Frequently Asked Questions

Delivery time depends on what you order.

Gift Cards and Digital Game Keys

Delivered instantly, typically within 10 to 20 minutes of payment confirmation.

Game Pass Ultimate — PC Shared Accounts

Delivered almost instantly in most cases. Shared PC accounts are almost always in stock and are assigned immediately after your order is confirmed.

Game Pass Ultimate — Console and PC Private Accounts

These can take up to 24 to 48 hours depending on current stock availability. Our team will keep you updated throughout the process via your order status page.

Physical Products

Customers in Lahore receive same day delivery through our in-house delivery service. Customers outside Lahore receive their orders within 2 to 3 business days via TCS courier. Tracking information is provided once your order is dispatched.

How to Track Your Order

After placing your order, you are taken to your personal order status page where you can follow every stage of your fulfillment in real time.

- If you paid through our PayPro gateway — you are taken to your order status page automatically after payment.

- If you paid through a digital wallet (JazzCash, EasyPaisa, SadaPay, NayaPay) — you upload your payment screenshot on our site, arrive on WhatsApp, and our team confirms your payment and sends you your order status page link.

ProPlay offers multiple payment options to make buying as easy as possible for Pakistani customers.

Digital Wallets

Pay directly through JazzCash, EasyPaisa, SadaPay, or NayaPay. Simply make the transfer, upload your payment screenshot on the site, and our team confirms your order on WhatsApp and provides your order status page link.

Bank Card Payment — PayPro Gateway

Pay securely through our payment gateway powered by PayPro, a trusted and well known Pakistani payment processor. Through PayPro you can pay using any Pakistani bank debit or credit card — HBL, Meezan, UBL, Allied Bank, and all other major banks are supported.

- No minimum order amount

- All transactions fully secured

- Taken directly to your order status page after payment

Delivery charges for physical products depend on the size and weight of the item. Lighter items such as a gaming mouse have a delivery charge starting from around Rs. 400, while heavier items such as mechanical keyboards may have a charge of up to Rs. 800. The exact delivery charge for your order depends on your location.

For customers in Lahore, same day delivery is available through InDriver Courier delivery service. For customers outside Lahore, orders are shipped via TCS courier and typically arrive within 2 to 4 business days.

Xbox Game Pass Ultimate is Microsoft's gaming subscription service that gives you access to 400+ games on Xbox console or Windows PC. In Pakistan, Microsoft does not sell Game Pass directly at local prices, which is why ProPlay provides it at affordable Pakistani Rupee pricing with full activation support.

When you order from ProPlay, our team assigns you a dedicated Game Pass account — either a private account exclusively for you or a shared account at a lower price — and guides you through the complete activation process via WhatsApp. Once activated you have immediate access to the full Game Pass library.

ProPlay offers Game Pass Ultimate in two separate platform categories:

- Game Pass Ultimate for Console — for Xbox Series X/S, Xbox One, Xbox One X/S.

- Game Pass Ultimate for PC — for Windows computers

This way you only pay for the platform you actually play on. If you need access on both platforms, contact us on WhatsApp to discuss your options.

ProPlay offers Game Pass Ultimate for both Console and PC, with private and shared account options available.

Game Pass Ultimate — Console (Private Account)

Private console accounts are our most popular product. The account is assigned exclusively to you and works seamlessly with your own Xbox profile through the Home Xbox feature.

- 1 Month — Rs. 4,000

- 2 Months — Rs. 5,000 (most popular — save Rs. 3,000 vs buying two separate months)

Shared console accounts are occasionally available starting from Rs. 3,600 per month when in stock.

Game Pass Ultimate — PC

Shared accounts are the most popular and most available option for PC players.

- Shared 1 Month — Rs. 1,200

- Shared 2 Months — Rs. 2,200

Private PC accounts are also available for players who want exclusive access to a dedicated account.

- Private 1 Month — Rs. 4,600

- Private 2 Months — Rs. 5,600

All prices are in Pakistani Rupees. Not sure which package is right for you? Message us on WhatsApp and we will help you choose.

