TOPUPlive

Comprendiamo la sua frustrazione. Consentiteci di aiutarvi a risolvere questo problema. Ci invii il numero d'ordine in modo che possiamo verificarlo per lei. Saremo attenti alla sua risposta. Distinti saluti, xiong

Hello Emon, Thank you for reaching out to TopUpLive Support. We’ve checked your order [auto68893b3a090e9] and can confirm that the refund of €20.06 has been successfully processed from our end and submitted to your card-issuing bank on July 30, 2025, as per the refund notification you received. Please note that the time it takes for the refund to reflect in your bank account typically ranges from 3 to 7 business days, and this is determined by your card issuer’s processing policies, which are outside our direct control. Banks may have varying internal procedures that can cause slight delays. We appreciate your patience while the funds are being credited to your account. If you still haven’t received the refund after 7 business days, feel free to contact us again with your bank statement (showing the relevant period), and we’ll assist further to follow up with the payment processor. Thank you for your understanding. Best regards, TopUpLive Support Team

Dear Customer, We are truly sorry for the frustration and disappointment you’ve felt—there’s no doubt it’s incredibly upsetting to see your payment go through but not receive the top-up, only to be told you need to wait for a refund. This is not the experience we want any of our customers to have, and we apologize sincerely. We completely understand your urgency—when a payment succeeds but the top-up fails, waiting for a refund can feel like an added burden. The 3-7 business day timeline for your refund is determined by the processing policies of your bank, as they handle the final step of returning funds to your account. Rest assured, we initiated the refund request immediately once we confirmed the top-up didn’t go through, and we’re monitoring its progress closely to ensure there are no delays. We take your disappointment seriously, and we’re working to improve our processes to prevent such issues—whether it’s faster detection of failed top-ups or more proactive updates on refund statuses. If you’d like to check on the refund’s progress, please feel free to reach out through our support channel with your order details, and we’ll provide a real-time update. We hope to have the chance to make this right and earn back your trust. Thank you for sharing your feedback—it pushes us to do better. Best regards, The TOPUPlive Support Team

Dear customer, we are deeply sorry for the extremely frustrating and drawn - out refund process you've been through. We fully empathize with your anger and disappointment as we have clearly failed to meet our promised timelines. We take your situation very seriously. Please send the order number of this token purchase to our after - sales email [email protected] or provide it to our online customer service. Our online customer service will respond to you within 30 minutes. Upon receiving the order number, we will immediately start a comprehensive review of your case. This review will involve looking into all the communication records, payment details, and the refund process. It should take about 30 minutes. We truly hope that you will give us one more chance to rectify this situation and restore your confidence in our service. Thank you for your patience and for bringing this to our notice.

Dear Customer, We are truly sorry to hear about the frustration you’ve experienced with your orders and our customer service—this is not the standard we aim to provide, and we want to make it right. First, regarding your refund: We completely understand how unsettling it is to wait, and we appreciate your patience. The 3-7 business day timeline for refunds is determined by the processing policies of your bank, as they handle the final step of returning funds to your account. We’ve confirmed that all 4 orders were successfully initiated for refund immediately after the "incorrect UID" issue, and we’ll follow up with your bank to ensure there are no delays. As for the "incorrect UID" problem: This typically occurs when the UID entered doesn’t match the one linked to your Once Human account (e.g., typos, missing digits, or using a character ID instead of the numerical UID). To help resolve this, could you please share your in-game UID with us via direct message? We’d be happy to verify it for you, walk you through finding the correct UID in your game settings, and even assist with placing a new order smoothly if you’d like to try again. We also want to apologize for the unhelpful responses you received—whether from the bot or our team member. This lack of clarity is unacceptable. We’re reviewing our training to ensure our team provides more detailed explanations and proactive support, and we’re refining the bot to avoid irrelevant questions. Please don’t hesitate to reach out directly through our support channel—we’re here to assist with any further questions about your refund or to help you place a successful order. Your satisfaction matters greatly to us, and we’re committed to making this right. Thank you for giving us the chance to improve. Best regards, The TOPUPlive Support Team

Hi! I'm sorry to hear this. The platform is an instant top-up. If the BigoID you enter exists, the system will automatically top up. There will be several system reminders before you top up. Never enter a BigoID that isn't yours. Best regards, TOPUPlive Support Team

