Can I return my electronic purchases ?
Electronic purchases are not returnable. The numerical game codes that you receive in your email and any associated passwords are not reusable. Once sent to a customer, they can never be sent to another customer.
What if my code doesn’t work ?
If you have a code that doesn’t work, we will be happy to verify the code and replace it if an issue is found. Prior to contacting customer support, please make sure you are typing correctly and that your ‘Caps Lock’ key is off.
To contact customer support, log in to your account at https://www.playspan.com/support. To add a support request, click on “New Ticket” link and fill out the form. Once you have filled out the form with the necessary details, click on “Submit” to send the ticket to the Support Team. Somebody should get back to you within 24 hours.
What are the eligibility requirements to register and use the PlaySpan™ Marketplace and service ?
In order to register and use the PlaySpan Marketplace and service you must meet the following eligibility requirements:
- Be at least 14 years of age.
- Agree to the PlaySpan™ End User Agreement and Privacy Policy.
- Have a Verified PayPal account or PayByCash account as a payment method. Login / Register
How secure is my PlaySpan account ?
Your PlaySpan account is completely secure. Since PlaySpan is not a payment gateway or financial institution, we do not need to collect or store any of your critical payment information. The personal information you have provided us at registration will not be shared with any individual or business. PlaySpan also uses SSL (Secured Socket Layer) for transactions.
How do I contact customer support ?
There are three ways for you to contact Customer Support:
Note: Please remember to always include your account name and a detailed description of your issue. You can expect a response to your support request within 24 hours.
What kind of customer support does PlaySpan provide ?
PlaySpan Customer Support via email is available to you 24 hours a day and 7 days a week to help you resolve any issues you are having.
There are three ways for you to contact Customer Support:
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Log in to your account at
https://www.playspan.com/support. To add support request or to provide feedback, click on “New Ticket” link and fill out the form. Once you have filled out the form with the necessary details, click on “Submit” to send the ticket to the Support Team.
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If you are having account or technical issues preventing you from logging into the support website or the player, you can contact support by sending an email to
support@playspan.com
- You can also choose to contact customer support by clicking on the “Support” option on the PlaySpan Marketplace website.
Note: Please remember to include your account name and a detailed description of your issue. You can expect a response to your support request within 24 hours
What are Ultimate Points ?
Ultimate Points are a stored value micro-payment system. Your points will be held in a balance associated with your PlaySpan account until you use them to buy goods and services at a Points-enabled online retailer, such as the PlaySpan Martketplace.
Why Do I Need Points? And what are they used for ?
Ultimate Points are used instead of currency (US Dollars) to allow for easy transfer of any amount. Other payment systems, such as credit cards, have minimums for transactions due to the cost of processing. There are also laws that restrict the transfer of money. Once your account is funded with Ultimate Points, via a credit card or your checking account, the transaction cost within the PlaySpan Marketplace is much lower. This allows goods and services to be bought, sold or transferred at any price. And, that means a larger variety of products available to you. Purchasing Ultimate Points can also speed the delivering of your marketplace purchases because there will be no wait time for third-party payment approval and processing.
Why wouldn’t I just pay with my credit card or PayPal rather than buying points ?
Ultimate Points are specifically designed to enable you to buy very low-priced goods and services without paying additional charges to cover the costs of a credit card transaction. Instead, these fees are incurred only once when you buy Points. This allows PlaySpan to offer you a wider range of products and services than otherwise possible.
You may use other payment methods, such as a credit card, for some of the lower cost items, but the extra processing cost may be passed on to you.
What payment methods are supported to buy Ultimate Points online ?
Currently Ultimate Points can be purchased using PayPal, PayByCash, Visa, MasterCard and Discover.
You may also earn your Ultimate Points by selecting ‘Earn’ in the checkout process and completing offers or surveys.
Why does purchasing Ultimate Points mean faster delivery of my marketplace goods ?
Purchasing Ultimate Points can speed the delivering of your marketplace purchases because there will be no wait time for third-party payment approval and processing after the initial points purchase is approved.
How do I earn points ?
You can acquire points at no cost by completing advertising offers or surveys that are provided to the PlaySpan Marketplace by third-party partners by clicking on the “Earn Points” link. In some cases the advertiser may request your contact information or require you to make a purchase. Once you provide your contact information or payment details to a third-party advertiser in order to earn points, PlaySpan’s privacy policy will no longer be in force and we will have no control over how the third-party uses your information. PlaySpan makes every effort to police the offers to ensure that they are appropriate to our audience, but cannot guarantee their quality since they are provided by a third party.