Private Account

A private account is a Game Pass account assigned exclusively to you. No other customer uses this account. It offers complete stability, consistent availability, and uninterrupted access throughout your subscription. Private accounts are the most popular choice for console players and are recommended for anyone who wants a hassle-free, dedicated experience.

Shared Account

A shared account means the Game Pass subscription is active on an account that is operated by 3-5 verified ProPlay customers. Shared accounts are significantly cheaper while still delivering reliable access for most players. They are the most popular choice for PC players due to their excellent value. Shared console accounts are available in limited stock.

Which should you choose?

- If you play on console and want the best experience — choose a private account. As you can link them to your main profile through Home Xbox feature and enjoy personal Game Pass Access.

- If you play on PC and want the best value — choose a shared account and if you want a more personal experience then choose a private account.

- If you are unsure — message us on WhatsApp and we will recommend the right option for your setup

Yes — and this is one of the best features of our console Game Pass accounts. Here is exactly how it works.

Step 1: When you receive your private console Game Pass account from ProPlay, you get an email address and password.

Step 2: Log into that account on your Xbox console. You do not need to use this account for gaming — it is only used for the setup step.

Step 3: Go into the settings of that account on your Xbox and enable it as your Home Xbox.

Step 4: The Home Xbox feature automatically shares all subscriptions and games from that account with every other profile on the same console. This means you can switch back to your own main Xbox profile and enjoy Game Pass exactly as if it were activated directly on your account — playing on your own profile, earning your own achievements, and keeping your own game saves.

This is why our console private accounts deliver a fully personal Game Pass experience at a fraction of the cost of buying directly.

For PC: Microsoft does not have an equivalent home sharing system for PC. PC accounts must be used by logging into the account we provide. If you want Game Pass activated directly on your own personal Microsoft account for PC, contact us on WhatsApp to ask about our personal account option.

Our Game Pass Ultimate console accounts are compatible with all Xbox console models including:

- Xbox Series X

- Xbox Series S

- Xbox One X

- Xbox One S

- Xbox One

As long as your console can connect to the internet and access the Xbox account system, our Game Pass activation will work on it. If you are unsure whether your specific model is compatible, contact our team on WhatsApp before ordering and we will confirm for you.

ProPlay offers a complete replacement guarantee on all Game Pass accounts. If your account stops working or experiences any issues at any point during your active subscription period, we will replace it immediately with a fully working account with your remaining subscription time intact.

In situations where a replacement is not possible, a refund can be issued depending on the circumstances of the case.

Our support team is available 24 hours a day through WhatsApp and Instagram and will resolve any issue as quickly as possible. We do not consider any order closed until you are actively using your Game Pass without issues.

You can reach us any time — do not hesitate to contact us the moment you experience any problem.

ProPlay stocks a growing catalog of gaming peripherals carefully selected for Pakistani gamers. Our current range includes mechanical keyboards, wireless and wired gaming mice, and other gaming accessories from popular brands including Attack Shark, Ajazz, Hommo, and more.

All physical products are brand new, genuine, and dispatched in original manufacturer packaging. We operate from our office in Lahore and offer same day delivery within Lahore and nationwide delivery via TCS for customers across Pakistan.

We are continuously expanding our physical product range. If you are looking for something specific that you do not see listed, contact us on WhatsApp and we will let you know if it is available or arriving soon.

Yes. Every physical product sold by ProPlay is brand new and genuine. We do not sell refurbished, used, open-box, or replica products under any circumstances. All items are dispatched in their original manufacturer packaging with all included accessories and documentation present.

We take product authenticity seriously because our reputation is built on trust. Over 1,000 customers have purchased from ProPlay and our reviews reflect the quality and reliability of every product we sell.

If you receive a product that does not match this standard, contact us within 24 to 48 hours of receiving your order and we will resolve it immediately.

