I cannot sign in. Should I create another account?
No. A second account does not recover the first. Email [email protected] with the account email and visible error. Do not send your password or authentication code.
Get help with Arcavanta account access, an order or a gift-card problem. Microsoft handles its own account and redemption services; Arcavanta handles its sale and payment records.
Email [email protected] for account, order or gift-card help, or [email protected] for a personal-data request. Include the order reference and exact error where relevant, with codes and credentials hidden. You do not need to sign in.
Last updated
Choose the issue you need to solve
Start with the record that needs checking. Keep an order problem separate from a change to the recipient’s Microsoft account.
| Issue | Who handles it | What to include |
|---|---|---|
| Cannot sign in | Arcavanta support: [email protected] | Account email and visible error. Never send a password or authentication code. |
| Order selection or quote | Arcavanta | Order reference, market, denomination, quantity and the amount you expected. |
| Payment or delivery | Arcavanta | Order reference, last visible state and transaction reference if funds were sent. Do not pay twice. |
| Redemption error | Microsoft account support; Arcavanta for an incorrect or defective supplied code | Exact error and card/account market, with the full code hidden. |
| Suspicious request or exposed code | The verified seller or issuer and your security contact | Original messages, receipts and timing. Stop sharing codes and sending funds. |
Before asking about an order
Check that you are signed in to the purchasing account. Open its order history and record the exact market, card currency, denomination and quantity. If saving failed, check history before creating another order.
For a partial batch, state how many codes were ordered and received. For a payment issue, keep the transaction reference and the instructions you followed. A screenshot should not expose code values, wallet secrets or unrelated personal details.
Before asking about redemption
Open Microsoft’s official instructions and record the exact error. Check that you are using the intended account and product market. Never send account credentials or use an unofficial code checker.
Open the redemption guideContact without signing in
For account access, orders, payments or a supplied gift card, email [email protected]. You do not need to sign in or create another account to ask for help. Include your account email, a relevant order reference and a short description of the problem. Never send passwords, authentication codes, wallet secrets or full gift-card codes.
For personal-data questions or a rights request, email [email protected]. Describe the information or right involved; see the Privacy Notice.
You can also write to GRACE INTERACTIVE ENTERTAINMENT LIMITED, Arcavanta, The Old Bridge House, St. Peter Street, Marlow, England, SL7 1NQ, United Kingdom. Include a reply address and mark privacy correspondence “Privacy request”.
Contact support
Request account access or ask a business question. Never include passwords, authentication codes, gift-card codes or private wallet details.
Questions worth checking
Can I put a gift-card code in a support screenshot?
Hide the full code, passwords and two-factor codes. Keep the order reference, product labels and error text. Use a secure issuer process only if the verified issuer explicitly requires the code.
Who handles an incorrectly supplied code?
Arcavanta reviews the product supplied against your accepted order. Microsoft support can help interpret a redemption error, but does not replace the seller’s responsibility for a wrong or defective product.
A code will not redeem?
Check the exact error and account market using Microsoft’s official redemption guidance. Keep the full code private.