How is an “earned” point different from points I purchased or received as a reward for registering or referring friends?
There is no difference in value. In all cases, an Ultimate Point in your wallet has the same value and can be redeemed for purchase of items in the store at a value of 100=$1. However, in some cases points that you receive as a reward or a promotional coupon may have a shorter expiration date so it is advised that you spend them as soon as possible.
What do I do if I complete an offer but don’t receive my points?
A separate customer support contact is supplied by the offer provider. Please contact the offer provider directly if you are not awarded your points. If the offer provider does not respond to your complaint in a timely manner, say within 48 hours, please notify PlaySpan customer support so we can look into the issue for you.
How do I check on the status of my offers ?
You can click on “Earn Points” at any time to check the status of your offers supplied by the offer provider. In some cases it takes several hours or even several days for your offer to be confirmed. At that point, you will be awarded your Ultimate Points. Your current Ultimate Points status is always available at the top of the Marketplace page or in “My Account.”
What are rewards points ?
Rewards points are awarded to PlaySpan Marketplace customers for performing specific activities such as registering or referring friends. They will appear in your Ultimate Points account at the top of the page. You can spend these points just like the Ultimate Points that you have purchased or earned in other ways. If you don’t receive rewards that you feel you are owed, please contact customer support. It is against PlaySpan Marketplace policy for a customer to create multiple accounts in order to receive additional rewards points. If you are found to be in violation of this policy, you risk forfeiture of any points earned from rewards and may be banned from the PlaySpan Marketplace.
How do I redeem rewards points ?
You can redeem rewards points just like regular Ultimate Points. See above.
How long are rewards points valid?
In most cases, rewards points are valid for 90 days. You must spend them in that timeframe or lose them..
What are coupon codes ?
Coupon codes are provided to PlaySpan Marketplace customers during special promotions. They can be redeemed for Ultimate Points or specific items or packages in the store.
How do I redeem coupon codes ?
You can redeem coupon codes when you purchase points or other items. Look for “Redeem Coupon” or “Redeem Coupon Code” and follow instructions. Typically you will need to be logged in to your PlaySpan Marketplace account and will need to manually input the code into the form field provided. Delivery of items “purchased” with a coupon code will be delivered in the same way as items purchased through other methods. Ultimate Points received through a coupon code will appear in your regular Ultimate Points account following redemption.
Can I redeem more than one coupon code at a time ?
This may vary from coupon to coupon, but typically coupon codes are not “stackable,” meaning you cannot use more than one with a given purchase. Some coupon codes are also designed to be used with a specific account and cannot be used with other accounts. It is against PlaySpan Marketplace policy to create a new or secondary account in order to redeem additional coupons designed as part of a “one per customer” promotional offer. If you are found to be in violation of this policy, you risk forfeiture of any points earned from coupons and may be banned from the PlaySpan Marketplace.
How long are coupon codes valid ?
Coupon codes are valid for varying lengths of time. Please read the Terms & Conditions associated with the specific promotion through which you received the code to find out the expiration dates. Points received through redeeming a coupon code are valid for a fixed period of time, typically 90 or 180 days. You must spend them in that timeframe or lose them.
How do I earn points for referring friends ?
You can earn Ultimate Points for referring friends by clicking on the "Refer a Friend" link and then uploading your friends' email addresses. We will send them an email on your behalf inviting them to check out the PlaySpan Marketplace. You will earn points for every friend who comes to the store by clicking on the link in your email (or fills in your email address as the referrer when they register) and then makes a purchase of at least $5 within 30 days.
When will I receive my Refer a Friend points ?
You will typically receive your points within a few days of your friend registering and making a purchase. They will appear in your Ultimate Points account which can be viewed at the top of the PlaySpan Marketplace page when you are logged in.
What do I do if don't receive my Refer a Friend points ?
If friends that you referred have definitely created accounts and made at least $5 in purchases and you have not received points within a week, please contact PlaySpan Customer Support and we will look into the issue. Please provide your email address and the addresses of your referred friends. It may be, for example, that another PlaySpan customer referred the same friend or your friend did not complete a minimum $5 purchase within 30 days as required.
Do I have to pay for registering with PlaySpan Marketplace ?
Registering for a PlaySpan Marketplace account is free. The only time you pay for anything while using the PlaySpan Marketplace is when purchasing items from the store.
What payment options are available? How do I pay for an item ?
