This is a plain-English summary of the account rules from our Terms of Service, plus how to get in touch. The full Terms at packs.com/terms apply if anything here differs.
The rules
You must be 18 or older. We may ask for ID to confirm your age or identity.
One account per person. Extra accounts – including ones on the same connection – can be suspended and their balances forfeited.
Use your own payment methods. The name on a card or account you deposit from must match the name on your Packs.com account.
No chargebacks on legitimate purchases. Contact us first about any billing problem; disputes filed without contacting us lead to suspension.
Keep your login details private. You're responsible for activity on your account – enable 2FA.
Don't abuse promotions. Referral, promo and Welcome Pack bonuses are one per person.
Inactive accounts
Coins don't expire while you're active. Accounts that stay inactive for a very long time may be subject to an inactivity fee, and cards left in a dormant Backpack for years may eventually be sold back to Coins – the exact terms are in the Terms of Service. If you're taking a break, sell or ship your cards first.
Closing your account
Email [email protected] from the address on your account and ask us to close it. Before you do, sell or ship the cards in your Backpack – Coins can't be cashed out, and a closed account's balance can't be recovered.
Your data
To request a copy of your data or ask for it to be deleted, email [email protected]. Our Privacy Policy at packs.com/privacy explains what we collect and why.
Contacting support
Live chat: click the chat bubble in the bottom corner of any page. Our help center is built in, so you can search articles first.
Email: [email protected]
Support is available 24/7; replies can take up to 12 hours, usually much less.
To speed things up, include your account email, the order number or transaction ID if relevant, and screenshots of any error.
Related articles
Refund policy in plain English
Setting up two-factor authentication (2FA)
Creating your account and verifying your email
Still need help? Open live chat from the bubble in the corner of any page, or email [email protected] – include your account email and, if relevant, the order number or transaction ID.