts and Bonuses

Is it possible to have a discount on eBay items?

For Regular Items there is a fixed quantity and prices for all eBay Items.

Classified Ads: generally there is a drop-down menu with price / quantity in the Buy It Now button. The more you buy, the less you pay.

I am a regular buyer. Are there any additional bonuses for me?

All items displayed on eBay are also available on our web site.

Checking out after your first eBay purchase you will receive the first level of an accumulative discount and the discount coupon to test our service directly.

Wholesale options?

If you plan to make bulk purchases please refer to Wholesale section.


back to FAQ index

Order Cancelation and Return Policy

I accidentally bought a US version of the game though I need a European one. Can we switch them?

If the required item is available we can certainly make a replacement.

The following terms should be met:

  • item must be returned in the same condition (returning shipping is paid by the Buyer),
  • registration code should not be redeemed,
  • Buyer is to pay the price difference if any.
How can I cancel my order of the regular eBay item (Auction / Fixed Price)?

We would like to draw your attention to the fact that the Buyer must carefully read the item description, shipping and handling information before bidding. You can clarify all the questions using Ask Seller a Question link.

Every eBay purchase is a legal contract between Buyer and Seller, where everyone has to follow their obligations. If the order cancellation is entailed by the listing requirements Buyer does not agree with or by the failure of following them, PlaySmarty reserves the right to deny the order cancellation.

Please be aware of these simple rules when purchasing something on eBay.

At the same time we understand mistakes sometimes happen and we are here to keep our customers happy. So, if for some reason you do not need the purchased item any longer or you have no opportunity to pay for it in time, or unwilling to follow auction requirements the order can be mutually cancelled.

For the order to be canceled and refunded the following terms should be met:

  • item must be returned in the same condition (returning shipping is paid by the Buyer),
  • registration code should not be redeemed (otherwise, no refund will be prrovided),
  • Final Value Fee should be credited back to our account.

What is the Final Value Fee?

The Seller is charged a Final Value Fee (FVF) if his item sells or ends with a winning bid. This fee applies whether or not the sale was completed with the Buyer.

In some cases, for example if the Buyer backs out and doesn't buy the item, the Seller can request a Final Value Fee Credit.

You will receive a system eBay request for bargain abrogation, and the only thing you need is to confirm that you mutually agree to cancel the transaction. FVF will be credited back to our account right after.

The procedure of order cancellation implies absolutely no punitive sanctions to you as the Buyer and is intended only for the return of prepaid Sellers commissions by eBay.

Additional information can be found here:

http://pages.ebay.com/help/sell/cancel-transaction-process.html

How can I cancel the order of a Classified Ad item?

In case a digital code was delivered and redeemed by you, no order cancellation or refund is possible.

Otherwise, by your request we can cancel the order and issue the full refund. Before doing that we always check validity of the code, usually it takes 24 - 48 hours. You will be provided with a Refund Transaction ID after the order has been cancelled.

I received a message that my refund is completed, why then the funds are still unavailable on my balance?

Generally refunded money is credited back instantly if the original payment was made from your PayPal account balance. In case you used a credit card or bank account as a source of funds refunded money will be available for use in a few hours or days (depends on your bank).

If you would like to check on the refund clarification date please contact PayPal Customer Support using provided Refund Transaction ID.


back to FAQ index

Order Processing and Delivery Time

When will my order be processed and dispatched?

Our support service works twenty-four hours a day, seven days a week. Once your payment details have been checked (for more information please refer to ID Theft Protection) it will take about 5-30 minutes to process and deliver your order.

What information is it necessary to indicate while making the payment?

For quality assurance and prompt processing of your order please make sure to state your shipping address (no matter whether it is going to be digital or physical delivery) and the valid phone number associated with the shipping address.

We might contact you on the phone for the order confirmation. For more information please refer to

ID Theft Protection.

How can my order be delivered?

