Frequently Asked Questions
These answers cover common questions before and after a digital purchase.
How are gift cards and game keys delivered?
After payment and any required security check, the code is added to the order page in your Nexa Cards account. Codes stay hidden until you choose to reveal them while signed in. We email you a link to your order when it is ready, but we never send codes by email.
How are game top-ups delivered?
Top-ups are credited directly to the Player ID or account details you enter at checkout. No separate code is issued: the successful top-up is the delivery. Please double-check your Player ID, server and region before paying, because a top-up credited to the details you entered cannot be reversed.
How long does delivery take?
Most orders are delivered shortly after the payment is confirmed. Some orders take longer because of supplier processing or a security check. You will receive an email as soon as your order is ready.
Why is my order in a security check?
To protect our customers from unauthorized card use, some orders are checked by our team before delivery. This does not mean anything is wrong with your order. You do not need to do anything unless we contact you, and we will email you when your order is ready.
Why is the region important?
Many gift cards and game keys work only on accounts registered in the country or region shown on the product page. Check that the product region matches your account before buying. A wrong-region purchase cannot be refunded after the code is delivered or revealed.
Which payment methods do you accept?
The payment methods available for your order are shown at checkout and can vary by country, currency and product. The final amount and the currency you will be charged in are shown before you confirm payment. Your bank may add its own currency conversion fee.
What will I see on my card statement?
Card payments appear on your statement as NEXA CARDS.
Is my payment information safe?
Card details are entered on our payment provider's secure payment page and are not stored by Nexa Cards. We will never ask you for your full card number, security code, passwords or one-time codes.
Can I cancel my order?
If your order has not been delivered yet, or the code has not been revealed, contact support as soon as possible and we will check whether it can still be cancelled. After a code is revealed or a top-up is completed, the order cannot normally be cancelled, unless the product is invalid or does not match your order.
My code does not work. What should I do?
Do not keep retrying the code. Contact support with your order number, a screenshot of the error, and the platform and region where you tried to redeem it. We verify the code with our supplier and provide a replacement or refund if it was invalid when delivered.
How do refunds work?
Approved refunds go back to the payment method used for the purchase: card payments to the same card, and crypto refunds are arranged with you by our support team. Nexa Cards accounts do not hold a balance or store credit, so a refund is never kept on your account. After we submit a card refund, your bank decides how long it takes to appear.
I was charged but I do not see my order. What should I do?
A pending amount can be a temporary authorization hold that your bank releases automatically. If you believe you were charged, contact support with the date, amount and the email on your account so we can check the payment.
Should I contact you before opening a dispute with my bank?
Yes, please. Most problems are solved faster by our support team. If a payment dispute is opened, codes on the order that have not been revealed yet may be locked until the dispute is resolved.
How do I contact support?
Email support@nexa-cards.com, call +1 (505) 407-9299, or use the chat on your order page. Please include your order number. Never send passwords, full card numbers or security codes.
Still need help?
Contact support and include your order reference if your question is about a purchase.