Stadia Announcement FAQ

On September 29, 2022, Google announced that the Stadia servers will be turned off on January 18, 2023. The following article includes answers to common questions and will be updated as new information becomes available. Please check back for updates before contacting support.

Stadia Refunds

Starting November 9, 2022, Stadia will attempt to automatically process refunds for all purchases of games, add-on content and subscriptions fees other than Stadia Pro made through the Stadia Store. We ask for your patience as we work through each transaction and ask that you refrain from contacting Customer Support as they will not be able to expedite your refund during this time. We still expect the majority of refunds to be processed by January 18th, 2023.

Frequently asked questions

Refunds, returns, and new purchases

Q: How will my Stadia store refunds be processed?

A: Starting November 9, 2022, we will attempt to automatically refund each transaction to the form of payment used to make the purchase. If we are unable to issue your refund to the original form of payment, we will email you at the Google account used to make the purchase. The email will include instructions on how to set up an alternate refund method.

Q: How and when will I be notified about my refund?

A:

• Customers who have made 20 or fewer purchases on the Stadia store will receive one email for each transaction made (including a separate email for each reoccurrence of any eligible recurring subscriptions).
  • For a complete list of transactions that require your attention, please visit pay.google.com and click Alerts at the top of the page.
• Customers who have made 21 or more purchases on the Stadia store will receive one email summarizing all refund attempts. If necessary, this email will provide instructions on additional steps needed to help us complete your refund.

If you have received an email indicating that the refund was issued, but the form of payment that was refunded is no longer active and you have not received an additional email from Google with next steps, please reach out to the banking institution and/or credit card company to discuss how you will receive your funds.

Q: Will I receive a refund even if I've deleted my Google account?

A: For Stadia players that have deleted their Google account, we will still attempt to automatically refund the transaction to the original form of payment. If the form of payment is no longer available, please contact Stadia Customer Service and be prepared to provide the email of the deleted account, your last transaction date, and your last transaction amount.

Q: When will I receive my refund?

A: As of November 9, 2022, we have begun issuing refunds for purchases made on the Stadia Store. We ask for your patience as we work through each transaction, as we still expect the majority of refunds to be processed by January 18th, 2023. Please refrain from contacting Customer Support as they will not be able to help expedite your refund during this time. Delays may occur if the original form of payment is no longer available and we request additional steps to complete the refund process.

Q: When will I get my Google Store hardware purchase refund?

A: We are working through this process and still anticipate the majority of refunds will be processed by January 18, 2023.

Q: Will I get a refund? What is available for a refund?

A: We will be offering refunds for all Stadia hardware purchases (Stadia Controller, Founder's Edition, Premiere Edition, and Play and Watch with Google TV packages) made through the Google Store and software transactions (games and add-on purchases) through the Stadia store. Stadia Pro subscriptions are not eligible for refund, however you will be able to continue playing your games in Pro without further charges until the final wind down date.

Q: Why can I no longer purchase games? Can I purchase in-game transactions?

A: We have now closed the Stadia Store and disabled all commerce on the Stadia platform, including in-game transactions.

Q: Will I get a refund for purchases of in-game currency made through the Stadia store?

A: All in-game currency purchased through the Stadia store will be refunded.

Q: I no longer have the form of payment I used to make the purchase. How will I get a refund?

A: In many cases, the banking institution will still accept the refund, and we recommend that you reach out to them to receive your funds. If the banking institution does not accept the refund, we will email you with instructions on the steps you’ll need to take to receive your refund.

Q: I received an email that indicates the refund was issued to a form of payment from a financial institution and/or credit card company that I no longer have an account with. How will I get the refund?

A: Please reach out to the financial institution and/or credit card company to discuss how you will receive your funds.

Q: I received an email from Stadia pointing me to sign up for Payoneer to receive my refund. What is Payoneer?

A: We've partnered with Payoneer to help facilitate refunds if any customers have transactions that we are not able to refund automatically. We're reaching out to these customers via email to directly connect them with Payoneer.

Q: I'm still missing refunds. When will I receive them?

A: Some refunds might require additional steps before you can receive them. Google has partnered with a platform called Payoneer to help facilitate the remainder of your refunds.

