Help & Support

Email support@portalgaming.com and include:

• Your Portal account email
• Order ID from My Purchases (or the success screen)
• Product name and payment method (Shards or card)
• A short description of the issue (and a screenshot if useful)

Email support

We typically respond within 1 business day (Mon–Fri).

Portal staff will never ask you to send your full gift code. Keep codes private.

When will I receive my code or top-up?

Gift card codes usually appear in My Purchases immediately after payment. Game top-ups are typically credited within a few minutes. If status stays Fulfilling for more than 30 minutes, contact support with your order ID.

Can I get a refund?

Delivered digital codes and completed top-ups are generally non-refundable. If a code never arrives or a top-up fails, we review and refund or re-deliver — see Refunds & Delivery.

Why does region matter?

Many gift cards are region-locked. Buy the region that matches the account or store you will redeem on. Wrong-region codes usually cannot be moved or refunded after delivery.

What if I entered the wrong User ID or Server?

Top-ups are sent to the details you submit. Double-check before paying. We may not be able to reverse a successful top-up to the wrong account.

Shards vs credit card — what's the difference?

Both unlock the same products. Shards let you spend your Portal balance; card is processed by Stripe. Your Shard balance lives on your Portal account and is governed by the Portal Terms of Service.

Is Portal Shop a legitimate store?

Yes. Portal Shop is the official Portal storefront on shop.portalgaming.com, uses AIR account login, and processes cards through Stripe.

Is there a purchase limit?

Yes. Gift cards and game top-ups are limited to 2 purchases every 24 hours per account. This helps us keep stock available for everyone. Shard pack purchases are separate and not counted toward this limit.

Can Portal freeze my Shards or account?

Yes. Under the Portal Terms of Service, we may freeze Shard balances, restrict Shop redemptions, or suspend access if we detect abuse, fraud, unexplained balances, or other activity that requires investigation. See Terms in the footer (portalgaming.com/terms-of-service).

How delivery works and when we can help if something goes wrong.

Delivery

We aim for fast digital delivery after successful payment:

• Gift card codes: usually instant in My Purchases after payment clears.
• Game top-ups: usually within a few minutes after we submit to the provider.
• If an order stays Fulfilling for more than 30 minutes, email support with your order ID.

When we refund or re-deliver

We will investigate and, where appropriate, refund or re-deliver if:

• Payment succeeded but no code was delivered and the order failed.
• A top-up was submitted but the provider confirms failure / no credit.
• A confirmed technical error on our side prevented fulfillment.

What is not refundable

Digital goods that were successfully delivered generally cannot be refunded, including:

• Gift codes already shown in My Purchases (even if unused).
• Top-ups successfully credited to the User ID / Server you entered.
• Wrong region, wrong game account, or change-of-mind after delivery.

How to request help

Email support@portalgaming.com with your order ID and details. Do not send your full gift code unless we specifically ask for a masked preview.

support@portalgaming.com

Chargebacks without contacting us first may delay resolution. Reach out — we will help investigate.

Official digital storefront for Portal — gift cards and game top-ups for Studio, Nexus, and Gen8.

Who we are

Portal Shop is operated by Portal as part of the Portal gaming platform. Purchases here are tied to your Portal account (AIR sign-in) so you can always find codes and order history in My Purchases.

What we sell

We sell digital gift card codes and game top-ups. Codes are delivered in My Purchases after payment. Game top-ups are credited to the account details you enter at checkout.

How we keep purchases secure

Checkout requires a signed-in Portal account. Card payments are processed by Stripe. Shard payments debit your Portal Shard balance. Shop purchases and Shards are subject to the Portal Terms of Service. We may freeze Shard balances or restrict checkout if we detect abuse or activity that requires review. We never ask for your gift code in email, chat, or social DMs.

Contact

Need help with an order? Email us with your order ID: support@portalgaming.com