Xsolla - Frequently Asked Questions

What is Xsolla? Xsolla is a global distributor and publisher of video games, providing clients with advanced technical tools to enhance their games’ potential reach worldwide. Focusing solely on the video game industry, Xsolla delivers an a la carte menu of global services - user acquisition, payment solutions, game store building and management, the #1 fraud protection in the gaming industry, international year-round customer support, marketing worldwide and data analytics/visualization. Leaving the creative to the developers/publishers, Xsolla complements their backend and frontend toolkits by building custom infrastructure solutions. Headquartered in Los Angeles, with offices around the globe, Xsolla has become a partner-centric company and operates as a merchant and seller of record for major gaming entities like Valve, Twitch, Ubisoft, Epic Games and Nexon. Back To Top
Why is most of the information on this website about payments? At Xsolla, we believe that a user’s payment experience is vital to the success of our partners’ video games. At every stage of a game’s life cycle - from initial development to year-to-year operations and support - payments are equally important. Successful games require payments to work in conjunction with global user acquisition,marketing efforts and content updates. Back To Top
In which countries does Xsolla operate? Xsolla operates around the world and has its headquarters in Los Angeles, and offices in Korea, China, Hong Kong, Cyprus, Russia and the United Arab Emirates. Back To Top
What is Xsolla’s revenue share structure? Xsolla’s revenue share structure is dependent upon the business model you choose. You can find specifics on our pricing models here. At the end of the day, whichever model you decide upon, you won’t be dealing with overhead or integration costs. If you have any questions, please email our business development team at bizdev@xsolla.com. Back To Top
Does Xsolla work with individuals? Yes. Xsolla works with individuals willing to publish their game with our help. Back To Top
How many payment service providers does Xsolla work with? Xsolla partners with numerous payment service providers to provide end users with over 700 payment options worldwide. Payment options include credit/debit cards, gift cards, PayPal, Boleto, Skrill, Amazon Pay and hundreds more. Back To Top
What steps should I take to start working with Xsolla? To get started, please create a Publisher Account. In Publisher Account, you can view reports, set recommended prices, set up promotions and much more. For technical integrations, you will need our documentation, which is available in a step-by-step process here. Integration can take anywhere from two days to one month depending on the complexity of the integration. Back To Top
Does Xsolla handle the sales tax for my video game? Xsolla determines, calculates and accounts for local consumption (sales) taxes. Xsolla has developed a smart algorithm for the accurate identification of the user’s location and uses this tool to calculate the applicable VAT rate at the moment of purchase. Back To Top
Why should I sign a licensing agreement with Xsolla? Xsolla uses a licensing model to operate as a merchant and seller of record worldwide.
As the merchant of record, Xsolla complies with credit card association regulations and PCI standards, establishes and maintains relationships with financial institutions and implements KYC.
Additionally, being a seller of record means that Xsolla is acting as a seller of digital products to end users. Xsolla accounts for local consumption (sales) taxes, establishes terms and conditions of sale and handles all chargeback and refund issues.
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How often does Xsolla pay revenue share under the agreement? In general, you will receive your revenue share from the distribution of your game on a monthly basis. For more details, please email our business development team at bizdev@xsolla.com. Back To Top
How can I double-check if Xsolla correctly calculated my revenue share? You can receive detailed information and reports related to the sales of your game through your Publisher Account at any time. Back To Top
Does Xsolla have customer support? Xsolla’s customer support team works 24/7/365 and operates in 20 languages, including English, Spanish, German, French, Russian and many more. If you need help, please don’t hesitate to contact us at help.xsolla.com! Back To Top
Does Xsolla work with non-gaming industry companies (online shopping, online casino, online dating sites)? No. Xsolla operates exclusively within the video game industry, and we wouldn’t have it any other way! Back To Top
What is Xsolla Tips? Xsolla introduced a “digital tips” feature in the USA and Canada earlier this year. While intended as an “optional” feature to help Xsolla create an enhanced and seamless gaming experience through continued R&D of new products and technologies, we listened to the community and realized the “tips” were a deterrent.

Thus, as of August 21, 2017, Xsolla stopped deploying the “digital tips” feature in any market. If you left a tip by mistake or feel that it was an involuntary action, please contact Xsolla customer support at help.xsolla.com for a refund.

Xsolla has always been committed to the advancement of diversity and inclusion across the technology, video game, and financial services sectors. To further demonstrate this support, we are donating any “tips” that may have been generated to Girls Who Code, an organization dedicated to closing the gender gap in technology.
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