The platform shows that the order status is refund successful

Dear customer, we're extremely sorry for the terrible experience you've had on our platform. We truly understand your frustration and concern regarding the refund issue. It's completely unacceptable that you haven't received the refund after almost a month, especially when the system indicated that it had already been processed. We highly value your feedback and are committed to resolving this problem promptly. Please send the order number of this top - up to our after - sales email [email protected] or provide it to our online customer service. Our online customer service will get back to you within half an hour. Once we have the order number, our dedicated team will immediately initiate a detailed investigation into your case. This investigation will take approximately 30 minutes. We will check the payment and refund records, as well as any potential system glitches that might have caused this delay. If the issue is due to a processing error on our end, we will expedite the refund process and ensure that the RM180 is transferred back to your account within 24 hours. We sincerely hope that you will give us a chance to make things right and regain your trust. Thank you for bringing this matter to our attention.

We’re truly sorry to hear your Identity V echoes haven’t arrived yet—waiting longer than the stated 5-30 minutes must be really frustrating, and we want to fix this right away. To track your order and resolve the delay quickly, could you please reach out to our live chat support (available on our website) or send your order number to [email protected]? With your order details, our team can immediately check the status and ensure your echoes are delivered promptly. Thank you for your patience—we’ll work to get this sorted as soon as possible.

We sincerely apologize for the frustrating experience you've had with your recent purchase—this is certainly not the service we want to provide, and we’d like to help resolve this for you as quickly as possible. To look into the chargeback and the in-game currency issue, could you please reach out to our live chat support (available on our website) or send your order number to [email protected]? With your order details, our team can investigate the chargeback and work to correct the in-game currency balance or arrange a resolution for your payment. We truly appreciate your patience as we address this, and we hope to make it right for you. Thank you.

Dear customer, we sincerely apologize for the abysmal experience you've endured. We fully understand your disappointment and the sense of being let down. It's inexcusable that our customer service representatives seemed inexperienced and unhelpful during your interaction, and that you've waited far longer than expected for your IDV echoes. We take your feedback very seriously. Please send the order number to our after - sales email [email protected] or provide it to our online customer service. Our online customer service is standing by to assist you and will respond within half an hour. Once we receive the order number, we'll start an immediate and comprehensive check of your order status. This will involve looking into the delivery process, communication records with you, and any potential glitches in our system. We estimate this check will take around 20 minutes. If the issue is due to a system delay, we'll prioritize the delivery of your IDV echoes and ensure you receive them as quickly as possible, within the next hour at most. If there are deeper problems, we'll work around the clock to resolve them and keep you updated every step of the way. The issue of slow delivery of Echo of Identity V has been reported to the supply chain, and the supply chain is conducting self-inspection. We are committed to making this right and regaining your trust. We understand that words alone may not be enough, but we hope you'll see our actions in resolving this issue as a sign of our dedication to providing better service.

Dear customer, Thank you for taking the time to share your feedback—we truly appreciate your honesty, as it helps us improve. We sincerely apologize for the frustration caused by the lack of clear information regarding account purchase restrictions, and for the vague response you received when seeking answers. That’s not the experience we want for any user, and we take this seriously. To clarify, account restrictions (like purchase blocks) are typically put in place as a security measure to protect your account. They may be triggered by unusual activities that our system flags—such as repeated transactions from unexpected regions, inconsistencies in payment details, or patterns that could indicate potential unauthorized access. These measures are never intended to inconvenience users, but to safeguard your funds and account security. We recognize that our communication about *why* a specific restriction applies to your account was insufficient, and we’re working to improve this. Moving forward, we’ll ensure that any such notifications include clearer, more specific reasons so you have full transparency. If you’re comfortable, please share your account details or a recent order number with our support team. This will allow us to look into your specific situation directly, explain the restrictions on your account in detail, and help resolve any issues preventing you from making purchases. Your experience matters greatly to us, and we want to make this right. Thank you again for your patience and feedback—they’re crucial to helping us get better. Best regards, TOPUPlive Support Team