Expect an email from Stadia in January that contains a link generated specifically for you and your account. Please don't share this link, as that will increase the time needed to deliver your refund. In the email, you'll be directed to sign up on the Payoneer site and verify your identity before choosing the form and method of your refund.

Q: I contacted my bank and credit card company, but they asked me to contact Google to get my refund. What should I do?

A: Follow these steps:

1. Go to pay.google.com.
2. In the top header, select Alerts .
3. Check the list of transactions. If you think refunds are missing from the list, contact Stadia customer support and provide an agent with the order number of each transaction you think is missing. To find an order number (also known as a transaction ID), go into your Stadia settings select Purchases & Subscriptions select a transaction.

Q: I ordered something via pre-order. Will I get charged?

A: All future pre-orders will be canceled and you will not be charged. If you were already charged, you will be refunded your payment.

Q: Are you refunding my Stadia Pro subscription?

A: We will not be refunding charges for Stadia Pro subscriptions that were issued prior to September 29, 2022. Players who held an active Stadia Pro subscription as of September 29, 2022 will not be charged for access to their Pro library or other subscription entitlements during the shut-down period.

Q: I was billed for my Pro subscription on or after September 29, 2022. Will I be refunded for that?

A: Any Pro subscription charges incurred on or after September 29, 2022 (midnight PST) will be refunded.

Q: Do I have to return my hardware to get a refund?

A: In most cases, you will not need to return hardware purchased from the Google Store to obtain a refund. The following hardware is eligible for a refund: the Stadia Controller, Founder's Edition, Premiere Edition, and Play and Watch with Google TV packages. Proof of the device may be required to process a refund in some cases.

Q: Can I return hardware to physical Google Store locations?

A: No. The Google Store will not be able to process any returns or refunds.

Q: Am I eligible to receive a refund for the Stadia Premiere Edition I purchased from Best Buy?

A: Yes. Follow the instructions on the Best Buy - Google Stadia Premiere Edition page for instructions on how to receive your refund.

Q: I received a Stadia Controller as a gift. What am I entitled to?

A: Refunds for Stadia Controller, Founder's Edition, Premiere Edition, and Play and Watch with Google TV packages will be issued to the original purchaser at the purchase price.

Q: Will you be refunding the Power Support CLAW™ For Stadia Controller?

A: No, this item will not be eligible for refund.

Interim game play experience

Q: How long will I be able to play my games on Stadia?

A: We will be leaving the Stadia platform and game servers online until January 18, 2023, so you can continue to play games in your library.

Q: Will all games work as expected during this time?

A: We anticipate some gameplay issues during this period, especially for any games requiring commerce, but the majority of games should continue to work as normal.

Q: What about my game progress? Can I take my game progress to another platform?

A: While cross-progression play on other platforms may be possible for games that support this feature, it isn't available for all titles. Please reach out to the game developer or publisher if you have additional questions about saved game transfers and account progress. Some publishers have already shared plans for transferring game progress, including Ubisoft, Bungie, I/O Interactive, CD Projekt Red, Rockstar Games, and Bethesda. Find updates from these and other publishers on their social channels.

Q: Why can't I sign up for Stadia Pro?

A: We have closed the Stadia Store and disabled all commerce on the Stadia platform, including new subscriptions.

Q: Can I transfer my Stadia games to a different platform?

A: A number of game publishers are providing ways to transfer game data to other platforms, but you may have to purchase the game on another platform to play. Please refer to publishers' social channels for information on their games.

The Stadia Controller

Q: Can I still plug my Stadia Controller into a device to play games?

A: Yes. After Stadia shuts down, you can still connect your controller to a device with a USB-C cable.

Q: Can I use the Stadia Controller with a wireless Bluetooth® connection?

A: Yes. Until December 31, 2024, you can use the web-based update tool at stadia.google.com/controller to enable Bluetooth Low Energy mode on your Stadia Controller.

Q: Can I get support for my Stadia Controller after Stadia shuts down?

A: No. After Stadia shuts down, product support will not be available for Stadia Controllers. However, Stadia Controllers are eligible for a full refund. Learn more about Stadia refunds.

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