Cancelling G2A Shield took 16 clicks across 10 screens for one gamer

G2A

You might have heard about grey market key reseller G2A - it's become really big business. But despite its size now, some of its practices still manage to raise an eyebrow. 

There's always the best free PC games if cheap isn't cheap enough.

G2A is a marketplace for key resellers, allowing online shops to reach a large audience of gamers with cheap game keys. However, as G2A themselves don't sell the keys - they come from independent sources - there are sometimes issues with them failing to work properly.

That's why G2A offers a subscription service called G2A Shield. This is a service that apparently protects you from keys that don't work, but there's very little on the site about how that works exactly. I used the site's live chat service to get a better idea. According to a customer service representative, G2A can still refund you if you get dud keys, but Shield shortens the waiting time for refunds from nine days to five days.

G2A Shield used to require users to hand over a remote access view of their PC while they input a code, so they could confirm. Now it's a bit more streamlined and you just need to send them an error message or screenshot to get problems sorted. 

The main issue with G2A Shield - which I'm told is €1 + taxes per month - is when it comes to cancelling, as one redditor has pointed out. In a lengthy Imgur album, HiUsernameImDad detailed every step of the cancellation process, which took 16 clicks across 10 screens. 

The first screen asks you to confirm which Shield benefits you would like to disable, and you have to click all six before telling it to cancel. Of these six, I can say with confidence that at least two of them (access to 24-hour live chat and 200 retail stores) are there for all customers, subscribers or no.

Following that, it asks you to tell it why you're leaving. Then on the next screen it offers you a half-price deal, and another deal pops up on the page after that. After that, it asks you again if you want to leave, but with the wording "I don't want the 100% purchase protection". Then it tries to guilt trip you by saying "I thought we were friends" on the next screen. With the option "disable subscription now" here, you would think that was the end, but it gets worse.

G2A

You then have to verify your credit card, followed by email confirmation. It's here where things get more questionable. As you can see in the screen above, G2A say that the confirmation email can take up to 20 minutes to come through. According to the Reddit post, this process takes almost exactly 20 minutes too. I asked customer service about cancellations and they told me that these links are only actually active for ten minutes from when you receive the email. So if you miss it by nipping off while you wait for the email, you need to wait again.

It seems like a good way to make people give up. If you do stick it out, though, you're finally done. 

G2A should probably take a hard look at this process and see if it can be improved… which it definitely can. Some, myself included, clearly aren't comfortable with things as they are, and it hardly screams "user-friendly experience". But we're curious to know, have any of you had similar issues? Or a better time with G2A Shield? Tell us below.

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Pichuking avatarStranger avatarAever avatarIT IS HIM avatarLolssi avatarMighty Gaz avatar+7
Pichuking Avatar
1
1 Year ago

the way I solved it once I got extra charges, opened a ticket on paypal, 24-48h later, I received a mail saying g2a shield was canceled and my money refunded

1
Sass Queen Avatar
1
Sass Queen(3 hours played)
6 Months ago

I may have to end up doing this. I've been fighting with them for months to finally get this stupid thing canceled. I didn't even opt into G2A Shield.

1
Stranger Avatar
96
Stranger(12 hours played)
1 Year ago

I thought the G2A shield was a one time 1 dollar purchase on top of each key.

1
Aever Avatar
615
1 Year ago

Yes, it is (was?).

1
Mighty Gaz Avatar
67
Mighty Gaz(2 hours played)
1 Year ago

There in lies another part of this issue. if you are a subscriber, nothing changes at checkout for games. it still asks you to pay for the G2A shield, with dire warnings about what might happen if you don't, the same as normal. How many people people do you think have a subscription, but have misunderstood what was being shown on screen and have a paid again at checkout? i did it once, and couldn't be bothered with the hassle of contacting support over such a small amount.

but then if you think of how many times this could happen, they are probably bringing in a fair amount due to the confusing way this is shown. The option to pay for G2a shield at checkout should be disabled entirely for subscribers.

1
IT IS HIM Avatar
18
1 Year ago

In addition.. If you subscribe to the free trial you cannot cancel until 2 days before the renewal date. So if you're out for the weekend or what have you, they charge you.. albeit a small amount.

This is the most painful procedure of cancelling on any site I know.

1
Aerowix Avatar
30
1 Year ago

If the payment method is through paypal, you should be able to cancel the subscription at any time. I have used a couple businesses which don't bother with a cancel function. But thankfully Paypal does it.

1
Lolssi Avatar
325
1 Year ago

Haven't used shield but ought couple of keys. Those worked fine.

1
Jett_Blackk Avatar
21
Jett_Blackk(2 minutes played)
1 Year ago

This happened to me, it was a surprise to me that the fee was recurring, but i used paypal, and as the other poster said, Its easy to cancel that way, but still annoying, but I have been using G2A for years and that was the only hiccup I've ever had, and they've saved me way more cash than that on little fee they got out of me, so Ill forgive em.....

1
(>._.)> Avatar
2
1 Year ago

pfft, i did that "disabling process" 4 times, each time i get invalid token.

Also, during purchase it just stole 3 euro from my paypal, wtf

1
(>._.)> Avatar
2
1 Year ago

also, once seller disabled my key and i lost the game, it took 1 month and opening two tickets to get my money back, not "5 minutes".

1
Negro Y Azul Avatar
1
11 Months ago

Just had this charge show up on my credit card today. I went through their "cancelation" process several times. I never requested their shield in the first place. These guys are scammers. I had to cancel my CC and get a new one.

1
mrL0G1C Avatar
1
mrL0G1C(4 hours played)
9 Months ago

Gaaahhh, I DID NOT AGREE to having G2A shield, these a**holes included it and the text was in the wrong ****king language.

1
Mors Victrix Avatar
1
Mors Victrix(1 day 8 hours played)
5 Months ago

Nonsense. Just remove your credit card from your G2A profile and your done. They can't bill you every month if there is no credit card. Problem solved.

1