We want you to feel safe when making a purchase with us, so if you buy something from the ArcheAge Shop on our website and it’s not delivered, please let us know so that we can investigate and set it right.

Before contacting us about a missing delivery, there are a few things we ask that you consider:

  1. Items bought in the ArcheAge Shop are sent to your Web Inventory, and you need to claim the item there before it appears in-game. You can find instructions for how to claim Web Inventory rewards on this page.
  2. If you purchased Patron Time and claimed it from the Web Inventory while ArcheAge was still running, you may need to exit the game and restart it before the duration of the remaining Patron Time is updated in-game.
  3. It is possible that a purchase wasn’t delivered because the order failed outside of our system - for example, the payment might have been declined by your payment provider. Please make sure you check that the transaction was successful.
  4. There is sometimes a delay between when a purchase is made and the product appears in your Web Inventory. We kindly ask that you wait 24 hours before contacting us to report a missing purchase.

If you’ve reviewed all of the above and you’ve still not received what you bought, please click the button below and fill out the form so that we can look into the issue. 

Please note that we’re normally not able to manually provide undelivered items in-game. Instead, if there’s an issue with the delivery, we will provide a refund of the purchase. 

The form will ask you to provide the following information.

  1. Your contact email and name. The email address needs to be the same as the email of the account that made the purchase.
    1. Please note that if you made the purchase with Steam, the address associated with your ArcheAge account may not be the same as your Steam account.
  2. The item you purchased.
  3. The time of the purchase.
  4. The region you claimed the purchase for.
  5. The name of the character you claimed the purchase for.
  6. The Steam Transaction ID, if you made the purchase with Steam (find instructions below).

You will also have the option to provide additional information and to attach a screenshot should you wish to do so.

How to find the Steam Transaction ID

  1. Log in to your Steam account through the Steam application.
  2. In the upper right-hand corner, click your profile name and select "Account Details" from the drop-down list.
  3. Click on "View purchase history" to list your Steam Store transactions
  4. Locate the purchase you're interested in and click it to bring up the purchase details page.
  5. You'll find the transaction ID at the top.