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GENERAL INFORMATION
 
PLATINUM ACCOUNT/RENTAL
 
GOLD ACCOUNT/STORE
 
SILVER ACCOUNT
 
 
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. Only available in Canada.
Gold: This account type is Free and allows you to buy items in the store, get access to all our multimedia content and more. Only available in the USA and Canada.
Silver: This account type is also Free. It can be used to access content and participate in the Game Access Community. Only a valid email address is required. Available anywhere.
  Get more information about account types here.
 
PLATINUM ACCOUNT
- 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 4 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 pricing 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.
 
- When and how do I get my game rentals?
The first step is to build your Game Queue (more details below), which is the list of games you wish to rent. We require a minimum of 10 released games to ensure a continuous service. If fewer than 10 games interest you, please consider adding the Reserve a Game feature, more details are available here. All games are shipped by mail via Canada Post and shipping times depend on your geographical location. Since we are located in Montreal, Quebec, we estimate shipping times to be 1-5 business days for major metropolitan areas in Canada. If you are outside a major metropolitan area, it is difficult to estimate shipping times because they depend on the speed of your local mail service.
 
- How does the Game Queue system work?
Start by selecting a minimum of 10 released games to start with. We ship games starting from the top of your list, depending on the availability of each release. For example, if the #1 game in your list cannot be shipped, we move to the second one and so on. Our system also allows you to reserve specific games. Learn more about the Reserve a Game feature here.
 
 
- What is the game availability indicator?
The availability bar shows you the odds of getting a game. The longer the blue bar, the best chance you have of getting this game. Please keep in mind that this is only an indicator and that it's possible to receive a game that has a lower availability.
 
- What is the Fast Return feature and how does it work?
Cut down turn around times by half with Fast Return. Only $3.99 per month!
 
How it works:
 
1. Click on the Fast Return link besides the game you are sending back;
2. A confirmation page will be displayed to make sure you have selected the correct game;
3. Once this is done, another game will be automatically sent to you within 1 business day!
4. Once we get the game that was sent back using Fast Return, the feature can be used on another game.
 
 
For this example we will assume a delivery is done in 3 business days. Please note that delivery times usually vary from 1-5 business days depending on your location.
 
 
 
 
 
- What is the Reserve a Game feature and how does it work?
Game Access offers you the possibility to reserve specific games for only $2.99/month!
 
How it works:
 
1. Select the game you wish to reserve in your queue by selecting 'Yes' under the 'Reserved' column;
2. Once the reservation is made, you can view the position at which you are now below the Game Queue;
3. Send back a game you have in your possession if you haven’t already done so;
4. When we receive a game from you, the next available copy of the game you reserved is yours!
 
Important details:
 
- Game reservations are subject to the game availability and may result in a short waiting period;
-
If you reserve an unreleased game, a rental spot will still be held immediately. We suggest you reserve upcoming games 1-2 weeks maximum before the release date;
- You may reserve a maximum of one game at a time;
- You can modify your game reservation at any time.
 
- How long can I keep the games?
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!
 
- I have games in my queue, why am I not receiving anything?
Simply sign in and visit the My Account section as well as the Game Queue section. A warning will be displayed, explaining why no games are being sent and let you know if you need to do anything. Please note that if you have a game on reservation, we will hold a rental spot until we have the specific game you wish to rent.
 
- Do you rent consoles and accessories?
Our event division, Pole Productions, can rent HDTV, consoles, accessories and games for corporate events. We can also provide staff and all the necessary expertise. Visit PoleProductions.ca for more details.
 
- 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).

 
GOLD ACCOUNT
- 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!
 
SILVER ACCOUNT
- Are Silver accounts free?

Yes. All you need is a valid email address. Silver accounts allow you to view all the content on Game Access and be active in the Community by writing reviews, uploading screenshots and much more.

 
- Are Silver accounts available anywhere?

Yes. Silver accounts are available anywhere in the world, whatever your country.

 
- Why do I need a valid email address?

When you open a Silver account, you will be asked for an email address and a password. To validate that email address and confirm it belongs to you, all you have to do is click the link in the email that you will receive.

 
 
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