We currently support the following payment methods on the PlaySpan Marketplace:
- PayByCash*
- Credit Card**
- Ultimate Points
- Verified PayPal Accounts***
*PayByCash offers over 80 different methods including Ultimate Game Card, Wallie Card, and ACH.
**Credit cards are accepted in the following countries: United States, United Kingdom, Netherlands, Ireland, Sweden, Denmark, Finland, Austria, France and Canada.
***Non-Verified PayPal accounts registered in the United States will also be accepted. PlaySpan reserves the right to limit the amount purchased via a non-verified PayPal account (or any other payment method) to support the current PlaySpan fraud and user protection policy.
What is a Verified PayPal account ?
Please see the PayPal FAQ for more information regarding Verified PayPal accounts at https://www.paypal.com/cgi-bin/webscr?cmd=p/gen/verification-faq-outside.
I have been double charged for my purchase. What should I do now ?
If you are double charged for a single purchase, you will need to provide us the following details:
- Order ID of the purchased item. The Order ID can be located the My Orders section of the My Account page.
- Credit Card/Bank statement indicating the double charge for the purchase.
There are three ways for you to contact Customer Support:
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Log in to your account at
https://www.playspan.com/support. To add a support request or to provide feedback, click on “New Ticket” link and fill out the form. Once you have filled out the form with the necessary details, click on “Submit” to send the ticket to the Support Team.
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If you are having account or technical issues preventing you from logging into the support website or the player, you can contact support by sending an email to
support@playspan.com
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You can also choose to contact customer support by clicking on the “Support” option in the PlaySpan Marketplace website.
Note: Please remember to include your account name and a detailed description of your issue.You can expect a response to your support request within 24 hours
What is your refund policy?
All purchases are final. There are no refunds once items are purchased through the PlaySpan Marketplace. If you received a faulty code or password which prevents you from using a product, we will provide you with a new one.
When will I receive my payment for selling IMVU Credits?
If you have already transferred IMVU Credits to the PlaySpan IMVU Avatar “PlaySpanMarketplace”, and we have verified the receipt of the delivery, the payment will be sent to your PayPal account in 5 business days.
How long will it take before my account is activated ?
Upon registering an account with PlaySpan Marketplace, you will immediately receive an account activation e-mail. You can activate your account by clicking the activation link in this e-mail.
If you have not received the account activation email within 24 hours of registration with PlaySpan Marketplace, please contact customer support at support@playspan.com from the same“Email Address” you used at the time of registration with PlaySpan Marketplace and include your PlaySpan “User Name.”
I never received my account activation e-mail. What now ?
If you never received the account activation e-mail, please be sure to check your Junk/Spam folder.
If you have not received the account activation email within 24 hours of registration with PlaySpan Marketplace, please follow the steps below to receive your activation email.
- Visit the URL http://www.playspan.com
- Click “Login / Register” on the upper right of the PlaySpan Marketplace homepage .
- Click “Resend Activation Email” and follow the instructions.
Why do I need to verify my e-mail address ?
In an effort to reduce the risk of fraudulent behavior, all players must verify their email address/accounts. E-mail/account verification is used to verify a player's e-mail address before they are permitted to access PlaySpan Marketplace services. Verification of e-mail helps PlaySpan provide a fun and safe experience for everyone. Until you verify your e-mail address, your PlaySpan Marketplace account will be restricted.
Can I reset an e-mail address or should customer support be doing it for me ?
Sorry, at this time there is no way to reset or update your e-mail settings. Please contact support@playspan.com for further assistance.
How do I secure my account information ?
Make sure your account name is known only to you. Choose passwords that have a mix of alpha and numeric characters. Never share your PlaySpan Marketplace user name and password with anyone verbally, via chat or e-mail.
Maintenance of safe internet practices and safeguarding account login information is highly recommended for a secure PlaySpan marketplace experience. This includes changing your password on a consistent basis and being aware of what files you download from other internet users. Keeping your computer’s Internet Security software definitions up to date can help to prevent any breach in your computer’s security.
I am unable to access my account. What do I do now ?
If you find that you are unable to access your account, please be sure that
If you still have trouble signing in, please contact customer support at
support@playspan.com with a screenshot of any error message you have been receiving.
How do I change my PlaySpan Marketplace password ?
If you know your password and want to change it, you can do the following:
- Go to http://www.playspan.com/.
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Sign in to your account.
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Click on ‘Your Account’ and Select ‘Change Password’ tab.
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Fill in the password details and click Apply.
I no longer want to use the service, how do I cancel my account ?
