Is Xsolla Safe for You and Your Players

Xsolla is a popular payment platform for game developers, but is it safe for you and your players? According to Xsolla's own security measures, they use industry-standard encryption to protect sensitive information, which is a good sign.

Xsolla has a robust system in place to handle disputes and issues, with a dedicated support team available to assist with any problems that may arise. This means you can focus on creating a great gaming experience for your players, knowing that Xsolla has got your back.

Xsolla's payment processing fees are transparent and clearly outlined, so you know exactly what you're getting into. This transparency is a major plus in our book, as it helps you plan your finances and make informed decisions.

Xsolla's security measures are designed to protect both you and your players, with robust security protocols in place to prevent unauthorized access to sensitive information.

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At Xsolla, security is taken very seriously. The company's main security goals are to protect customer information and ensure that no one can create an account or complete a transaction using stolen data.

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To achieve this, Xsolla implements strong internal security measures. These measures include using ITIL-based service operations processes to maintain efficient service delivery.

One of the key components of this process is event management, which helps identify and address potential security threats quickly. Incident management, problem management, request fulfillment, and knowledge management are also part of this process.

Xsolla regularly audits and updates its internal legal review process to ensure compliance with security regulations. This involves verifying compliance requirements against the company's security measures.

The company employs dedicated security and privacy teams to oversee security operations. These teams work closely with employees to ensure that everyone is aware of and follows internal and external policies, practices, and regulations.

Here are some of the specific security measures Xsolla has in place:

Xsolla takes a proactive approach to infrastructure and compliance, ensuring a secure and reliable experience for its users.

We follow global, local, and industry-specific laws and regulations, which means Xsolla stays up-to-date on the latest requirements and standards.

As a Seller and Merchant of Record, Xsolla assumes liability for chargebacks or fraud, including all legal and financial responsibility and repercussions.

Here are some of the key standards and regulations Xsolla adheres to:

Xsolla's private servers are colocated at Equinix, a certified Tier 3 data center recognized as one of the most reliable in the world.

Our robust and scalable infrastructure is designed to minimize downtime and ensure business continuity. We achieve this with a 99.95%+ uptime, thanks to a global monitoring system that keeps a close eye on our systems.

Our team is available 24/7, including weekends and holidays, to quickly resolve any issues that may arise. This ensures that our systems are always up and running, even during off-peak hours.

We perform multiple daily backups of all internal and external systems and services, with a 30-day retention policy to prevent data loss. This means that our data is always safe and can be easily recovered in case of a disaster.

In the unlikely event of a major failure, our disaster recovery plan kicks in, utilizing a backup standby data center to keep our operations running smoothly.

At Xsolla, we take compliance very seriously. We follow global, local, and industry-specific laws and regulations to ensure a secure and trustworthy experience for our customers.

We assume liability for chargebacks or fraud as the Seller and Merchant of Record, which means we take full responsibility for any financial repercussions. This is a critical aspect of our business and we take it very seriously.

We comply with several industry standards for payment processing, including Visa's Third Party Agent Registration Program and Payment Card Industry Data Security Standard (PCI DSS) v3.2 Level 1. This ensures that our payment processing meets the key security standards within the payments industry.

We also adhere to SSAE16 SOC-1 Type II and ISO 27001 standards, which we achieve through private servers colocated at Equinix, a certified Tier 3 data center recognized as one of the most reliable in the world.

Here are some of the key standards we follow:

Customer support at Xsolla is a mixed bag. Some users have had a really nice experience, with agents being patient and knowledgeable.

Customer support agents are usually fast and easy to work with, resolving payment problems on time and to the user's satisfaction. However, there have been instances where agents could improve their customer skills, such as word choice and tone.

It's worth noting that Xsolla's customer support is a total gem, as one user put it, and can be a major plus for users who need help with payments.

Customer support can make or break an experience, and it's clear that Xsolla's customer support team is a total gem.

The service is fast and easy, with agents who are knowledgeable and patient.

One reviewer mentioned that the customer service agent they had was great, but could have worded some comments in a better manner to avoid coming across as accusatory.

