1. Start with G2U Support
Use the on-site support page or the support-chat button to contact G2U. The support page is available without an account; a guest conversation is associated with your browser session. If you have an account, signing in helps keep your support history accessible.
Open G2U Support Open my account
No particular response time or round-the-clock staffing is promised on this page. Ask support for a case-specific update. If a previous guest conversation is no longer accessible, start a new one and explain the issue.
2. Orders and delivery
For an existing purchase, use the chat on the order page so the question stays with the order record. Include the order number, the game or item, what you expected, what happened and any relevant delivery evidence. You can reach an order through your account, saved private link or an enabled order email. G2U handles fulfilment, cancellations and refund requests directly.
If you cannot find or open it, use general support and provide the purchase email and order number if available. Do not publish the private order token or link in a public review.
See the Digital Goods Delivery Policy for delivery and the Refund & Cancellation Policy for cancellation and remedies.
3. Cancellations, faults and refunds
State clearly whether you want to cancel, report non-delivery, correct an invalid item, request a replacement or seek a refund. Describe any essential delivery deadline or difference from the listing. Keep the conversation for follow-up and ask for the reasons if you disagree with a response.
A request can still be made after an order is marked completed. Mandatory consumer rights are not lost through an administrative status. Do not make an additional payment to “release” a refund.
4. Account and security help
For sign-in, profile or recovery questions, provide the account email and a description of the problem. Do not send your password or a live verification code in chat. Use the recovery option presented by the site if available; support may need proportionate checks before assisting with private account information.
Report suspicious payment instructions, an exposed private order link or suspected unauthorised access promptly. Never send a wallet private key or recovery phrase.
5. Personal-data and deletion requests
Label your support message “Privacy request” and say whether you seek access, correction, deletion, restriction, objection or other help. Include the account email or order reference that helps locate the records, and explain whether you are acting for someone else.
Account deletion is requested through support; it is not a self-service button. Identity verification may be needed before records are disclosed or changed. Retention duties and other lawful exceptions can affect deletion. Read the Privacy Policy and Cookie Policy for details.
6. Keeping a request actionable
Send only information relevant to the request and keep a way to return to the conversation. If you have new evidence or believe the matter was not resolved, reply in the existing thread where possible and request a further review. Using support does not restrict a lawful complaint to a competent authority or your access to other legal remedies.
7. News & promo codes
Follow the official G2U Telegram channel — @g2u_gg for store news, promo codes, special offers and updates.
The channel shares announcements. For help with an order, payment, refund or account, open G2U Support or use your order chat.