Physical Products

ProPlay offers a 24 to 48 hour refund and return window starting from the time you receive your order. If you experience any defect, damage, or issue with the product within this window, contact our team immediately through WhatsApp or Instagram with a description and photos of the issue. Our team will review your case and if eligible, arrange for the product to be returned and a refund or replacement to be issued.

Digital Products and Game Pass

If your Game Pass account stops working or you experience activation issues at any point during your subscription, we offer a full replacement guarantee. Refunds for digital products are handled case by case and our team is available 24 hours to assist and resolve any issue.

How to raise a refund request

Contact us on WhatsApp as soon as you identify the issue. Having your order number ready will help us process your request faster.

For full details and all terms and conditions please read our complete refund policy page.

Our support team is available 24 hours a day, 7 days a week.

The fastest way to reach us is through WhatsApp. Our team responds quickly and handles everything from order queries and activation support to delivery tracking and after-sale issues. Simply tap the link below to start a conversation.

You can also reach us through our Instagram channel for general queries and product questions.

For any order-related query, having your order number ready will help us assist you faster. Whether you have a question before buying or need help after receiving your order, we are always here.

Yes, absolutely. ProPlay makes it easy to gift Game Pass to a friend or family member in two ways.

Option 1 — Activate directly on their account

Share your friend's Microsoft account email and password with us and we will activate the Game Pass directly on their account. This is the smoothest gifting experience as the recipient gets immediate access without needing to do anything themselves.

Option 2 — Order in their name

Provide us with your friend's name, email address, and phone number. We will process the order, deliver the account to them, and they will be notified via email once their Game Pass is ready. You handle the payment and they receive the gift directly.

Contact us on WhatsApp before ordering and we will guide you through whichever gifting method works best for your situation.

It depends on the duration and account type you purchased.

If you purchased multiple months

We deliver Game Pass in segments. For example, if you purchased four months, we deliver the first two months upfront and then automatically send you the next two month segment before your current one expires. You will not lose access between segments as long as your order is active.

If your purchased duration ends

Once your subscription period is fully complete, access simply ends. There is no automatic renewal. To continue, you place a new order with us for your next subscription period.

Personal accounts

If you own a personal account purchased through us, renewals can be applied directly to the same account depending on availability. Contact us on WhatsApp when your subscription is nearing its end and we will sort it out for you.

Yes, you can upgrade from a shared account to a private account at any point during your subscription. However, additional charges apply for the upgrade since private accounts are priced higher than shared accounts.

The additional amount is calculated based on your remaining subscription time and the difference in pricing between your current shared plan and the private plan you are upgrading to.

Contact us on WhatsApp and our team will calculate the exact upgrade cost for you and process the switch as quickly as possible.

Yes. Xbox Game Pass Ultimate includes access to EA Play, giving you a library of EA titles on top of the standard Game Pass game catalog.

Important note for shared account holders

On shared PC accounts, EA Play access can sometimes be limited due to how EA manages shared licenses. If uninterrupted EA Play access is important to you, we strongly recommend purchasing a private account to guarantee full and consistent EA Play functionality.

If you are unsure which account type is right for you, contact us on WhatsApp and we will help you choose.

The account we assign to you is strictly for your personal use only. Sharing your assigned account credentials with friends or family is not permitted under our terms.

Why this matters

Our shared PC accounts have a limited number of slots — between 3 and 5 customers per account — which is how we keep the service stable and affordable. If customers share their credentials further, it causes instability for everyone on that account.

If you need access for multiple people

If you want Game Pass for a friend or family member, simply place a separate order for them. We will assign them their own dedicated account slot. This keeps everyone's access stable and uninterrupted.

For gifting options, see our FAQ on buying Game Pass as a gift for someone else.

No, ProPlay does not offer Cash on Delivery at this time. All orders require advance payment before processing and dispatch.

Payment options available

- Digital Wallets — JazzCash, EasyPaisa, SadaPay, NayaPay

- Bank Card — Any Pakistani debit or credit card via our PayPro payment gateway

All transactions are fully secured. Once your payment is confirmed your order enters processing immediately and you are notified at every stage via your order status page.

