PLAYER SERVICES / CONTACT
Support
Get help with account access, payments, refunds, privacy requests, or technical problems before or after purchasing.
PRIMARY CONTACT
Send a private support request
Enter your reply address below. Your message goes to the private Mercantile support inbox without revealing its address. We aim to acknowledge requests within two business days.
What to include
Tell us your Mercantile username, what you expected to happen, what happened instead, and the approximate time of the issue. For a payment or refund question, include the Stripe receipt or Checkout reference if available. Screenshots can help with visual or connection problems.
Never send your password, full payment-card number, or card security code. Mercantile support will never ask for them.
Payment completed but access is locked
Return to Mercantile OS using the same account that opened Stripe Checkout, then use Refresh access on the purchase screen. Payment confirmation can occasionally take a short time. If access remains locked, contact Support with your username and Stripe receipt.
Refunds and unrecognized charges
Read the Refund Policy before submitting a request. For an unrecognized charge, contact us promptly and also protect your card account through your card issuer if you believe it was compromised.
Privacy and account requests
You may use the same support contact to request access to or correction of personal information, account deletion, or help with a security concern. We may need to verify that you control the affected account.