Magic online is an online platform that allows players to play the trading card game Magic: The Gathering remotely. While playing online can be convenient and enjoyable, there are times when technical issues or server problems can disrupt gameplay or cause the loss of valuable cards and in-game items. In response to such issues, Magic online offers a reimbursement system to ensure that players are not unfairly penalized for problems beyond their control. This reimbursement system aims to compensate players for any losses they experience due to technical issues or server problems. To qualify for reimbursement, players must report the issue within a specific timeframe and provide sufficient evidence to support their claim. This can include screenshots, videos, or any other relevant documentation that clearly demonstrates the problem and its impact on the player's experience.
Reimbursement
It is always our goal to provide players with the best possible experience. Unfortunately, there are times when Magic Online may encounter issues or bugs. Should you encounter an issue with Magic Online, whether in a casual match, while you’re viewing your collection, or in any other part of the game, we would like to know about it.
If you were in a Magic Online tournament, we may be able to reimburse your entry to your collection after processing your report. If you were in a League, we may be able to nullify the match affected by the issue so that you can replay it, or we may be able to reimburse your entry for the League.
How to Report an Issue
To report a bug for which you do not need reimbursement, please use our feedback site. (Your login there is the same as for the game)
If you experienced a bug during an event and would like to request reimbursement, please log into our Help site, then sign in (your login there is the same as the game), then click Submit a Request.
When doing so, you will need to fill out the following fields:
- Your Magic Online Username
- Event or Match ID: Use the appropriate option –
- The Event ID (Queues/Scheduled Events); or
- The League ID (League Drafts); or
- The Match ID (League Matches)
- For casual games, we’ll need the Game ID instead
- Click here for help on finding the proper numbers. If you cannot find your event ID, enter 0.
Steps to Reproduce:
1. Cast Runeclaw Bear
2. Attack with Runeclaw Bear
3. Cast Titanic Growth on Runeclaw Bear
Actual Results: Runeclaw Bear becomes a 3/3.
Expected Results: The Runeclaw Bear becomes a 6/6.
- Approximate Time Bug Encountered: This helps us track down the exact problem you are referencing.
- Subject: A few words describing what happened, like a title for your report. Avoid using generic titles like Reimbursement or Bug Report.
- Description: Tell us as much as you know about the issue. If you can't provide a Game ID, include as much info as you can to help us find it: the name of your opponent, round number, or game number of the match.
After Submitting the Form
Reimbursement requests are normally processed within 48 hours of submission, though delays do occasionally occur – please be patient with our team. Requests are generally handled in the order received, so don’t file multiple requests for the same event.
If you experience recurring issues, we may ask you to complete a questionnaire and/or request speed tests and system reports to provide you a personalized troubleshooting experience. While sending back that information will be prerequisite for receiving reimbursement for that request, the purpose is to provide us with assistance in troubleshooting repeated issues, not deciding if a reimbursement request is granted.
For a League course that is in progress, we can choose to nullify a loss to allow you to play an extra match in that course. (Opponents do not lose victories of matches that are later nullified)
If reimbursement is approved, you’ll receive your entry option back, even if you won prizes during the event. (Exception: Premier Play events – MOCS, PTQ Finals, etc. – are handled specially)
Issues We Will Not Reimburse
- Reports with insufficient descriptions to verify their accuracy, or reports from accounts whose owner cannot be verified.
- Errors or system failures caused by your internet connection, your system hardware, or computer software configuration.
- Being suspended from Magic Online for violating MTGO's Terms of Service/EULA.
Additional Reimbursement Terms & Conditions
- You may only receive one reimbursement per event or League course.
- Decisions to provide (or not provide) reimbursement, as well as the nature of such reimbursement, are at the sole discretion of Daybreak Games.
- Daybreak Games reserves the right to decline repeat or 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 Daybreak, may result in disciplinary and/or criminal action such as termination of any or all Magic Online accounts, mtgo.com and investigation by local or national law-enforcement authorities.
For Additional information please see the Magic Online EULA.
Thank You!
We want to thank you for playing Magic Online and for the part you play in helping us make it better. We'd love to hear from you! Visit any or all of our social media channels - Forums Discord Twitter/X Facebook Instagram
Magic Online: Payments
Magic Online lets you play the Magic: The Gathering trading card game seven days a week from the comfort of your own home. Build your favorite decks and enjoy the fun of casual games or face the competition in Magic Online events held every day. Magic Online lets you play what you want, when you want.
The basic Magic Online account is free to download and includes everything you need to get started, including over 800 cards. Play as many casual games as you like using decks built with the cards that come with your account. Magic Online does not have any monthly fees, however, not all Magic Online features are available with the basic account.
To get the most out of Magic Online, you’ll need to upgrade to a full account. Upgrading costs $9.99, adds even more cards to your account, and unlocks all Magic Online account features, including Trading, Chat, the complete Magic Online Store, and more.
