Frequently Asked Questions

Below you can find common questions that we get asked a lot about our service, our subscription system and other service-related inquiries. Please feel free to email support@game-leap.com at any time, if you have a question regarding our service, your account and subscription, or anything else that we can help you with.

My Account

  • How can I change my password and email?

    You can change your password and email from your Account Profile, while logged in to GameLeap. In order to change your password, you will need to enter your old password. To change your email, you will need to enter your current password. We ask for your password for security reasons.

  • How can I change my username?

    We don't require a username to sign up for GameLeap. Instead, we use parts of your email address as a vanity username. You are allowed to change your username only once after you sign up. You can do this from your Account Profile, while logged in to GameLeap. Usernames on our platform are unique.

  • Why can't I log in to my account?

    If you have problems logging in to your account, please make sure that the email or username and your password are spelled correctly. If you still can't log in, try to Reset Your Password. You will be asked to provide the email address associated with your account. If there is an account associated with the email you entered, we will send you the password reset instructions. If the email does not arrive, please check your spam folder. If you're still locked our of your account, contact support@game-leap.com.

Subscriptions & Billing

  • What is a subscription and how does it work?

    A subscription allows you to access premium content on our service for a small, recurring, payment. When you create a subscription, you're given the option to choose from a set of plans. These plans represent the duration of your subscription and the amount you will be billed. By default, all subscriptions enter the 'Active' status, which means that we will automatically attempt to charge you and extend your access, when your subscription period has expired.

  • Where can I see my subscriptions and payment history?

    You can see your subscription and payment history in your Account Profile.

  • What does an 'Active' subscription status mean?

    When you create a new subscription, it enters the 'Active' status by default. This means that we will attempt to automatically charge your payment method and extend your access to our platform. You can cancel your subscription, if you do not want to continue using our service, from your Account Profile.

  • What are the possible subscription statuses?

    Here is a complete list of all possible statuses you might see next to your subscription:

    • Active - Your access to our service will be automatically extended at the end of your current subscription period.

    • Canceled - We will no longer bill your payment method for this subscription.

    • Past Due - Your previous payment for the subscription has failed and your access to our service is limited. This can be due to insufficient funds on your payment method, or a processing error. We will retry to bill Past Due subscription up to 3 times, after which we will automatically put your subscription in the 'Canceled' status.

    • Pending/Trialing - Subscriptions with these statuses are scheduled to begin on a future date. You can cancel a Pending or Trialing subscription, you will not be charged for it when the billing date comes.

    • Free - You've been given a Free subscription by the GameLeap team!

  • How can I cancel my subscription?

    You can change your password and email from your Account Profile. By cancelling the subscription, we will no longer charge you for it. You will retain your access to premium content, until the subscription expires. Your last payment is NOT refunded when you cancel a subscription.

  • What is your refund policy and can I request a refund?

    We believe our service works, and this is why we offer a full refund of your payment within 10 days of purchasing a subscription. In some situation, we will offer you a refund if our service does not meet your expectations, or if you are experiencing technical difficulties with accessing our site. Please email support@game-leap.com to request a refund. The 10-day refund policy is calculated from the moment you created your subscription to the moment you emailed us asking for a refund. Rest assured that even if we don't respond immediately, we will issue the refund if you're eligible. Refunds may take up to 7-10 business days to be processed by your bank, however this is usually much faster.

  • How can I update or delete my payment details?

    To add, update or delete payment details, visit your Account Profile. You can't delete a payment method which is used by an Active subscription. If you would like to remove a payment method associated with a subscription, you shoukd cancel the subscription first.

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