Xsolla processed a Roblox purchase that failed to deliver—how can I get my money back?

First, make sure that the charge is only a temporary "pending" hold.

Roblox says that purchases made with unverified or failed Xsolla can be denied while funds are held for a few days. It will normally drop off on its own if it's still pending.

If you have a receipt but no Robux or things, open a support ticket on Roblox and include the Xsolla receipt so that Roblox can speed up delivery. That's exactly what Xsolla says to do when payment went through but goods didn't come.

If delivery still fails, ask Xsolla for a refund by saying "problem with the product/not delivered" according to their return policy.

You should also include the transaction ID, date, and method of payment. You can start in the Wallet chat or the Xsolla Help Center.

❗ If Xsolla says no and you haven't gotten the goods, you can file a complaint with Xolvie to get help.