TOPUPlive

Dear Customer, We sincerely apologize for the deeply frustrating experience you've encountered with your recent purchase and the subsequent loss of your account. We understand your disappointment and the significant impact this has had, especially considering the valuable limited characters you've lost. This is certainly not the experience we want for our valued players, and we are truly sorry for the inconvenience and distress caused. We acknowledge that an incorrect pack ($100 instead of $60) was initially sent to you. Our system then processed a refund for the excess currency, which, unfortunately, led to the unintended consequence of your account being affected. We deeply regret that our internal process, aimed at correcting the initial error, resulted in such a severe negative outcome for you. Regarding your request for compensation, we understand that simply refunding the original $60 does not address the full scope of your loss, particularly the limited characters and the time invested in your account. While our standard policy for incorrect purchases typically involves a refund of the original transaction, we recognize that this situation is unique and has caused significant hardship beyond a monetary value. We are currently reviewing the specific circumstances of your case, including the technical issue that led to the account loss after the refund. We are committed to finding a more satisfactory resolution that acknowledges the value of your lost in-game items and your loyalty as a player. Please allow us some time to thoroughly investigate this matter with our technical team. In the meantime, could you please provide us with your game ID or any other relevant account details so we can expedite our investigation? We are dedicated to restoring your trust and making this right. Thank you for your patience and understanding as we work to resolve this for you. Sincerely, The TOPUPlive Customer Service Team

Dear Jason, Thank you for reaching out to TOPUPlive Support regarding your refund for order ID: auto68f7126254d42, dated October 21, 2025, with a total of USD $23.46. We understand your concern about not yet receiving the refunded amount in your bank account. We would like to confirm that the "Refund Successful" notification indicates that TOPUPlive has successfully processed and remitted the refund amount to your payment institution (bank/card issuer) on our end. Please note that while TOPUPlive processes refunds instantly, the actual time it takes for the funds to reflect in your bank account is determined by your bank or card issuer. Typically, this process can take 3-7 business days for your financial institution to complete and credit the amount to your account. We recommend contacting your bank directly with the refund details provided in your "Refund Successful" notification if the amount does not appear in your account after 7 business days. They will be able to provide the most accurate update on the status of the funds. Thank you for your patience and understanding. Best regards, The TOPUPlive Support Team

Dear player, We are truly sorry to read about your frustrating experience. Please believe that we value the trust of every user and would never intentionally let you down. The problem you encountered was likely an unexpected error in our system or process, and we are eager to investigate and resolve it for you immediately. Could you please send us your order details via private message or our official customer support channel? We promise to follow up right away and ensure your refund is handled properly. We are sincerely sorry for all the trouble this has caused you.

Dear player, We are truly sorry to read about your frustrating experience. Please believe that we value the trust of every user and would never intentionally let you down. The problem you encountered was likely an unexpected error in our system or process, and we are eager to investigate and resolve it for you immediately. Could you please send us your order details via private message or our official customer support channel? We promise to follow up right away and ensure your refund is handled properly. We are sincerely sorry for all the trouble this has caused you.

Dear valued customer, Thank you for reaching out and sharing your concerns. We understand that being asked for personal information, especially after your first purchase, can be unsettling, and we sincerely apologize for any alarm this may have caused. The request for Know Your Customer (KYC) documentation is a standard security measure implemented by TOPUPlive to protect both our customers and our platform from potential fraud, unauthorized transactions, and other illicit activities. In your case, certain aspects of your initial purchase behavior triggered our automated fraud detection system, which then prompted the KYC verification process. This is a crucial step to ensure the security and integrity of all transactions on our platform and to comply with financial regulations. We want to assure you that the security of your personal information is our utmost priority. All data submitted for KYC verification is handled with the highest level of confidentiality, encrypted, and stored securely in compliance with strict data protection laws and our privacy policy. We do not share your information with third parties for marketing purposes, and it is solely used for verification and fraud prevention. While we respect your decision not to provide personal information, we must emphasize that completing the KYC process is essential for us to lift the temporary block on your account and allow you to continue using our services. This measure is in place to create a safe and trustworthy environment for all our users. If you have any further questions or would like to discuss this matter in more detail, please do not hesitate to contact our customer support team. We are here to help clarify any concerns you may have. Sincerely, TOPUPlive Customer Service

The order has been successfully refunded. If you still need to recharge, please place a new order.