Events are available at all hours of the day and typically require a number Event Tickets to enter, which are available for purchase in the Magic Online Store for $1.00 each. Other entry requirements may also be necessary based on the type of event. For example, a booster draft may also require booster packs in addition to Event Tickets.
Most booster packs cost $3.99. Deck products and specialty products can vary in price but will typically range from $4.99 to $24.99. The Magic Online Store inside the game client will have the most recent prices and you can click on each product to learn more about it. Notwithstanding the foregoing, Wizards of the Coast may modify, suspend, and/or cancel an event, substitute prizes, or change the costs and/or schedule for an event without notice, at its sole discretion.
If you’re unhappy with a purchase, we’re able to refund the purchase price of most objects sold in the Magic Online store if the products meet the eligibility requirements below.
Unopened deck products, booster packs, and bundles may be returned up to 30 days from the date of purchase. To be eligible for a refund, these objects must be in the account that originally purchased them from the Magic Online store, can never have been traded, and must be unopened.
Account upgrade fees and Event Tickets are non-refundable. Items purchased more than 30 days prior to contacting Wizards of the Coast are also non-refundable.
To request the refund of a purchase that meets these requirements, please click here.
Download Magic Online and create an account to get started today!
Does MTGO Cost Money? How to Play for (Almost) Free
Before MTGA, the only digital way of playing Magic that resembled the in-person play experience was MTGO. Magic Online, like Arena, has an in-game economy. It's not a closed one, so there's a way to invest and earn money from the game.
A lot of players have claimed to be able to fund their play through event wins (“going infinite”), and the most hardcore gamers say that they can make a living by playing and succeeding in events and tournaments.
But how do you play MTGO for free? Is it even possible? Let's find out!
Table of Contents showThis can include screenshots, videos, or any other relevant documentation that clearly demonstrates the problem and its impact on the player's experience. Once a claim is submitted, it undergoes a review process by the Magic online support team. They carefully evaluate each claim and determine if it meets the criteria for reimbursement.
Is MTGO Free to Play?
Ambition's Cost (Portal Three Kingdoms) | Illustration by Junko Taguchi
The short answer is no, Magic Online is not technically free to play. When you create a new account, you start with:
- 2 copies of each standard common
- 1 copy of each standard uncommon
- 20 new player points, special new player events
But your access is minimal because you can only participate in the new player events, you can't join leagues, and your trading is disabled. To access the platform's full features you need to upgrade your new MTGO account for $5 with the Magic Online Account Upgrade Kit.
This kit contains:
- 10 new player points
- 100 Play Points
- 2 copies of each standard common
- 1 copy of each standard uncommon
From this point you can join in-game events and make trades with bots to expand your collection.
If approved, the player will receive compensation in the form of in-game currency or replacement cards. It is important to note that not all issues are eligible for reimbursement. Magic online has specific guidelines outlining what types of issues qualify and what evidence is required. Additionally, players are encouraged to familiarize themselves with the terms and conditions of the game to understand the reimbursement policy and their rights as players. In summary, Magic online offers a reimbursement system to address technical issues and server problems. Players can submit claims within a specific timeframe and provide evidence to support their claim. Approved claims will result in compensation in the form of in-game currency or replacement cards. While not all issues are eligible for reimbursement, players should be aware of the guidelines and terms and conditions regarding reimbursement..
Reviews for "The Link Between Reimbursements and Customer Satisfaction in Magic Online"
- John - 1 star - I had a terrible experience with Magic online reimbursement. I had purchased several digital cards for a significant amount of money, but when I reached out to customer service about a technical issue, they were unhelpful and dismissive. They offered no reimbursement or solution to the problem. It was a complete waste of my time and money.
- Sarah - 2 stars - I have been a Magic player for years and have enjoyed playing the game online. However, when it comes to reimbursement for technical issues or bugs in the system, Magic online reimbursement is lacking. Their customer service is slow to respond and rarely provides any real solutions. It's frustrating to spend money on digital cards and not be able to fully enjoy the game due to technical issues.
- Alex - 2 stars - I was excited to try Magic online reimbursement, as I had heard good things about it. However, I was disappointed with their services. I encountered a bug that caused me to lose progress in a game, and when I reached out to customer support, they were slow to respond and didn't offer any reimbursement for the inconvenience. It left a sour taste in my mouth and I don't think I'll be using their services again.
- Emily - 1 star - Magic online reimbursement is a complete joke. I spent a significant amount of money on digital cards, only to have the game crash multiple times and lose progress. When I reached out to customer service, they were unapologetic and did nothing to rectify the situation. It's a shame that a company with such potential for a great online gaming experience fails to deliver on customer service and reimbursement. I would not recommend using their services.
Strategies for Preventing the Need for Reimbursements in Magic Online