Classified Ads on eBay

All registration codes will be sent to your PayPal email address right after verification of your payment details. To assure prompt flawless delivery please add info@playsmarty.com to the list of entrusted contacts and exceptions for spam-filters. Usual delivery time is 5 - 30 minutes.

Regular Auctions/Fixed Price Items

Free shipping service specified as Other (See Description) or Standard Flat Rate Shipping implies delivery of the cards with registration codes only. For quality assurance to your PayPal email we will also send:

  • scanned copy of a registration code,
  • activation instructions,
  • link download the game client (for game cd-keys).

Please note that it can be not sufficient for example for Christmas present.

To receive a game box including disks and all the content, please select the suggested local carrier and the supported delivery service:

  • for Scotts Valley, United States – USPS,
  • for Leeds, United Kingdom – Royal Mail,
  • for Mainz, Germany – DHL.

If you have any additional questions regarding the terms and possible ways of delivery, please contact our support service to clarify your concerns before placing the bid.

How can I track my order?

If selected delivery option provides a tracking number, it will be emailed to you after dispatch. Please note that not all shipping options support international tracking. In such cases tracking will be available on the territory of the sender country.

If my item was lost in transportation. What shall I do?

If you have a tracking number please contact the carrier to clarify the situation.

Otherwise, please contact our support service.


back to FAQ index

Registration Codes Troubleshooting

Registration Codes Troubleshooting

An error arises when I am trying to activate my code. What can I do?

Most of the difficulties occur because of the following reasons:

  • you are trying to activate the European account with an American code, or create an account using only expansion key, or vice versa;
  • you are typing it in incorrectly with some extra spaces or characters.

Rather than entering it into the input box manually you might need to type it into, for example, a notepad and then copy and paste it to the billing system of the selected game to avoid any extra spaces or characters to show up in your code.

Please check your code. Some characters can appear to be similar making them difficult to distinguish. In such a case, please refer to the below chart:

  • U looks like V;
  • M looks like N;
  • G looks like 6;
  • Z looks like 7;
  • 8 and B;
  • 2 V's next to one another can look like a W;
  • O looks like 0 (zero).

Specially for individual items:

World of Warcraft products - if you failed to activate the code at once, please log out and log in back each time you try to enter another combination. If not to do this, the code will be recognized by the billing as invalid even if the correct combination is put in.

iTunes Gift Cards - please make sure that the country stated in your account is of respective region on the card. For example for the US cards of USD nominal value the county registered with your profile should be the United States.

Xbox Marketplace and PlayStation Network Cards - rather often while the code activation through the game console the code is reported as invalid or not corresponding to its features. We strongly recommend you to try to activate the code through a website (xbox.com or playstation.com) before sending the the invalid code report.

I have tried different combinations at activation but with no success. How do I report this?

Please use the following form to report the malfunction of the registration code purchased in our Store. Please allow us some time to investigate the situation. We are perfectly aware how important it is for you to get back to the game or extend your subscription as soon as possible and will do our best to resolve it the soonest possible.

Also, if you feel secure enough, you can set a temporary password and provide your game account login date to the associate dealing with your issue upon request, so that we could activate the code for your account, communicate with game support team on your behalf. In many cases this may save both you and us a great amount of time in problem resolution.

Should the code prove to be invalid after thorough investigation it will be definitely replaced or a full refund will be issued in case the replacement is impossible.

On code activation I received a system message that it had already been used. How do I get a new code?

Our support team carefully monitors all the incoming cd-keys and time / points codes what keeps us from sending one and the same code to different users, code shifting to another game / item / local version and so on.

So in the majority of cases your code should work perfectly.

However, if you have come across such a situation, use the following form to report the used code. Please allow us some time to contact Game Technical Support Service on the subject of code activation date and the Game Tag or Account it had been applied to. Once we get the confirmation that the code has already been used at the sales moment it will certainly be replaced.


back to FAQ index

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