TOPUPlive

Dear Customer, Thank you for taking the time to share your feedback, and we are sorry to hear that your credits have not appeared in the game. We have checked both of your orders. Our system records show that both were processed and delivered successfully. When a top-up is marked as delivered but does not appear in-game, the most common cause is an incorrect Player ID or in-game username entered at checkout. In that case, the credits are delivered to the ID that was submitted, which may belong to a different account. This is also why our side shows the order as complete. We would like to look into your case in detail. Please contact us at [email protected] with your Order ID(s) and a screenshot of your in-game profile showing your current Player ID and nickname. Once we receive these, we will verify where the credits were delivered and advise you on the available options, including re-delivery or refund where applicable. We understand how frustrating this is, and we will do our best to get it resolved for you. 🙏 Best regards, TOPUPlive Customer Support Team

Dear Customer, Thank you for your feedback. We understand that having a payment held up is frustrating, and we would like to clarify what actually happened. We apply risk-based verification, which is standard practice across regulated payment providers. A first, low-value order often passes automated checks, while a second transaction, or a change in payment pattern, can raise the risk score and trigger an additional identity check. When that verification is incomplete, the payment is not captured by us; the funds are held by the payment channel and returned to your original payment method. We do not profit from a failed order, and we cannot release or redirect those funds without confirming who the rightful account holder is. That identity check is a legal requirement under anti-money-laundering rules that our payment partners are bound by, not a condition we invented. On the specific point about the timing of the ID request: verifying identity at checkout on the very first order would require every customer to submit documents before they can buy anything, which is why most providers verify on risk signals instead. In hindsight, that creates a poor experience when it lands on the second order. That is a fair criticism, and we have passed it to our payments team. If your order is still unresolved, please email [email protected] with your Order ID and the email used at checkout. We will review the case and confirm the refund status for you. Best regards, TOPUPlive Customer Support Team

Hello Nathaniel, Thank you for reaching out, and we sincerely apologize for the frustration regarding your recent top-up and account status. We take such matters very seriously. To help us investigate this issue, locate your transaction using reference number auto6ac9172aaa195, and review your account status, could you please contact our official support team directly via live chat on our website or email us at [email protected]? We are committed to resolving this and ensuring your funds are properly accounted for. Best regards, TOPUPlive Support Team

Hello Justin, We sincerely apologize for the unacceptable delay and the frustrating experience you have had over the past two weeks. Waiting this long is certainly not the level of service we aim to provide. Our team is actively checking your order status (Reference: auto6ac093413450a). Please contact us directly at [email protected] with your order details so we can either expedite your delivery immediately or process a swift refund as per your preference. Thank you for your patience and understanding. Best regards, TOPUPlive Support Team

Hello Khalid, We are very sorry to hear about your frustration regarding your account status and balance. We take claims of this nature extremely seriously. To help us look into this immediately and ensure your balance is correctly accounted for, could you please provide your account email or transaction details by contacting our official support team at [email protected]? We are committed to reviewing your case thoroughly and resolving this for you. Best regards, TOPUPlive Support Team

Dear Aliagian Afghan, Thank you so much for the 5-star review! We are delighted to hear about your positive experience with TOPUPlive. Your support means a lot to us, and we look forward to serving you again soon! Best regards, TOPUPlive Customer Support Team

Dear Noah, Thank you for sharing your feedback, and we sincerely apologize for the frustration caused. As a secure digital goods platform, we occasionally conduct verification checks to protect our customers against unauthorized transactions and fraud. We respect your privacy and strictly adhere to data protection policies—we never collect or misuse your personal information for any other purpose. We are sorry that your order could not be completed smoothly this time and that a refund was issued. If you have any further questions regarding your transaction, please feel free to reach out to our support team directly. We are committed to improving our service. Best regards, TOPUPlive Customer Support Team

Dear Baya, We are truly sorry to hear about your experience and understand your concern regarding your order and refund. Please note that TOPUPlive will never ask for your account password for standard game top-ups—only public account details like your Game ID or User ID are required. Regarding your refund: once processed on our end, banks or payment providers typically take 3 to 7 business days to reflect the funds in your account. To help us verify your refund status immediately, could you please contact us via live chat or email us at support with your Order ID/Reference number (auto6a8c7a5682869)? We will do our utmost to resolve this issue and make sure you receive your funds properly. Best regards, TOPUPlive Customer Support Team

