Xsolla deducted funds but didn’t deliver the game—how can I resolve the failed purchase?

If Xsolla took the money but didn't send the game, check to see if the charge is still in the "pending" or "authorization" stage.

Most of the time, banks put a temporary hold on the money that will be released in a few days if the buy doesn't go through.

If the payment shows as finished but you still haven't received the game, send your Xsolla receipt to Roblox or the publisher's customer service and they will make sure it gets sent to you.

Xsolla says that if a payment is made for a product that hasn't been sent yet, the game developer has to send the product.

You can ask Xsolla for a refund through their Help Center or Wallet live chat if help can't fix it. To speed up the process, give the transaction ID, payment method, and date.

❗ If the problem remains unresolved, consider filing a complaint on Xolvie to raise awareness about the issue and inform others.