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Wizards of the Coast strives to provide a fun and stable Magic Online game environment for all players; however, technical issues can occasionally disrupt the game service. While we cannot prevent every possible issue, the Magic Online Game Support Team strives to help players who experience technical problems in Magic Online as quickly and efficiently as possible. If you experience a technical issue while you're playing in a Magic Online event (e.g., disruption in game play and/or an event), you may request reimbursement through Game Support by completing and submitting the Magic Online Reimbursement Form located here.

Qualified Reimbursement Requests:
To qualify for reimbursement, you must have been actively engaged in a Magic Online event that required one or more entry options to participate (e.g. tickets, booster packs, or a combination of both tickets and boosters) and that event was then interrupted prior to completion by service interruptions or system issues within the control of Wizards.

Issues which are NOT considered valid for reimbursement include, but are not limited to, the following:

• Connectivity issues caused by your Internet Service Provider or power outage.
• Errors or system failures caused by your computer hardware or software configuration.
• Being banned from Magic Online for violating the Wizards of the Coast Code of Conduct.
• Electing to drop early from an event or timing out due to being away from your computer.

Reimbursement Methods:
The primary method of Magic Online reimbursement will be in the form of digital objects distributed directly to your account.  In rare cases, you may instead receive a reimbursement code (a coupon code that will be valid for a certain period of time) that may be used in the Magic Online store to purchase replacement digital objects.  In all cases, reimbursement is at the sole discretion of Wizards of the Coast and based on several factors such as the following:

• When the reimbursement is digital objects, the reimbursement will match the event entry option less any prizes won in the event.
• When the reimbursement is a Magic Online reimbursement code, the value will be equivalent to  the Magic Online store value of the entry option less the Magic Online store value of any prizes won in the event. Any applicable state or local taxes are then added to the value of the Magic Online coupon.
• For any reimbursement request, if the Magic Online store value of any prizes won during the event is equal to or greater than the entry option, no additional reimbursement will be provided.

Applying for Reimbursement:
To apply for reimbursement for an issue involving a Magic Online event, please do the following:

• Fill out and submit the Magic Online Reimbursement Form located here. Reimbursement will NOT be approved unless:
• • You are able to verify account ownership. Go here for help on recovering account information or contact Game Support at 1-800-324-6496 between the hours of 7 AM – 7 PM Pacific.
  • You provide the correct Event ID of the game(s) you were in when you experienced an issue. If the issue was something specific to a game, make sure you also include the Game ID.
• For help locating your Event ID go here.
• For help locating your Game ID go here.

• Completely describe the issue that has created the reimbursement request.
• •  Please be as detailed as possible. The more descriptive you are with your request, the better we can evaluate your reimbursement eligibility. 
  • Incomplete submission may be denied reimbursement.
  • When requesting reimbursement that involves a Magic Online bug, especially with cards, please provide step-by-step how to re-create it.
  • • For more information regarding Magic Online bugs and bug reporting, please go here.

Additional Terms & Conditions

• Decisions to provide (or not provide) reimbursement, as well as the nature of such reimbursement, are at the sole discretion of Wizards of the Coast.
• Wizards of the Coast will not compensate players based on potential prizes they could have won, but will only provide reimbursement for the entry costs.
• You may only receive reimbursement once per event.
• Wizards of the Coast reserves the right to deny repeated, invalid reimbursement requests made by those who we feel are operating with poor Internet connections or hardware.
• Any attempts to defraud, manipulate, or otherwise “game” the reimbursement process, as solely determined by Wizards, may result in disciplinary and/or criminal action such as termination of any or all your Wizards accounts include Magic Online, Wizards.com and/or Planeswalker Points and investigation by local or national law enforcement authorities.