In one remarkable case, a customer had a payment problem that was resolved on time and to their full satisfaction, thanks to the patient and knowledgeable agent they worked with.

Xsolla's customer support system is a game-changer, as seen in the experience of a customer who had to remove their credit card information from their account.

In just 5 minutes, the issue was resolved using the live chat feature, and the customer was thrilled with the service.

Using a different country-issued card can be a hassle for online payments, as seen in the case of Xsolla services. This can lead to issues, even in 2025.

The user experience can be further complicated by unsupported payment methods, such as international cards. This was the case for someone who tried to use Xsolla services.

Trying alternative payment forms, like Gpay and Amazon pay, may not always work as expected. This was another issue the user faced with Xsolla services.

Being blocked by a company's security system can be frustrating and unexpected. Unfortunately, this was the outcome for the user who tried to use Xsolla services.

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XSolla has a strong reputation among game developers, with 70% of the top 1000 Steam games using their payment processing services. This suggests a high level of trust and reliability.

Their payment processing fees range from 1.5% to 3.5% + $0.25 per transaction, which is competitive with other payment gateways. This makes it an attractive option for game developers looking to minimize their costs.

XSolla also has a robust security system in place, with 99.9% uptime and a robust fraud detection system that has prevented over $10 million in fraudulent transactions.

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Xsolla's payment processing capabilities have been a major selling point, allowing game developers to accept payments from over 200 countries worldwide.

Some reviewers have criticized Xsolla's customer support, stating that it can be slow to respond to inquiries.

Xsolla's platform has been praised for its scalability, allowing businesses to grow without having to worry about their payment processing capabilities.

One reviewer noted that Xsolla's fees can be higher than those of other payment processors, which may be a drawback for some businesses.

Xsolla's platform has been praised for its security features, including two-factor authentication and encryption.

Professional companies use SSL certificates to encrypt communication between your computer and their website. This is a good sign, but it's essential to check if the certificate is valid.

There are different levels of certification, which can make it harder to determine if a website is trustworthy. Scammers can also install a free SSL certificate, so it's crucial to verify its authenticity.

If you have to enter your data, never do this without checking if an SSL certificate protects your information. A valid SSL certificate is a must-have for any website that handles sensitive data.

Scammers may be a problem on Xsolla, as seen in the example of someone being charged $8 per month for a "1 month premium" subscription they never signed up for, with the money going to a mysterious person named "Aleksandr".

Unbeknownst to the user, the subscription was automatically deducted from their PayPal account every month for three months, highlighting the importance of regularly monitoring account activity.

It's crucial to keep a close eye on your account balances and transactions to prevent unauthorized charges and scams.

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Scammers are a real concern for online users. They can sneak into your accounts and drain your funds without you even noticing.

One example of this is a user who had $8 deducted from their PayPal account every month for three months. They had no idea why this was happening, as they didn't have any active subscriptions.

Scammers often use fake names and company names to make their scams seem legitimate. In this case, the money was being sent to someone named "Aleksandr", which is likely a fake name.

It's essential to regularly check your account statements to catch any suspicious activity. This can help you identify and prevent scams before they cause any damage.

Scammers can be very sneaky and use vague descriptions to make their scams seem legitimate. In this case, the user was charged for a "1 month premium" subscription, but they had no idea what service or company this was for.

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Voice.ai, a company that uses Xsolla as their payment system, refuses to process refunds, despite explicitly recommending them.

Even when using PayPal, Xsolla collects the money on their behalf, which can lead to issues with refunds.

Xsolla has been known to keep sensitive bank and credit account information without notifying customers, as seen in the case of Maria.

Maria's experience with Xsolla is a prime example of this issue, where she was charged multiple times without her authorization.

Xsolla's response to Maria's concerns was unhelpful, suggesting that her grandson's account may have been hacked.

Xsolla also implies that customers are responsible for keeping their accounts secure, rather than taking responsibility for their own actions.

In reality, Xsolla has a history of failing to comply with regulations, such as the 14-day money-back guarantee required for EU citizens.

This lack of accountability and transparency makes Xsolla a company that you should avoid at all costs.

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