Common Subscription & Payment Issues

Charged for a Subscription or a Gem Pack but Not Upgraded / No Gems Received

If you were charged for a subscription or Gem Pack but did not receive your Gems, subscription upgrade, or premium benefits, follow the steps below. Our Support team can investigate if the issue continues.

What Might Be Happening

Your benefits may not appear for one of the following reasons:

• You completed the purchase while logged into a different account.
• Your payment is still pending or has not been fully processed by the third-party payment processor. 
• You purchased a G2A code but have not redeemed it on your account.
• You redeemed an additional prepaid subscription while another subscription was already active.
• Your Gems are scheduled to be distributed on your existing subscription billing date. (Only Applicable for Pre-Paid All Access Passes & Speciality Passes)
• You purchased a Specialty Pass, and the Gems were added to the applicable niche website instead of Createporn.com.
• The completed transaction was not automatically linked to your account and requires further review.

Troubleshooting

Before contacting Support, complete the following checks.

1. Confirm That You Are Using the Correct Account

Make sure you are logged into the account used when completing the purchase.

If you purchased a subscription through CCBill, the subscription benefits and Gems are applied to the account that was logged in during checkout. If you were logged into a different account, the benefits may have been added there instead.

Check your payment receipt for any associated email addresses and compare them with the email address connected to your current account.

2. Confirm That the Payment Was Completed

Check your receipt or payment-provider account to confirm that the transaction was completed successfully.

A pending authorization, temporary payment hold, or incomplete transaction does not confirm that the payment was completed. Benefits are only applied after the payment has been successfully processed.

3. Redeem Your G2A Code

Purchasing a subscription or Gem code through G2A does not automatically apply the benefits to your account. You must redeem the code manually after completing the purchase.

For instructions, see How to Purchase & Redeem Subscriptions or Gems on G2A.

4. Check for an Existing Prepaid Subscription

If you purchased or redeemed an additional G2A or cryptocurrency subscription while another prepaid subscription was active, the new subscription may be queued.

Gems are not issued immediately for overlapping prepaid subscriptions. They continue to be distributed according to the billing cycle of your original active subscription.

For more information, see How Prepaid Subscriptions Pay Out Gems.

5. Check the Website Where the Benefits Apply

Some subscriptions and Gem currencies only work on specific websites.

• Rubies can only be used on CreatePorn.com.
• Sapphires can only be used on the niche website where the Specialty Pass was purchased.
• Diamonds can be used across supported websites.

If you purchased a Specialty Pass, log in to the applicable niche website and check your subscription status and Sapphire balance there.

Subscription Options and Gem Types

When Contacting Support

If the steps above do not resolve the issue, contact Support and provide:

• The email address associated with your account
• An official payment receipt or order confirmation
• Confirmation that you were charged but did not receive the subscription upgrade, Gems, or other benefits
• The payment provider used, such as CCBill, G2A, or cryptocurrency
• The website where you expected the benefits to appear
• Your G2A redemption code, if applicable

Please do not send full card or banking information.

What Happens Next?

Our Support team will:

1. Review the payment receipt and transaction details.
2. Check whether the transaction was successfully completed.
3. Confirm which account received the purchase.
4. Review the subscription status and Gem balance associated with the account.
5. Determine whether the benefits are queued, available on another website, or require manual review.
6. Escalate the case if the completed purchase cannot be located or the benefits were not applied correctly.

Additional Information

All payments and transactions are handled by third-party payment providers.

Createporn.com does not process payments directly and cannot override payment holds, declines, or verification decisions made by a payment provider or financial institution.

CCBill Contact Information

Website: https://ccbill.com/contact
Phone: [phone]
Email: [e-mail]

Unable to Redeem a G2A Key Code

If you are unable to redeem a Gems key code purchased through G2A or Kinguin, we can help review the issue.

What Might Be Happening?

Possible causes include:

• The code was entered incorrectly.
• Extra spaces (Trailing Spaces) or formatting were added during copy and paste.
• The code has already been redeemed.
• The code is invalid or was issued incorrectly.
• A temporary issue is affecting the redemption process.

In many cases, redemption issues are caused by formatting errors or incorrect code entry rather than a problem with the code itself.

Troubleshooting

Before contacting Support, please verify the following:

1. Confirm whether the key was purchased through G2A.
2. Copy and paste the code exactly as provided.
3. Ensure there are no extra spaces before, after, or within the code.
4. Verify that the code is being entered into the correct redemption field.
5. Follow the redemption instructions provided in the official guide. (Please see Helpful Guide below)
6. Try redeeming the code again after confirming the steps above.

How to Purchase & Redeem Subscriptions or Gems on G2A

If this doesn't work, please reach out to our Support team (see When Contacting Support).

When Contacting Support

Please provide the following information:

• The email address associated with your account
• A screenshot of your purchase receipt showing your email address 
• The key code you are attempting to redeem
• A screenshot of the error message (if one appears)
• A brief description of what happens when you attempt to redeem the code

Note: If you have already provided some or all of the information above, you do not need to send it again. Only provide any missing details requested by Support.

Submit a request

What Happens Next?

Once we receive the requested information:

• We will review the issue.
• We will verify the purchase and redemption details provided.
• We will confirm whether the code appears to be valid and eligible for redemption.
• If additional investigation is required, the case will be escalated to the appropriate team.
• Escalation will only occur after all required validation information has been collected.

Additional Prepaid Subscription Redeemed – Gems Not Received

If you purchased and redeemed an additional prepaid subscription through G2A or Cryptocurrency and did not receive Gems immediately, this is usually expected behavior.

What Might Be Happening?

Gems are not awarded at the time of an additional prepaid subscription purchase or redemption.

Instead:

• Gems are awarded based on your original subscription start date
• Redeeming an additional prepaid subscription extends your subscription duration
• It does not trigger an immediate Gems payout

If your prepaid subscription was redeemed successfully, you can view the scheduled Gem payout dates in the Subscription Schedule section of the Upgrade page. This can help confirm when your next Gems are expected to be awarded.

How Prepaid Subscriptions Pay Out Gems

Example

If your original subscription started on the 15th of the month:

• You receive Gems on the 15th of each billing cycle
• If you redeem another prepaid subscription on the 5th:
  • Your subscription is extended
  • You do not receive Gems on the 5th
  • Your next Gems payout still occurs on the 15th

When Contacting Support

Please provide the following information:

• The email address associated with your account
• The platform used for purchase:
  • G2A
  • Cryptocurrency
• A screenshot of the purchase receipt or redemption confirmation (if available)

Note: If you have already provided some or all of the information above, you do not need to send it again. Only provide any missing details requested by Support.

What Happens Next?

Once we receive the requested information:

• We will review your subscription details
• We will verify your original subscription start date
• We will confirm the expected Gems payout schedule
• We will check whether the prepaid subscription was correctly applied to your account
• If your account does not match the expected payout schedule, the case may be escalated for further investigation.