Help/FAQ
GENERAL INFORMATION
What type of services do you offer?
Game Access is an online store and Canada’s largest online video game rental service. Depending on your location, Game Access offers different types of services. Check out the available account types below.
What account types are available on Game Access?
Platinum: This is the all access package. For a low monthly fee, you can rent unlimited games, buy items in the store and get access to all the content Game Access has to offer.

Gold: This account type is Free and allows you to buy items in the store. Available in Canada and the USA.

How much does a Platinum account cost?
The monthly fee depends on the amount of games you want to hold at a time. We offer plans from 1 to 2 games out at a time. 1 game out at a time means you can have a maximum of one game rental in your possession at a time, but you may exchange it as often as you like during the month at no extra charge. Please note that we offer a 10 day free trial for the Platinum account. More details are available here.
Are there any shipping fees to rent games?
Shipping is free. All rentals will also come with a pre-paid return envelope for each game. Please put each game in its individual envelope.
What is the Game Queue and how does it work?
More information about the Game Queue and general game sending and return features can be found in the How to Use your Game Queue page here.
How long can I keep each game?
You can keep a game an hour, a week, a year, it’s up to you! As long as you’re a paying member, there are no due dates or late fees.
How do I send back a game?
Every game comes with its own pre-paid envelope and protective CD sleeve. Simply put the return envelope in a Canada Post mailbox or drop it at any post office once you’re done. Mailing instructions are also shown directly on the game CD sleeve.
What if I am missing a CD sleeve or a return envelope?
Please contact us here so we can send a replacement. It is important not to send back games without the CD sleeve, in another envelope than the Game Access envelope or put multiple games in the same envelope. If we receive a broken game, it can be charged to your account.
What if a game is damaged during transit or unplayable?
Since all games are inspected daily, games leaving our company are usually in perfect condition. However, it can happen that a game is damaged during transit and becomes unplayable. If you are an active Platinum member, we will generally assume the cost of a broken game. Please let us know if you receive a damaged or unplayable game so we can take note of it and send you a replacement in a timely manner.
What is the My Account section?
Everything you need to know about your membership can be found in the My Account section after you sign in. There you can also create or view your Gamer Profile, change your address information, view store orders and much more!
Do you rent consoles and accessories?
Pole Productions rents HDTVs, consoles, accessories and games for corporate events. They can also provide staff and all the necessary expertise. Visit PoleProductions.ca for more information.
How can I cancel my Platinum account?
You may downgrade to a Free Gold account at any time by calling us at 1-888-880-0443, Monday to Friday, between 9am and 5pm, Eastern Time. Please make sure you contact us at least 72h before your renewal date on a business day. Before doing so, please consider downgrading your rental package, you will keep increasing your reward level and save on all your next purchases. Downgrading to Gold will clear your reward level since it is based on how long you've had a continuous Platinum account with us.

Important: Upon cancelling, you will have 10 days to get your remaining game(s) back to us. Failure to do so will result in an additional monthly charge until all games have been returned. When terminating a Platinum account, we also highly suggest you send back your last game(s) using Canada Post Xpresspost. For a low fee, the game(s) will be insured for damages or loss up to $100. Please also keep your receipt since it will contain proof as well as your tracking number. If you cannot provide proof that you sent your package via a traceable shipping method, you will be fully liable for the cost of any lost or damaged game(s).

Are Gold accounts free?
Yes. Gold accounts are absolutely free. Gold accounts allow you to buy games and accessories as well as enjoy most of what Game Access has to offer.
Are there any country restrictions for Gold accounts?
At this moment, Gold accounts are restricted to the USA and Canada.
How can I change or upgrade my account?
You can do so by visiting the My Account section after you sign in.
Where can I track orders that I've made and see their status?
Simply sign in and visit the My Account section, there you’ll be able to browse all your store orders and check their status.
Is there a way to get additional discounts on my orders?
Even if our prices are incredibly low, there is still a way to save even more. If you become a Platinum member and open a rental account, you can profit from the Rent to Buy feature!