Question 1

How do I sign up?

Accepted Answer

Use the "Sign up" button at the top right with your e-mail and a password, or sign up in one click with your Google account. Registration is free and takes a minute.

Question 2

I forgot my password — how do I reset it?

Accepted Answer

On the login page click "Forgot password" — a reset link is sent to your e-mail. If it does not arrive, check your Spam folder.

Question 3

How do I change my profile details?

Accepted Answer

In My account → My details you can change your first name, last name, phone and profile picture. The e-mail address is the account key, so it cannot be changed by you — contact support if needed.

Question 4

Do I need an account to order?

Accepted Answer

Yes. Orders are tied to your account so you can track status, see your history, and have the amount of a rejected order returned to your balance automatically.

Question 5

How do I delete my account?

Accepted Answer

On the Delete account page, confirming with your password. Deletion cannot be undone — use any remaining balance and bonus first.

Question 6

How do I place an order?

Accepted Answer

Choose the game → choose the package → enter your game ID (and server/zone if required) → pick a payment method and confirm. The order appears immediately under My orders.

Question 7

When will my order arrive?

Accepted Answer

For most games automatically — within a few minutes of payment. Some products are processed manually and can take 5–15 minutes; delays are possible when the supplier has an issue — in that case a note is shown next to the order.

Question 8

What do the order statuses mean?

Accepted Answer

Pending — order accepted, awaiting processing. Approved — product delivered to your account. Rejected — could not be processed, amount returned to your balance (the reason is shown next to the order).

Question 9

I entered the wrong game ID — what now?

Accepted Answer

If the order is still "Pending", contact live chat immediately — we can stop it before processing. If it has already been processed, the product went to another account and cannot be returned; double-check the ID when entering it.

Question 10

My order was "Rejected" — where is my money?

Accepted Answer

The amount of a rejected order is returned to your Freeshop balance automatically; you can use it for a new order right away. The reason is shown next to the order.

Question 11

Where can I see my order history?

Accepted Answer

My account → My orders — the date, amount, status and rejection reason (if any) of every order.

Question 12

Which payment methods do you accept?

Accepted Answer

Bank cards (Visa/Mastercard with 3D Secure), Birbank QR, m10, ABB, Rabitabank, eManat, MilliÖn, Portmanat, Google Pay and Apple Pay. Details: Payment methods.

Question 13

How do I top up my balance?

Accepted Answer

My account → Top up: enter the amount (1–1000 AZN), choose a method and complete it on the payment page. The balance is added immediately after payment.

Question 14

I paid but the balance did not arrive

Accepted Answer

Bank confirmation is sometimes delayed by 1–2 minutes — refresh the page. If it is still missing after 10 minutes, send the payment date, amount and method via live chat; we will check and add it.

Question 15

Are my card details stored on the site?

Accepted Answer

No. Card details are entered only on the bank's or payment provider's secure page; Freeshop never sees or stores them.

Question 16

Can I withdraw money from my balance?

Accepted Answer

Yes — My account → Withdraw: minimum 10 AZN, to a Kapital, Leo or Unibank card. Requests are checked manually and usually processed within 24 hours.

Question 17

Why pay with balance?

Accepted Answer

Balance orders complete in one click — no card page every time. The amount of rejected orders also goes back to the balance and is ready to use immediately.

Question 18

Can I return a digital product?

Accepted Answer

Once the product has been delivered to your account (code shown / diamonds loaded) a return is not possible — a digital product counts as used. Orders that were not processed are refunded to the balance in full.

Question 19

24 hours have passed and my order is still not processed

Accepted Answer

If an order is not processed within 24 hours you are entitled to a full refund — contact support and the amount is returned to your balance or, on request, to your payment method.

Question 20

How long does a refund take?

Accepted Answer

To balance — immediately (automatic on rejection). If a refund to card is requested, 3–10 business days depending on the bank.

Question 21

How do I submit a refund request?

Accepted Answer

Via live chat, the contact form or info@freeshop.az — with the order number. We reply within 24 hours. Full terms: Refund Policy.

Question 22

Which games and services are available?

Accepted Answer

Over 200 games and services: PUBG Mobile UC, Free Fire diamonds, Roblox Robux, Mobile Legends, TikTok coins, Steam, PlayStation, Telegram Stars and more. Full list: Games.

Question 23

Where do I find my game ID?

Accepted Answer

Each game page shows where the ID is. It is usually in the game's profile section: Free Fire — under the name in the profile; PUBG Mobile — the "ID" line in the profile; Mobile Legends — ID and zone number together.