Dear valued customer, Thank you for your feedback. We sincerely apologize for the inconvenience and frustration you experienced with our top-up service. We understand that waiting 2-3 hours for a top-up can be frustrating, and we appreciate you bringing this to our attention. We want to clarify that the service you selected is an account login top-up . This specific service requires our team to manually log into your account to complete the top-up process securely. Due to the nature of this manual process and necessary security verifications, it inherently takes a longer time to complete compared to direct top-ups. This is why the typical processing time for this service is indeed 2-3 hours. We strive for transparency and have clearly stated this processing time on the product page description for the account login top-up service. We encourage all our customers to review the product details before making a purchase to ensure it meets their expectations. Your satisfaction is important to us, and we are continuously working to optimize our services while maintaining the highest level of security. If you have any further questions or require assistance, please do not hesitate to contact our customer support team. Sincerely, TOPUPlive Customer Service

Dear Valued Customer, We are profoundly sorry to learn about the deeply frustrating and unacceptable experience you've had with your recent order (Order No: auto68efc28e72d38) for Zenless Zone Zero. Your detailed feedback highlights several critical failures on our part, and we extend our sincerest apologies for the distress, inconvenience, and loss of trust this has caused. We understand that you have been a loyal customer for months, and it is clear we have fallen far short of the service you deserve and have come to expect. We understand the problem you are experiencing. First, the website crashed after enabling VPN, forcing you to reduce your usual security measures. This is because the technical department has set a setting to prohibit VPN type network access. In order to ensure the security of the platform, More critically, we are extremely concerned by your account of being unexpectedly asked for sensitive personal documentation. We understand your apprehension and agree that such requests must be handled with the utmost care and justification. While identity verification can sometimes be a necessary step for security and fraud prevention, the manner in which this was requested and handled in your case was clearly inappropriate and caused undue burden. We sincerely apologize for this intrusive process and for making you feel that we were overstepping our bounds. Furthermore, the unhelpful and dismissive response you received from our support staff is completely unacceptable. To be told that the process is automated and that they could do nothing, while repeatedly demanding information you were unable to provide, is a severe breach of our customer service standards. The subsequent refund issued without your consent, after you had already made efforts to comply by providing your disability ID and PayPal transaction details, is equally regrettable and demonstrates a profound lack of empathy and effective problem-solving. To clarify, your purchase was temporarily blocked **solely due to a standard KYC (Know Your Customer) verification requirement**—a measure we implement to protect both you and our platform from potential transaction risks (including those related to PayPal security). Importantly, we did NOT "take" or retain your funds: the moment we confirmed you were unable to complete the KYC process, we immediately initiated a full refund to your PayPal-linked account. Your loyalty and your £227.30 order for Zenless Zone Zero were clearly important to you, and we deeply regret losing you as a customer due to these failures. We are committed to rectifying these issues and preventing similar occurrences in the future. We want to make things right. To directly address your specific case and discuss how we can regain your trust, we urge you to contact our dedicated customer resolution team immediately. Please provide your Order No: auto68efc28e72d38 when you reach out: •Email: [email protected] •Dedicated Customer Service Hotline: (+65)91344990 (Please mention your Order ID or registered email for expedited assistance). We value your feedback immensely, as it helps us identify critical areas for improvement. We are determined to learn from this and rebuild your confidence in TOPUPlive. Sincerely, The TOPUPlive Customer Service Team

Dear Valued Customer, We are deeply sorry for the unpleasant experience you encountered with TOPUPlive Game Store, and we sincerely regret the issues you faced regarding verification code reception, customer service communication, and account management. We have carefully reviewed your feedback and extend our sincerest apologies for the frustration and unfair treatment you have endured. Your experience falls far below our standards for customer service, and we bear undeniable responsibility for this. Firstly, regarding your inability to receive the phone verification code, we understand this caused you significant inconvenience. Secondly, we are shocked and dismayed by the unprofessional and impolite behavior of our customer service representative during your second chat session, including being labeled "arrogant" and "rude," and having your session terminated and blocked without being asked for information. Such conduct severely violates our service guidelines and is absolutely unacceptable. We have immediately launched an internal investigation and will take serious action against the involved customer service personnel to ensure such incidents do not recur. Furthermore, your mention of being unable to delete your account independently, and the inability to do so due to being blocked from contacting customer service, also represents a significant oversight in our service process. We fully recognize that customers have the right to manage their own accounts and apologize for failing to provide a convenient solution. TOPUPlive is always committed to providing high-quality and respectful service to all users. Your feedback is crucial to us; it highlights serious issues within our current service and provides us with an opportunity for improvement. We assure you that we will learn profound lessons from this incident and immediately take measures to comprehensively review and optimize our customer service training, communication processes, and account management functions to ensure all customers receive the respect and efficient assistance they deserve. To resolve your current issues as quickly as possible, we kindly request you to contact us through the following channels. We will arrange a dedicated specialist to provide you with one-on-one assistance: •Email: [email protected] •Dedicated Customer Service Hotline: (+65)91344990 (Please provide your User ID or registered email to help us quickly locate your issue) We will prioritize resolving your verification code issue and assist you with the account deletion process. At the same time, we sincerely hope you can give us an opportunity to rectify our mistakes and regain your trust. Thank you again for your valuable feedback, and once more, we extend our deepest apologies for the inconvenience caused. Sincerely, The TOPUPlive Customer Service Team

