Support

In case of any questions or issues, contact G2A’s Seller Support team. Use the Support tab in your G2A ID dashboard, select a contact option related to your specific matter, or send an email directly to mptickets@g2a.com. Support team responds to all inquiries as quickly as possible.

What to report

• 5xx error responses from the API
• Request timeouts or connectivity problems
• Authentication failures (invalid token, rejected credentials)
• Orders not created or stuck in an unexpected state
• Missing or incorrect product keys after a completed order
• Payment-related problems (unexpected failures, charges without fulfillment)
• Incorrect product data (prices, availability)

The basic way of contacting the Seller Support team is by opening the Support tab on your G2A ID dashboard and clicking on the "Create new ticket" button in the "Tickets" tab. To start a case, choose the problem category, provide all the necessary information (order number, e-mail address, etc.) in the form and submit your ticket. Once created, it will become visible on your ticket list with a specific identification number.

When an internal server error occurs, the response looks like this:

{
  "error": {
    "code": "internal-server-error",
    "message": "Something went wrong, contact your Key Account Manager for more information, provide traceId.",
    "status": 500
  },
  "traceId": "1bf8cd1264a018e1ed5c473fcc0976bf"
}

Note the traceId value and include it in your report.

What to include in a report

Field	Description
traceId	Value of the traceId field from the response body — required for all API errors
Endpoint	HTTP method and path, e.g. POST /export/v1/orders
Request body / parameters	Full request payload or query parameters sent
Response received	Full response body including error.code and error.message
HTTP status code	e.g. 400, 500, 402
Timestamp	Date and time of the failing request (with timezone)

Before reporting

• Token expired — ensure your access token is valid and sent in the Authorization: Bearer <token> header on every request. See Authentication.
• Rate limit — if you receive 429 responses, your client is exceeding the 30 req/s limit; add backoff and retry logic on your side.