Support

Two channels, same person on the other end:

• Discord · join the PGTools server so I can confirm you're messaging from the right place, then DM 0x00 directly. Usually the fastest route.
• Email · [email protected]. Preferred for written records, privacy requests, or anything you want in writing.

• Business hours · 08:00 – 16:00 CET, Monday through Friday.
• First response · typically within a few hours during business hours.
• Full resolution · most order and payment issues are closed within 24–48 hours.
• Outside business hours · messages are read the next working morning. Urgent fraud reports are still flagged on receipt.

Including the right information in your first message cuts the back-and-forth significantly:

• Order ID from the confirmation shown after payment.
• The PGTools username used at checkout (case-sensitive).
• The payment method and processor (Stripe or crypto + token).
• A short description of what went wrong, and when.
• Screenshots of the payment page, your Stripe receipt email, or (for crypto) the transaction hash, plus any error message you saw.

• Failed deliveries and missing coins.
• Duplicate or incorrect charges.
• Refund and withdrawal requests (see the refund policy).
• Unauthorized-transaction reports (see the anti-fraud policy).
• General questions about the top-up service.

See the full refund policy and anti-fraud policy for the underlying rules.

A few things sit outside the top-up service and are handled elsewhere:

• Issues with the PGTools application itself that are unrelated to a coin purchase. Those go to the PGTools team, not to me.
• Recovering lost or compromised game accounts. This site never receives your game credentials.
• Bypassing payment-processor decisions (declined cards, 3DS failures). Your issuing bank is the right contact.
• Requests to move coins between usernames that were already correctly credited.