Yes. If a product you want is currently out of stock, you can pre-order it and we will deliver it as soon as it becomes available.

To place a pre-order, contact us on WhatsApp with the product name and we will confirm the expected availability timeline and process your pre-order from there.

Yes. Physical products sold by ProPlay come with a manufacturer warranty where applicable. Warranty duration varies by product and brand — some products include up to one month of manufacturer warranty. The warranty details for each product are listed on its individual product page.

ProPlay's own guarantee

In addition to any manufacturer warranty, ProPlay offers a 24 to 48 hour window from the time you receive your product. If you find your product is defective or damaged within this window, contact us immediately and we will arrange a refund or replacement without hassle.

For full details see our refund and return policy.

Yes. ProPlay delivers physical products to all cities across Pakistan with no city restrictions.

- Lahore — Same day delivery via our in-house delivery service

- All other cities — 2 to 3 business days via TCS courier

Whether you are in Karachi, Islamabad, Peshawar, Faisalabad, Multan, or anywhere else in Pakistan, we will get your order to you. Tracking information is provided once your order is dispatched.

No problem at all. If you completed your payment but forgot to upload your screenshot on the site, your order will remain in pending status until it is confirmed.

Simply send your payment screenshot directly to our WhatsApp and our team will manually confirm your payment, mark your order as confirmed, and send you your order status page link from there. Your order will then proceed normally without any delay.

It depends on how quickly you act.

If your order has not started processing yet

Yes, you can cancel and receive a full refund. Contact us on WhatsApp as soon as possible with your order details and we will cancel it immediately.

If your order has already started processing

Once our team has begun processing your order — for example activating a Game Pass account or preparing a physical product for dispatch — cancellation is no longer possible.

The fastest way to request a cancellation is via WhatsApp. The sooner you contact us after placing your order, the higher the chance we can cancel it in time.

If you receive an incorrect product, we will make it right immediately.

Option 1 — Exchange

We will arrange for the wrong item to be collected from you and ship your correct product as soon as possible at no additional cost to you.

Option 2 — Full Refund

If you would prefer a refund instead of waiting for the correct product, we will process a full refund without any deductions.

Contact us on WhatsApp or email us at proplay.shopp@gmail.com as soon as you receive the wrong item. Have your order number ready and send a photo of what you received. We will resolve it immediately.

This depends on the product and the specific situation.

For certain products and circumstances, we do consider refund requests even when the product is working correctly and was delivered as described. Each case is reviewed individually by our team.

To request a change of mind refund, contact us on WhatsApp or email us at proplay.shopp@gmail.com with your order number and your reason. Our team will review your case and respond as quickly as possible.

We always try to find a fair resolution for our customers.

Starting a refund or return with ProPlay is simple. You do not need to fill any form.

Step 1

Contact us on WhatsApp or email us at proplay.shopp@gmail.com with your order number and a clear description of the issue.

Step 2

Our team will review your request and confirm whether your order is eligible for a refund or replacement.

Step 3

If approved, your refund will be processed within 2 to 3 business days and returned through the same payment method you used to place your order.

The sooner you contact us after identifying the issue, the faster we can resolve it for you.

Once your refund request is approved by our team, the refund is processed within 2 to 3 business days.

The time it takes to appear in your account after processing depends on your payment method:

- JazzCash / EasyPaisa / SadaPay / NayaPay — typically reflected within 24 hours of processing

- Bank card payments via PayPro — may take 3 to 5 additional business days depending on your bank

If you have not received your refund after this period, contact us on WhatsApp or email us and we will follow up immediately.

ProPlay offers multiple support channels and we are always available to help.

WhatsApp — fastest response

Message us directly on WhatsApp for the quickest response. Our team typically replies within a few minutes. For order queries, have your order number ready to help us assist you faster.

Email

You can also reach us at proplay.shopp@gmail.com for detailed queries, complaints, or refund requests.

Instagram

Reach us through our Instagram channel for general queries and product questions.

