PUBG Customer Service — Complete Professional Guide

Overview and Scope of Support

PUBG (PlayerUnknown’s Battlegrounds) customer service covers three distinct product lines: PC/console PUBG (launched in Early Access on March 23, 2017 and full release December 20, 2017), PUBG Mobile (global release March 19, 2018), and regional/legacy variants. Support responsibilities include account recovery, transaction disputes, ban review, in-game item recovery, anti-cheat investigations and technical troubleshooting for matchmaking, crashes, and latency.

Official support is predominantly ticket-based via web portals and developer dashboards rather than phone support; this design enables audit trails and secure handling of personally identifiable information. For corporate or legal matters, KRAFTON (publisher) maintains public corporate pages at https://www.krafton.com and PUBG-specific support at https://support.pubg.com and https://www.pubg.com.

Official Support Channels and Where to Start

Primary channels

The canonical first step for any player issue is the PUBG Support portal: https://support.pubg.com. For Steam/PC issues that involve purchases, Valve’s support and the Steam refund policy (refunds within 14 days of purchase and fewer than 2 hours of playtime) also apply: https://store.steampowered.com/account/support. For mobile purchases, Apple App Store and Google Play handle most refunds; Apple Support (US) phone: +1-800-275-2273, Google Play refunds are handled through the Play Store app or https://support.google.com/googleplay.

There is no universal PUBG customer service phone number for gameplay issues; PUBG relies on region-tagged ticket queues, automated diagnostics, and escalation teams. Use the in-game “Contact Support” button (if available), or open a ticket on support.pubg.com and choose the correct category (Account & Profile, Payments, Bans & Appeals, Technical Problems, Report Player).

How to Submit an Effective Support Ticket

Well-structured tickets reduce resolution time from days to hours. When submitting, always include precise, machine-readable data and preserve evidence. Use UTC timestamps and attach uncompressed screenshots or MP4 clips where possible; compressed or blurry images often force agents to request follow-ups.

• Essential ticket contents: platform (PC/Steam, Xbox, PSN, iOS, Android), Steam64 ID or platform ID, full in-game name and numeric Player ID, exact Match ID(s), UTC timestamp (YYYY-MM-DD HH:MM), screenshots/videos, transaction ID for purchases (Steam order ID or Google/Apple receipt ID), brief chronological description of events.
• For payment disputes include: payment method last 4 digits, date/time of purchase, amount in local currency (e.g., $29.99 USD), and the receipt number. For account recovery include original email, device IDs, last successful login IP (if known) and proof of ownership like billing receipts or screenshot of prior inventory.
• For anti-cheat or ban appeals include: reason received (if shown), match evidence, replays (if available), and whether you used overlays, mods, VPNs, or third-party tools at time of incident.

Response Times, SLAs and Escalation Process

Typical initial acknowledgement from PUBG Support is within 24–72 hours for general tickets; first meaningful updates for complex investigations (cheat detection, fraud) can take 7–14 days. Case closure or final resolution for complicated fraud, payment chargebacks, or cross-platform issues may extend to 30 days if third-party vendors or law enforcement are involved.

If a ticket stagnates beyond the stated window, escalate by replying to the ticket with the original ticket number, adding new evidence, and explicitly requesting manager escalation. Keep ticket numbers (e.g., #PUBG-123456) in all communications; removing the thread or creating duplicate tickets delays processing and can reset the priority clock.

Account Recovery and Security Procedures

Account recovery relies on proof-of-ownership. For Steam-linked PC accounts, the Steam transaction ID (17–20 digits) or a Steam support URL is primary proof. For mobile, the Google Play order ID follows the format GPA.xxxx-yyyy-zzzzz and Apple provides an App Store receipt number. Provide these in the initial ticket to speed verification.

Enable two-factor authentication where available and avoid sharing credentials. If you suspect unauthorized access, immediately file a ticket with subject “Account Compromise — Urgent,” change email and store passwords, and provide the last known successful login timestamp. For compromised payment methods, also contact your bank with the transaction ID; PUBG Support cannot reverse a bank’s chargeback without cooperation and detailed receipts.

Payments, Refunds and In-Game Item Recovery

Refund rules differ by platform: Steam enforces a 14-day/2-hour playtime refund policy; Apple and Google have their own windows (Google: automatic refunds within ~48 hours via the Play Store app; Apple: case-by-case through purchase history). PUBG developers will not usually process refunds for platform purchases — the platform does. For in-game item recovery (lost cosmetics, crates), provide order IDs, date/time, and screenshots; recovery decisions are typically made within 7–21 days.

For microtransaction fraud or unauthorized purchases, collect payment statements and open simultaneous tickets with PUBG Support and your payment provider. If a chargeback occurs (bank reversal), PUBG may lock account features pending investigation and requires original receipts to reverse punitive action.

Bans, Anti-Cheat, and Appeal Mechanics

PUBG uses server-side detection combined with third-party anti-cheat (BattlEye on PC) and proprietary mobile anti-cheat solutions. Ban types include temporary suspensions (48 hours to 30 days) and permanent bans for severe violations. Automated bans can be overturned if false positives are demonstrated with valid replays, logs and contextual evidence; however, successful reversal rates are low in confirmed cheat cases.

Appeals must be submitted through the Support portal under “Bans & Appeals”; include match IDs, replays, and a point-by-point rebuttal. Expect an acknowledgement within 72 hours and a detailed update or final decision within 7–30 days. Use only the Support portal for appeals — appeals via social media or community threads are not accepted as formal evidence.

Regional Considerations, Legal Requests and Third-Party Disputes

PUBG’s published support materials operate globally, but regional law or payment systems may change processes. For instance, EU consumers have statutory rights beyond platform policies; include your country and local consumer rights claims in the ticket if pursuing a legal refund. For subpoenas, DMCA or law-enforcement requests, contact [email protected] or follow the publisher’s published legal request form on https://www.krafton.com/legal (use the corporate contact path for formal subpoenas).

Scams: PUBG Support will never ask for passwords or payment credentials via email. If you receive a suspicious “support” message, create a ticket referencing the message headers and forward links to support so the security team can investigate. For chargeback-sensitive cases, maintain copies of all communication and transaction evidence as those expedite the formal investigation.

Common Problems and Fast Remedies

• Game Crash/CTD: Upload DxDiag, system specs (CPU/GPU/RAM), driver version, Windows version, and the %userprofile%/AppData/Local/PUBG/logs files; a well-documented ticket reduces back-and-forth from days to 48–72 hours.
• Missing Purchases: Provide platform order ID (Steam order, Google Play GPA.*, Apple receipt), exact UTC time, and screenshots of store transaction history; allow 7–21 days for reconciliation between platform and game accounts.
• False Ban Appeals: Attach unedited match replays, overlay logs, and explain any third-party tools in use; false-positive reversals are uncommon but possible with strong evidence.

Final Recommendations for Players

Always preserve original receipts, transaction IDs and uncompressed evidence; these are the single most important items for fast resolution. Label files with ticket number and UTC timestamp when attaching them to new replies to maintain clear audit trails for support agents.

Treat Support as a process: accurate initial data, a clear chronological narrative, and patience for technical investigations will consistently yield the fastest and most favorable outcomes. For corporate or legal escalation, use the contacts on https://www.krafton.com and keep ticket references attached to any external correspondence.