What the warranty covers and how replacements work

• Cover starts when the account is delivered and runs for 6 hours, or twice that if you add the extended warranty at checkout (€0.30 per order, every account in it). Your order page shows the countdown.
• Each order can receive up to three replacements. Only a replacement that is actually handed over counts.
• The warranty covers one thing: an account that does not work as delivered.
• Cooldowns and bans are treated by game: see below.
• Refunds, where they are due, are paid as store balance.

The 6 hours start at delivery, not when you first sign in. For a normal order that is the moment your payment confirms, because delivery is automatic. For a pre-order it is the moment the pre-order is filled, which is why you can choose the hours a pre-order may arrive in: an account delivered at 4am would otherwise use up its cover while you sleep.

• Press Replace next to the account on your order page.
• The account is checked with our supplier before anything happens.
• If the check says the account works, the claim is turned down and nothing is used up. The account stays yours.
• If the check cannot finish, nothing is decided: try again in a few minutes, or open a ticket.
• If the account is faulty, a fresh account of the same tier replaces it on your order page straight away.

A replacement can itself be claimed if it turns out to be faulty, as long as the window is open and the order has replacements left.

You can also claim through a ticket on our Discord. Include your invoice ID and a short video of what happens. Never post your order link: support only ever needs the invoice ID.

If an account is confirmed faulty but the tier has nothing on the shelf at that moment, the time you had left on the warranty is held rather than left to run out. It starts again when the tier is back in stock, and the hold lasts for up to 14 days. Come back and press Replace once it is back.

If a valid claim cannot be replaced at all, that account is refunded to your store balance.

Whether a cooldown or a ban matters depends on the game you bought, because a CS2 ban or cooldown means nothing to, say, ARC Raiders:

• CS2: a matchmaking cooldown or a VAC or game ban is not replaced. A cooldown clears on its own, and a ban is not a faulty account.
• Rust: a VAC or game ban is not replaced. A CS2 cooldown is ignored.
• Every other game: a VAC ban or a CS2 cooldown on the Steam account is ignored, and the claim is judged on whether you can still sign in. A ban that game places on the account after delivery is not covered.

Where a ban or cooldown is not covered, asking to replace the account ends the warranty on that one account for good and sends the claim to a person. Every other account on the same order keeps its own cover. If you are unsure what you are looking at, open a ticket before you claim: asking costs nothing.

• Cheats, scripts or other third-party software used after delivery.
• A login token that was shared, sold on, or used by more than one person.
• Account details, settings or linked services changed after delivery.
• Bans or restrictions placed on the account after delivery, or anything a publisher does to an account that was delivered working.
• Claims after the window has closed, claims without the invoice ID or proof we ask for, and claims beyond the per-order limit.

Replacements are automatic for almost everyone. Two checks can send a claim to a person instead: if claims across the shop suddenly arrive much faster than normal, the next ones are paused for review, and if one customer's claims run well above normal, theirs are held for a look. A pause is a review, not a refusal; open a ticket with your invoice ID and it is finished by hand.

If you think a decision on a claim is wrong, ask in a ticket and it will be looked at again.

Orders bought through the reseller API have the same warranty, and a full API key can replace a faulty account itself with one call, inside the same window and under the same rules.

How long is the warranty on an NFA account?

6 hours from delivery, with up to three replacements per order. The extended warranty doubles the window for €0.30 per order.

Does the warranty start when I first log in?

No. It starts at delivery. For pre-orders that is when the pre-order is filled, which is why you can set delivery hours.

What happens if the account still works when I claim?

The claim is turned down and nothing is used up. The account stays on your order.

What if the tier is sold out when I claim?

If the account is confirmed faulty, your remaining time is held until the tier is back in stock, for up to 14 days. If it cannot be replaced at all, it is refunded to store balance.

Is a CS2 cooldown covered?

No. A cooldown is temporary and clears on its own. Claiming one ends the warranty on that account; other accounts on the order keep theirs.

Are refunds paid back to my card or wallet?

Refunds are paid as store balance, as set out in the Refund Policy.