We are available 24 hours a day, 7 days a week including weekends and all public holidays. During very busy periods we may take slightly longer to respond but we always reply as quickly as possible.

ProPlay support is available 24 hours a day, 7 days a week — including all weekends and public holidays such as Eid, Independence Day, and all other Pakistani national holidays.

We never close. Our WhatsApp and Instagram channels are always open and monitored.

During peak hours our team responds within a few minutes. During off-peak hours there may occasionally be a short delay but we always respond as quickly as possible and never leave a message unanswered.

Our team typically responds within a few minutes on WhatsApp during normal hours.

During very busy periods the response time may be slightly longer, but we always aim to respond as fast as possible and never leave a message unanswered. We are available 24 hours a day including weekends and public holidays.

For the fastest response, always contact us via WhatsApp. For less urgent queries you can also email us at proplay.shopp@gmail.com.

If you feel your issue was not resolved to your satisfaction, we want to hear about it.

Contact us again directly on WhatsApp or email us at proplay.shopp@gmail.com and clearly explain what went wrong and what resolution you are expecting. Our team will review your case again and work to find a fair outcome.

We take every customer complaint seriously. Our goal is always to resolve issues fully and make sure every customer leaves satisfied. If something was handled incorrectly the first time, we will make it right.

ProPlay stocks a wide and growing range of gaming accessories for Pakistani gamers including:

- Mechanical Keyboards — wired and wireless, from brands like Ajazz, Xinmeng, Wornier, and more

- Gaming Mice — wireless and wired, from brands like Attack Shark, Hommo, and more

- Gaming Mousepads — various sizes for different setups

- Gaming Headsets — for immersive audio during gaming sessions

- Controllers — compatible with both PC and console

- Other gaming peripherals — additional accessories added regularly

We are constantly expanding our catalog. If you are looking for something specific that you do not see listed, contact us on WhatsApp and we will let you know if it is available or coming soon.

Compatibility varies by product type.

Controllers

Our controllers are compatible with both PC and console. They work seamlessly across Xbox, PlayStation-compatible setups, and Windows PC.

Keyboards and Mice

Most keyboards and mice we stock connect via USB or 2.4G wireless and are plug-and-play compatible with any Windows PC. Some models also support console connectivity — this is specified on each individual product page.

Headsets

Headset compatibility depends on the model. Details are listed on each product page.

If you are unsure whether a specific product is compatible with your setup, contact us on WhatsApp before ordering and we will confirm for you.

Yes. Gaming accessories sold by ProPlay come with warranty coverage in two layers.

Manufacturer Warranty

Where applicable, products include the manufacturer's own warranty. Duration varies by brand and product — some products carry up to one month of manufacturer warranty. Warranty details are listed on each individual product page.

ProPlay's Own Guarantee

Regardless of manufacturer warranty, ProPlay offers a 24 to 48 hour window from the time you receive your product. If your product arrives defective or develops a fault within this window, contact us immediately and we will arrange a full replacement or refund.

If a product develops a defect that is clearly a manufacturing fault and no manufacturer warranty applies, contact us and we will assess the situation and work to find a fair resolution.

Yes, absolutely. If there is a specific product, brand, or accessory you are looking for that you do not see on our site, contact us on WhatsApp or email us at proplay.shopp@gmail.com with the product name and details.

We regularly source new products based on customer demand. If we can get it, we will. And if we stock it as a result of your request, we will notify you as soon as it is available.

For every digital order, ProPlay sends delivery confirmation through multiple channels simultaneously — your registered WhatsApp number, your email address, and your order status page. This means it is very unlikely a delivered order was not received.

Please check the following first

- Check your WhatsApp messages including any archived chats

- Check your email inbox and spam or junk folder for a delivery notification

- Log into your order status page — your account details or activation information will be shown there

If you still cannot find it

Contact us immediately on WhatsApp with your order number, registered name, email address, and phone number. Our team will locate your order record, verify the delivery, and resend your details right away.