A charge from XSOLLA on your statement

Xsolla takes payments for video game companies. Its own help page tells you to look for a game purchase, an in-game purchase or a game subscription. The word after Xsolla is usually the game, as in Xsolla*Roblox. Look it up in your Xsolla Wallet account, where you can also cancel subscriptions and ask for refunds.¹²

What it looks like on a real statement

Xsolla lists these as examples of what you may see: Xsolla_Roblox, Xsolla*EFT, SURAWAY Ltd, Xsolla Inc., Xsolla_MTG ARENA INTERNET and Xsolla *civilization h.xsolla.com.ca.¹ The game name is often cut short: players call Escape from Tarkov EFT.¹² Suraway Ltd is a company in Cyprus that Xsolla’s own terms name as a seller.⁶ These lines were published by public bodies and a game company:

Roblox tells players: "If the charge on your statement says ‘Xsolla*Roblox’, please contact Xsolla’s Customer Support team". A line that says only "Roblox" goes to Roblox instead.¹⁰

A small charge that goes away by itself

If the amount is under $2, it may be a card check, not a purchase. Xsolla says: "we temporarily debit an amount of less than $2.00 USD from your account, which will be released back to your account within 12 hours."³ Look under Pending in your online banking. If it is still there after a day, treat it as a charge and follow the steps below.

How to find the purchase and stop it

1. Search your email for the receipt Xsolla emails a receipt if an email was entered at checkout, from mailer@xsolla.com.⁴ Search every address you use, including spam, for xsolla and the amount. Ask everyone who plays games on a device linked to your card.
2. Check the purchase history inside the game Xsolla suggests "checking your in-game or service purchase history with the charges on your payment account".¹ Games and launchers keep their own list of purchases.
3. Cancel the subscription in your Xsolla Wallet account "You can manage your subscriptions in the Subscription section in your Xsolla Wallet Account." Some cannot be cancelled there: "Epic Games, Ubisoft and LogicLike subscriptions can only be cancelled from respective game accounts."² Xsolla’s terms say to cancel "at least one (1) day prior" to the next charge.⁶
4. Ask for a refund, and do it fast In the Wallet account, add the purchase to the Purchases section and "submit a refund request there".¹¹ Which refund rules apply is printed "at the bottom of the Xsolla checkout page", and there are three sets.⁵ For a subscription you forgot to cancel, they say:
   • Limited: "refund is not allowed".
   • Moderate: "refund is allowed only for the first renewal within 48 hours after being debited for the subscription".
   • Flexible: "refund is allowed one-time-only within 48 hours after being debited for the subscription".
   In-game currency bought by mistake can be refunded under all three "if the purchase has not been redeemed", so do not spend it first.⁵
5. If you cannot find it, write to Xsolla Xsolla asks for "payment details: such as date, the charge amount, and payment account".¹ Use the chat in your Wallet account or the ticket form on its unknown-charges page. Keep a copy of what you send.

Before you dispute it with your bank

If nobody you know made the purchase, it is fraud. Tell your bank. Xsolla’s own guide for game companies says: "In the case of a real fraud, Xsolla makes a refund and takes the side of the victim."⁷

If someone in your home bought it, a dispute can cost you the account. The same guide calls that "Friendly fraud" and says Xsolla "disputes each chargeback whenever possible" when it is not real fraud.⁷ Its terms let it "refuse to accept payment from any User" it suspects of "foul play".⁶ One player wrote in May 2024 that they reported an Xsolla charge as fraud, the game was taken away a few days later, and they realised it had been their own Escape from Tarkov purchase. Then: "xsolla has now banned my account and permanently blocked me from spending money from any source debit or credit card."¹² Roblox says that once a charge is disputed, "a refund cannot be issued".¹⁰ So if the purchase was made by someone you know, ask Xsolla for the refund first, in writing, and go to your bank only if that fails. Ask your bank what its deadline is.

Is Xsolla legit?

Yes. It is a real payment company. Its terms name Xsolla (USA), Inc., at 15260 Ventura Boulevard, Sherman Oaks, California, as the seller for many purchases, and Suraway Ltd., Xsolla Berlin GmbH and others for the rest. Which one sold to you is stated in your purchase confirmation.⁶

Other names you might see

Xsolla is one of several companies that take payments on behalf of the people who make the product. For software, see PADDLE.NET, CBI* or CLEVERBRIDGE and FS *. All of them are listed in the table of unfamiliar charges.

Sources

1. Xsolla Help Center, "I see unknown charges for Xsolla". help.xsolla.com. Archived copy of 10 September 2026. Verified 26 September 2026.
2. Xsolla Help Center, "How can I cancel my subscription?". help.xsolla.com. Archived copy of 15 July 2026. Verified 26 September 2026.
3. Xsolla Help Center, "Card Verification". help.xsolla.com. Archived copy of 4 August 2026. Verified 26 September 2026.
4. Xsolla Help Center, "Where can I find my receipts?". help.xsolla.com. Verified 26 September 2026.
5. Xsolla, Refund Policy, and its three versions: Limited (archived), Moderate (archived), Flexible (archived). Section 7, Refund Conditions. Verified 26 September 2026.
6. Xsolla, End User License Agreement, last updated 16 June 2026. xsolla.com/eula. Archived copy of 20 September 2026. Verified 26 September 2026.
7. Xsolla Developers, "Chargeback". developers.xsolla.com. Archived copy of 15 March 2026. Verified 26 September 2026.
8. State of Delaware Open Data, State Employee Credit Card Transactions, field "merchant". data.delaware.gov. Verified 26 September 2026.
9. South Carolina Comptroller General, State Government Credit Card Usage Report, August 2020, column "Vendor Name". cg.sc.gov (PDF). Archived copy. Verified 26 September 2026.
10. Roblox Support, "Unauthorized Charges & Refund Requests". The live page blocks automated readers; we read the archived copy. en.help.roblox.com. Archived copy of 23 August 2026. Verified 26 September 2026.
11. Xsolla Help Center, "Refund my digital purchase". help.xsolla.com. Verified 26 September 2026.
12. Escape from Tarkov forum, "I am embarrassed and have a request", 14 May 2024. The player’s own account. forum.escapefromtarkov.com. Archived copy of 25 September 2026. Verified 26 September 2026.