Dear Valued Customer, We are truly sorry to hear about the extremely frustrating experience you've had with your order, involving multiple refunds and the distressing feeling of being scammed without receiving your money back. We understand how incredibly upsetting and unacceptable this situation is, and we sincerely apologize for the significant inconvenience and distress it has caused you. Your feedback is taken with the utmost seriousness. The issues you've described—an order being refunded multiple times, yet you feeling that you've paid for nothing and haven't received your money back—are completely contrary to the service standards we strive to uphold at TOPUPlive. We want to assure you that we do not tolerate any form of scamming, and ensuring our customers receive what they pay for, or a proper refund when issues arise, is our top priority. We are launching an immediate and thorough investigation into your specific case to understand why these multiple refunds occurred and, more critically, why you have not received your money back as expected. This is a critical failure on our part, and we are committed to rectifying it promptly. To help us resolve this for you as quickly as possible, we kindly request that you contact our dedicated support team directly with your order details. This will allow us to provide you with personalized assistance and ensure your issue is addressed with the urgency it deserves: •Email: [email protected] •Dedicated Customer Service Hotline: (+65)91344990 (Please mention your User ID or the email associated with your order so we can quickly locate your transaction details). We are committed to resolving this matter to your full satisfaction and restoring your trust in TOPUPlive. We deeply regret that your experience has led you to feel this way and are determined to make things right. Thank you for bringing this to our attention. We look forward to assisting you personally. Sincerely, The TOPUPlive Customer Service Team

Dear customer, We take your feedback very seriously and sincerely apologize for the concern and negative experience this has caused. We completely understand why you would feel alarmed when asked to provide personal documents. Please allow us to explain why this happens. 1. Why is this verification necessary? In a small number of cases, our payment security system flags a transaction as potentially high-risk. This can be due to various factors, such as a large order amount, an unusual IP address, or a mismatch between payment details and your region. To protect the cardholder (you) from potential fraud and unauthorized charges, we are required to perform a one-time manual verification to confirm that the purchase is being made by the actual owner of the card. This is a standard and necessary security practice in the digital goods industry to prevent financial crime. 2. How do we protect your information? We want to assure you that TOPUPlive has the strictest policies regarding data security: Any documents you provide are used only for the one-time verification of this specific order. They are permanently and securely deleted from our system immediately after verification is complete. They are never stored or used for any other purpose. For your security, we encourage you to cover sensitive details on your documents before sending them. For example: ID Card: Only show your name and the last 4 digits of the ID number. Credit Card: Only show the cardholder's name, the bank's name, and the last 4 digits of the card number. The entire process is handled by our dedicated security team to ensure your privacy is protected at the highest level. 3. We want to resolve this for you. We never want a customer to feel this way. If you are not comfortable proceeding with the verification, you can contact our support team at any time to cancel your order for a full refund. If you are willing to proceed, our team can guide you on how to submit the information securely. We sincerely apologize for the misunderstanding and any distress this communication failure caused. Your feedback is invaluable, and we are reviewing our process to make these security steps clearer and less alarming for our customers in the future. Thank you for bringing this to our attention. Sincerely, The TOPUPlive Support Team

Dear customer, We're very sorry to hear about the frustrating payment experience you had on our site. We completely understand your confusion when you were asked for credit card info despite having a balance in your account. We want to explain what happened. The Google Pay option on our website is set up to process payments through credit and debit cards saved in your Google account. The money you mentioned, if it's from a Google Play gift card, is considered your "Google Play Balance," which can generally only be used for purchases directly on the Google Play Store. This is why our system redirected you to add a card instead of using your balance. We realize this was not clear, and we truly apologize for the misunderstanding it caused. We appreciate you bringing this to our attention and will work on making our payment descriptions clearer. We hope this explanation helps. If you have any other questions, please don't hesitate to ask. Best regards, The TOPUPlive Support Team

To help us fully investigate your case and resolve this issue as quickly as possible, could you please share a few key details? This includes your order number, the registered email address linked to your TOPUPlive account, or any reference number related to your original refund request. With this information, our team can directly review your refund application against our official policy, identify where the process may have fallen short, and take immediate action to correct it.

To help us fully investigate your case and resolve this issue as quickly as possible, could you please share a few key details? This includes your order number, the registered email address linked to your TOPUPlive account, or any reference number related to your original refund request. With this information, our team can directly review your refund application against our official policy, identify where the process may have fallen short, and take immediate action to correct it.