Since the PlaySpan Marketplace is not a subscription-based service and is not costing you anything if you are not using it, there should be no need to cancel your account. However, if you wish to cancel your account you can send an email to support@playspan.com with your cancellation request.
I lost/forgot my password. What do I do now ?
If you have lost/forgotten your password, please follow the steps below to retrieve your password.
- Visit the URL http://www.playspan.com
- Click on “Login/ Register”.
- Click on “I forgot my password!”.
- Enter the email registered with PlaySpan and Click "Submit".
A system generated email will be sent to your registered email address. Please follow the instructions in the email.
Can I create more than one PlaySpan account ?
PlaySpan takes security and fraud risk very seriously. We do this to encourage a safe marketplace for you, our payment processors and our game publishers. As such, while we do not explicitly prevent you from having more than one account, we do discourage multiple accounts. PlaySpan may use technologies to verify the number of accounts registering from a house hold or location.
In addition, through our fraud screening policies, we prevent more than one account to use the same payment information. That is, if you use your PayPal account to make payments for your PlaySpan account, we will prevent that same PayPal account from being used in another account. We do this to prevent fraud on the marketplace and for our users.
In addition, there are certain promotional and payment offers, including any rewards offered for registering, that are designed for a customer to receive the offer only once. If we determine that a user has attempted to obtain the same promotional offer multiple times, (for example, by creating multiple registration ids), we will turn off access to the account.
If you believe access has been turned off incorrectly, please contact customer support at support@playspan.com.
How secure is my PlaySpan account ?
Since PlaySpan is not a payment gateway or financial institution, we do not need to collect or store any of your critical payment information. The personal information you have provided us at registration will not be shared with any individual or business. PlaySpan also uses SSL (Secured Socket Layer) for transactions.
I lost my Order ID. Can I have a new one or where can I find it?
Order ID: If you forgot to save your Order ID, deleted the email with your Order ID or just do not know how to retrieve it, just follow these simple steps to retrieve your Order ID.
- Log into the PlaySpan Marketplace account.
- Click on ‘Your Account’.
- Select ‘My Orders' tab and you can locate the Order ID for all your purchases through the PlaySpan Marketplace.
What currency will I be charged when I buy from PlaySpan Marketplace ?
Any purchase made through PlaySpan Marketplace will be in US Dollars.
If you live outside the United States, for most payment methods you will see the transaction in your local currency. The exchange rate used to translate from your local currency to USD will be determined by your payment processor.
How do I buy from PlaySpan Marketplace ?
In order to Purchase from PlaySpan Marketplace, please follow the steps below:
- Sign in to your account at http://www.playspan.com/.
- If you wish to buy, pick the item, and add to the shopping cart.
- When you are done shopping, click on ‘Proceed to checkout’ and you will receive a confirmation page to review your purchase order and payment details.
- Select your payment method. Depending on the method the process will vary, but in all cases you will be redirected back to a payment confirmation page that states Marketplace “Order has been placed successfully’.
- Upon confirmation of payment, you will receive an Electronic Serial Number (ESN) via email.
To view status of your purchase order, please click on ‘Your Account’ option and select ‘My Orders’ tab.
I purchased an item on the store, but I didn’t get it? What should I do now ?
Please write to PlaySpan Customer Support at support@playspan.com.
Please remember to include the Order ID and a detailed description of your issue.You can expect a response to your support request within 24 hours
I purchased an item through the PlaySpan Marketplace, and I received an ESN. What do I do now ?
ESN is an Electronic Serial Number provided to you for your purchase through the PlaySpan Marketplace.
In order to redeem your ESN for your purchase through PlaySpan Marketplace, please follow the instruction on the email. Each game has a different redemption instruction, and following the instruction on the email is a must.
Note: You must have a valid game account to purchase using ESN.
How do I redeem an Ultimate Game Card on the PlaySpan Marketplace ?
To redeem an Ultimate Game Card, choose the PayByCash option when you are checking out and follow the instructions for entering the PIN number on the back of the card.
Downloaded games are provided by TryMedia, a PlaySpan partner. Please refer to TryMedia’s FAQ . If you need customer support for downloaded games, please contact TryMedia.
I unintentionally sent items to a wrong recipient. Can I get a refund??
We understand that you may have unintentionally sent items to a wrong recipient. However, to alleviate this we institute a final confirmation during the gift procedure of your items. Since you have confirmed the details at the time of the gift procedure, we will not be able to refund or replace your items.
UltimatePoints