TOPUPlive

Dear valued user, We sincerely apologize for the frustrating experience you've encountered with our app. We take your feedback very seriously and would like to resolve this issue promptly. Could you please help us reproduce the problem by providing more details: Were you using the mobile app or the web version when this occurred? Does this issue happen consistently every time you attempt to make a purchase? Alternatively, you could send us the order number so we can trace its origin. This information will greatly assist our technical team in identifying and fixing the problem. We appreciate your patience and willingness to help us improve our service. Best regards, The TOPUPlive Support Team

Dear customer, We're truly sorry to hear about your negative experience and the frustration this has caused you. We take such feedback very seriously and would like to look into this matter immediately to resolve it for you. To assist you properly and check the exact status of your order (including what went wrong with the delivery and the payment), could you please provide us with your TOPUPlive Order Number? (You can find it in your order confirmation email or in your TOPUPlive account under “My Orders”.) Once we have the order number, our team will: Review the entire transaction and delivery attempt Check the payment/refund status directly with our payment processor Provide you with a clear explanation and the fastest possible solution (whether that’s re-delivering your item or processing a full refund) We understand this has been inconvenient, and we want to make it right. Please reply with your order number and we’ll prioritize your case. Thank you for your patience, and we’re here to help. Best regards, TOPUPlive Customer Support Team

Dear Mr Aaina, Thank you for your message and we are really sorry for what happened. You’re absolutely right to be upset: you paid twice, the diamonds never arrived, and the refund hasn’t reached your Visa card either. That’s completely unacceptable and we take full responsibility. We want to solve everything right now, today, without making you wait any longer. To credit the missing diamonds and process the full refund immediately, we only need these 3 quick pieces of information (nothing more): Your Bigo Live User ID (the numeric ID, not the nickname) The last 4 digits of the Visa card you used OR the Transaction ID / Order number (you can find it in the payment confirmation email) The two Order IDs of the purchases that failed (you can see them in “My Orders” on our website or in the email receipt) As soon as you send us these 3 details (just reply to this email or write to us on WhatsApp), we will: Add the missing diamonds to your Bigo Live account within minutes Issue a full refund for both purchases directly to your original Visa card (you’ll see it in 1–5 business days, depending on your bank) We promise: no endless forms, no impossible screenshots, no more waiting. Just a fast fix. We truly value you as a customer and want to turn this bad experience into a good one. Most of our users receive their diamonds in under 5 minutes – your case was an exception and we’re fixing it personally. Thank you for giving us the chance to make it right. We’re waiting for your quick reply so we can solve everything today. Best regards Marco Rossi Italian & English Customer Support Manager TOPUPLive Official Store [email protected]

Dear AMAZING COLLZ, I'm writing to you personally after reading your review, and I want to sincerely apologize for the terrible first impression we made. It's completely understandable why you're frustrated, and I'm sorry we let you down. It's definitely not the experience we want for any of our customers, especially new ones. To have your order get stuck after you've already provided the card numbers is unacceptable, and to feel like you're talking to a bot is even worse. I want to personally look into this and fix it. Could you share your order number? I will investigate what happened and ensure your order is processed or refunded right away, whichever you prefer. We are also using your feedback to retrain our support team. Thank you for highlighting this issue; it will help us improve. We hope you'll give us a chance to show you the real TOPUPlive experience. Best regards, Customer Experience Specialist TOPUPlive