Hello, and thank you for taking the time to share this — we're genuinely sorry for the experience. You're right to expect a clear answer at every step, and we fell short. Being asked for ID, card details and a selfie, only to have the order declined with no explanation of what to do next, is frustrating and shouldn't happen. Our verification process exists to protect customers and accounts, but that's no excuse for leaving you without guidance when a check doesn't pass. That part is on us. On the refund: we initiate it on our side right away, but the settlement time — up to 7 business days — is set by the payment networks and your bank, so it isn't something we can speed up. We understand that doesn't make the wait any less annoying, especially after you'd already gone through verification. We'd like to review your case specifically: what caused the decline, and the exact status of your refund. Please email [email protected] with your order number or UID and we'll follow up directly. Your feedback is fair, and it helps us fix the gaps. 🙏

Thank you so much for the kind words — we're really glad the recharge went smoothly for you! 🙌 On the gold brick item: our goal is to confirm availability before you pay, not after. Item support can vary by game, region and server, so if there's something specific you want, just message us first at [email protected] or via live chat and we'll check it against your account. We'd rather tell you upfront than have you pick an item you can't actually receive. Thanks again for trusting us — see you on the next top-up! 💙

Thank you so much for your feedback! We’re thrilled to hear that our support team was able to assist you with entering your details and that everything worked out smoothly. Enjoy your game!

Dear Daniel, Thank you for bringing this issue to our attention, and we apologize for the frustration it caused. Please note that for Gmail and many other email providers, dots/periods in the email address are ignored by the provider. You can enter your email address without any dots (e.g., [email protected] instead of [email protected]) when signing up or logging in, and you will still successfully receive the verification code emails in your inbox. We are actively working to improve our email validation system to accommodate addresses with dots seamlessly. Thank you for your feedback and patience!

Dear Riaan, We sincerely apologize for the inconvenience and frustration caused. We take your feedback very seriously and would like to help resolve this issue immediately. Please reach out to us with your order details so our team can investigate the top-up status and ensure your account is properly credited or refunded.

Thank you for your 5-star review! We appreciate your patience during the pending payment verification process. If you need any further assistance, feel free to contact our support team. Enjoy your purchase!

Dear Sadistical, Thank you for sharing your feedback with us. We sincerely apologize for the inconvenience and frustration caused by the identity verification process. To protect our customers and prevent fraudulent transactions, automated security checks (including government-issued ID and liveness verification) may occasionally be triggered for certain orders. We completely respect your privacy preferences and are glad our team was able to process your full refund promptly upon request. Your point regarding clearer upfront notice about potential KYC requirements prior to payment is extremely valuable. We are currently reviewing our checkout flow to ensure payment expectations and security verification details are made more explicit before any transaction is completed. Thank you again for your candid feedback and understanding.

Thank you for your review and feedback! We are glad to hear the process was fast and successful. We understand your security concerns and are constantly working with our providers to optimize our top-up methods so we can support simple UID top-ups whenever possible. Thank you for choosing us!

Dear Asadullah, Thank you so much for your fantastic 5-star review! We are thrilled to hear that you had a smooth, fast, and pleasant top-up experience with us. Providing friendly, reliable, and professional service is always our top priority. We truly appreciate your recommendation and look forward to serving you again soon!

Dear Julie, Thank you for sharing your feedback, and we sincerely apologize for any inconvenience caused. To ensure transaction safety and protect our customers against payment fraud, our automated risk control system occasionally flags transactions for standard security verification. Please rest assured that any verification materials requested are handled with strict confidentiality. We completely understand your concerns regarding privacy. If you do not wish to complete the security verification, please contact our support team with your reference number (auto6a78d50066999), and we will be happy to assist you with canceling the order and issuing a full refund. Thank you for your understanding and patience.

Dear Dietrich, Thank you so much for the 5-star review and positive feedback! We are thrilled to hear that you enjoyed our fast service. We look forward to serving you again soon!