Question 24

Are the products genuine? Is there a ban risk?

Accepted Answer

All products are purchased through official suppliers and distributors; delivery to your account goes through the game's own official channels. There is no ban risk.

Question 25

The product says "out of stock"

Accepted Answer

A temporary outage on the supplier side; it is usually restored within a few hours. Follow our Telegram channel for updates or ask in live chat.

Question 26

Can I buy wholesale?

Accepted Answer

Yes — there are separate terms for regular and wholesale buyers. Write via the Contact page or live chat.

Question 27

What is Freeshop Club?

Accepted Answer

Our loyalty programme: as you shop you earn tokens, your rank rises (8 ranks from Bronze to Grandmaster), you open chests and appear in the leaderboard. Club page.

Question 28

How do I earn tokens?

Accepted Answer

By shopping and by writing reviews of products you bought. Tokens are used to open the chest.

Question 29

What is bonus and how do I convert it to balance?

Accepted Answer

Bonus earned from campaigns, tournaments and giveaways accumulates in your account. Once you have at least 100 bonus you can convert it to balance: 100 bonus = 1 AZN.

Question 30

What is the chest?

Accepted Answer

A surprise box opened with tokens — it gives bonus, discounts and gifts. If you lack tokens, collect them by shopping and reviewing. Chest.

Question 31

How do I join tournaments and giveaways?

Accepted Answer

The conditions are listed on the Tournaments and Giveaways pages (e.g. saving our WhatsApp number, following on TikTok). You get +10 bonus when joining your first tournament.

Question 32

What is the streamer programme?

Accepted Answer

For streamers: a personal donation page (freeshop.az//en/y/yourname), support from viewers via Freeshop balance, and on-stream alerts (with sound and image). Streamers.

Question 33

How do I become a streamer?

Accepted Answer

Send your channel details from the "Become a streamer" section of your account; after approval your page opens and you can share the link on stream.

Question 34

Where do donations go, are they refundable?

Accepted Answer

Donations (min. 1 AZN) go to the streamer's Freeshop balance after the platform commission — they can be spent on game purchases or withdrawn to a card via Withdraw. Sent donations are not refundable.

Question 35

I have an advertising or partnership proposal

Accepted Answer

For collaboration with bloggers, channels and shops write to info@freeshop.az or mention "partnership" in live chat.

Question 36

How do I protect my account?

Accepted Answer

Use a strong, unique password and never share it. Freeshop staff never ask for your password. If you notice a suspicious login, change your password immediately and contact us.

Question 37

How do I avoid fake sites?

Accepted Answer

The only official address is freeshop.az; official channels: Telegram @freeshopazebot, Instagram @freeshopaz. Do not pay anyone writing under the "Freeshop" name from other domains.

Question 38

How is my personal data protected?

Accepted Answer

Your data is used only to fulfil orders; card details are not stored by us. Details: Privacy Policy and Cookie Policy.

Question 39

Is there an age restriction?

Accepted Answer

Persons under 18 must use the site with the consent of a parent or legal guardian. Full rules: User Agreement.

Question 40

The site does not open or is slow

Accepted Answer

Clear your browser cache, try another browser or network; turn off VPN if you use one. If the problem persists, send a screenshot via live chat.

Question 41

The payment page does not open

Accepted Answer

An ad blocker or the browser's "shield" mode may block the bank's payment page — disable it temporarily and try again. If the page was interrupted, check your balance: if the payment went through, the balance has been added.

Question 42

Is there a mobile app?

Accepted Answer

The Android app is ready and in testing on Google Play. For now you can install the site as an app: Android — "Add to Home screen" in the browser menu; iPhone — Safari → Share → "Add to Home Screen".

Question 43

How do I turn notifications on or off?

Accepted Answer

In your browser's site settings under "Notifications". We send push notifications only for campaigns and important news.

Question 44

The Telegram Mini App does not work

Accepted Answer

Update the Telegram app and reopen the bot: t.me/freeshopazebot. If your account is not linked, repeat the "Link account" step in the bot.

Question 45

How can I reach you?

Accepted Answer

Live chat (bottom right, 24/7), Telegram bot @freeshopazebot, phone +994 51 421 61 57, e-mail info@freeshop.az or the contact form.

Question 46

When does support reply?

Accepted Answer

In live chat usually within a few minutes; to e-mail and the contact form within 24 hours.

Question 47

What should I include in my request?

Accepted Answer

Order number, game ID, payment date and amount, and a screenshot if possible — this speeds up the solution considerably.

Question 48

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