Dear customer, We sincerely apologize for the unpleasant experience you’ve had. We truly understand your frustration, and we appreciate you taking the time to share your feedback. To clarify, our platform operates on a direct ID top-up system, and we’ve repeatedly reminded users to ensure they enter their own valid game ID before confirming the transaction. This is because the top-up is processed strictly based on the ID provided by the user—if the entered ID exists in the system (even if it’s not yours), the diamonds will be credited to that ID automatically. Rest assured, we never alter user-provided IDs or engage in any form of unauthorized deduction. Your funds are processed directly toward the ID you input during the transaction. We deeply regret that this issue occurred and want to assure you that we value every user. To avoid similar situations in the future, we kindly recommend double-checking your game ID before completing a top-up. If you can provide more details about your transaction (such as the order number or the ID you entered), our team will be happy to further assist in verifying the details. Please feel free to reach out to us again, and we’ll do our best to support you. Thank you for your understanding. Best regards, TOPUPlive Support Team

Dear customer, This kind of service failure is not what we stand for. We want to make things right for you. Please send the order number to our after - sales email [email protected] or provide it to our online customer service. Our online customer service will respond to you within 30 minutes.

We want to make things right for you. Please send the order number to our after - sales email [email protected] or provide it to our online customer service. Our online customer service will respond to you within 30 minutes.

Dear customer, we deeply regret the inconvenience and disappointment you've experienced. We understand how frustrating this situation must be for you. We are committed to resolving this issue promptly. Please send the order number to our after - sales email: [email protected] or share it with our online customer service. Our online customer service will get back to you within half an hour. Upon receiving the order number, we will start an immediate investigation. Our team will first double - check the order status in our system to confirm the details. This initial check should take around 15 minutes. If it's determined that there was an error on our part and the order did not go through as it should have, while the payment was successful at your bank's end, we will process a full refund for you. We aim to complete this refund within 48 hours. If there are any complications or further information needed during the process, we will keep you informed every step of the way. We truly value your business and want to ensure that you are satisfied with the resolution. Thank you for your patience as we work to fix this problem.

Dear Customer, We are truly devastated to hear about the terrible experience you’ve had, and we apologize from the bottom of our hearts for ruining your son’s birthday gift—this is the last thing we ever want to happen, and we feel absolutely terrible about letting you down. The comment about being “too old to buy” was not only inappropriate but also failed to clearly explain our intentions, which we want to clarify sincerely: **our policy aims to protect older users from potential fraud**, as elderly individuals are sometimes targeted by scammers in online transactions. We implemented this with the sole purpose of preventing unnecessary financial losses, not to discriminate or restrict anyone. However, our team clearly communicated this poorly, causing confusion and hurt, and for that, we are deeply sorry. Your son’s birthday gift matters greatly, and we want to make this right immediately. Please reach out to our online customer service team right away—they will assist you personally to complete the purchase smoothly, ensuring the gift reaches your son without further delay. If you have any order details or previous transaction info, sharing them with the team will help speed things up, but even without them, we’ll prioritize resolving this for you. We’ve also addressed the communication issue with our staff to ensure clearer, more empathetic explanations in the future. Thank you for giving us a chance to fix this—we won’t let you down again. Sincerely, The TOPUPlive Support Team

Dear Customer, We are truly sorry for the frustration caused by the delayed delivery of your diamonds, especially after you’ve already made the payment and provided information—this is completely unacceptable, and we feel terrible about the inconvenience. To resolve this immediately, we urgently need your order number. With it, our team can instantly locate your transaction records, check the payment status, and trace why the diamonds haven’t been delivered. This will help us skip unnecessary delays and get to the root of the issue quickly. Please reach out to our online customer service right away (you can find the chat option in the "Help" section of our platform). Share your order number with them, and they’ll prioritize your case in real time—coordinating with our technical team to fix the delivery issue and ensure you receive your diamonds as soon as possible. We’re committed to making this right without further delay. Thank you for your patience as we work to resolve this for you. Sincerely, The TOPUPlive Support Team

We highly value your feedback. To figure out what exactly is going on, please send the order number for this top - up. You can either email it to our after - sales email [email protected] or provide it to our online customer service. Our online customer service will reply to you within half an hour. They will first conduct a detailed check of the order status and refund records in our system. This check typically takes about 15 minutes. If it's found that the refund was due to a system error, we will immediately reverse the refund process and ensure that your top - up is successfully processed. This should be completed within 24 hours. If the refund was due to an issue with the payment method (such as an expired card or insufficient funds detected by the payment processor), we will contact you to provide alternative payment options. We will also assist you in re - attempting the top - up to ensure you can get the funds you need. This process may take up to 48 hours. We will keep you informed at every step of the way. Thank you for your patience and for bringing this matter to our notice.