TOPUPlive

Latest Update: Customer service has reported that a refund has been initiated and is pending bank processing. Historical Information： Dear Valued Customer, Thank you for choosing TOPUPlive and for taking the time to share your experience with us. We are sincerely sorry for the recurring refund issue you encountered with your Lunite purchase for Wuthering Waves, and for the distress and potential risk to your game account this has caused. We have carefully reviewed the situation you described. The experience of having your Lunite repeatedly refunded after it was delivered is completely unacceptable. We deeply understand your frustration and anger, especially after we had promised you that the issue would not happen again. This repeated failure has broken your trust in us and exposed serious shortcomings in our service process. For this, we are extremely sorry. We have escalated your case to the highest priority and immediately assembled a dedicated team to investigate. Our initial assessment suggests that this issue may stem from a rare communication anomaly between our payment gateway and the game's server interface, which triggered erroneous refund commands. This was absolutely not our intention, nor is it any form of fraudulent activity. We are a legitimate top-up service provider, and the security of every user's transaction and in-game assets is the cornerstone of our business. To permanently resolve your issue and ensure it never happens again, we will take the following actions: Root Cause Investigation: Our technical team is in urgent communication with the payment provider and the game developer to trace the root cause of the abnormal refunds and ensure this technical vulnerability is permanently fixed. Dedicated Support Manager: We will assign a dedicated support manager to your case. They will provide one-on-one follow-up until the issue is fully resolved. You will not need to repeat your story; they will proactively keep you updated on our progress. Securing Your Game Account: We understand your concern about your account's safety. We will prepare all necessary transaction records and communication logs. Should your game account face any negative consequences as a result of this, we will fully assist you in communicating with the game's official support team to clarify the situation and ensure your account is restored to its normal state. Once again, we apologize for our service failure. Although we did not live up to our previous promise, we sincerely ask you to give us one more chance to correct our mistakes and properly handle this matter for you with concrete actions. Your dedicated support manager will contact you shortly through the channel you previously used to reach us. If you have any urgent questions, please do not hesitate to reply. Thank you again for your patience and understanding. Sincerely, The TOPUPlive Customer Service 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.

Dear Valued Customer, We sincerely apologize for the frustration, anxiety, and sense of distrust this experience has caused you—this is absolutely not the service we want any of our customers to go through, and we take your concerns very seriously. 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. The delay in the refund appearing in your account is unfortunately outside our direct control. As stated in our earlier communication, most banks and payment processors (including PayPal) require 3–7 business days to process refund transactions and reflect them in the customer’s account—this is a standard industry timeline for security and reconciliation purposes. We have also received the email you sent regarding this issue and have prioritized it for review. Our team will reach out to you with a detailed update within 24 hours to confirm the refund status and address any additional questions you may have. Rest assured, we are committed to ensuring your refund is processed smoothly, and we will proactively follow up with the payment processor if needed to expedite the process. We deeply regret that this incident made you feel "scammed"—this is the opposite of our intent, and we hope to have the opportunity to resolve this fully and regain your trust. Please feel free to contact us directly via [your support channel] if you need further assistance in the meantime. Best regards, 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.

Dear Customer, We sincerely apologize for the frustration and disappointment you’ve experienced—this is **absolutely not the standard** we hold for our refund process, and we take your feedback about our policy adherence very seriously. 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. Once we receive your details, we will prioritize your case (typically responding within 24-48 business hours) and ensure our refund policy is applied fairly and accurately to your request. We understand trust is hard-earned, and we deeply regret that this experience has shaken yours. Again, we are truly sorry for the inconvenience. We hope to have the chance to make this right for you and restore your confidence in TOPUPlive. Please feel free to reply to this message or reach out via our in-app support channel with the requested information. Best regards, TOPUPlive Customer Service Team

à jour: Cher utilisateur, Nous sommes profondément désolés de vous avoir causé une expérience de shopping désagréable ! Nous avons bien reçu votre retour concernant l'échec de votre achat, et nous sommes sincèrement contrits de cette situation. Nous attachons une grande importance aux problèmes que vous avez rencontrés. Après une vérification interne, nous souhaitons vous expliquer la situation en détail et nous engageons à optimiser notre processus de service avec diligence. I. Explication concernant l'échec de l'achat Les problèmes d'échec d'achat que vous avez rencontrés résultent principalement de deux raisons : Retard dans la synchronisation des informations de stock en amont de la chaîne d'approvisionnement : Pour le produit que vous avez sélectionné, le fournisseur en amont de la chaîne d'approvisionnement n'a pas informé la plateforme TOPUPlive en temps voulu de l'absence de stock, empêchant ainsi le système de bloquer à l'avance les commandes invalides, ce qui a finalement conduit à l'incapacité de honorer la commande après le passage de celle-ci. Manque d'uniformité dans les messages d'erreur : En raison de l'irrégularité de l'interface du système de la chaîne d'approvisionnement en amont, les résultats d'erreur retournés lors de chaque échec d'achat (tels que "stock insuffisant", "timeout du système", "erreur de paramètre", etc.) sont différents. Cela non seulement a causé des perturbations à vos opérations, mais a également augmenté la difficulté pour nous de dépanner en temps réel. Nous nous excusons vivement pour cela. Nous vous remercions une fois de plus pour votre retour - c'est grâce à la surveillance des utilisateurs que nous pouvons continuer à identifier et à résoudre les problèmes, ainsi qu'à optimiser nos services. TOPUPlive s'efforce constamment de vous offrir une expérience de shopping plus stable et transparente, et espère pouvoir reconquérir votre confiance à l'avenir. Nous vous souhaitons une agréable journée ! L'équipe service client de TOPUPlive 25 août 2025 original: Le retour de la chaîne d'approvisionnement a échoué et le système est en cours d'auto-vérification. Nous vous prions de nous excuser pour la gêne occasionnée.

Dear customer, Thank you so much for your nearly 5-star rating and for sharing your experience with us—we truly appreciate your recognition of the overall service! We sincerely apologize for the abrupt log-out during your last purchase, which must have disrupted your gaming experience. We want to confirm that our team is closely monitoring the situation as mentioned, and we’re taking extra steps to ensure such accidental issues (related to log clearing) don’t recur. Please rest assured this is being treated as a priority, and we’ll do our best to make sure it remains an isolated case. If you notice any further issues within the next two days or need updates, feel free to reach out to us anytime—we’re here to help. Thank you again for your understanding and patience. We hope to continue providing you with a seamless experience moving forward!

Dear User, we sincerely apologize for the unpleasant experience you've encountered! We understand that your payment was flagged, resulting in the reload not being credited to your account, and we deeply regret the inconvenience this has caused to your usage. To assist you quickly with the inquiry and resolution, could you please provide your order number? We will immediately verify and process the refund for you. Please rest assured that we will do our utmost to resolve this issue for you. Thank you for your understanding and cooperation.

Hello, Thank you for contacting the TOPUPlive Customer Support team and for providing your ticket ID: auto689b80d01c5b9. We understand your urgency in wanting to receive your refund as soon as possible. After checking our system, we can confirm that your refund has already been processed and issued by the TOPUPlive platform. We would like to clarify that once we initiate a refund from our end, the subsequent processing time depends entirely on your bank. Typically, it can take up to 7 business days for the bank to complete the transaction and credit the funds to your account. This timeline is determined by the bank's internal procedures and is not something TOPUPlive has control over. We note that you have been waiting for almost 3 days, which is still within the normal processing window for banks. We kindly ask for your patience for a few more days and recommend keeping an eye on your bank statement. We assure you the refund is on its way. We sincerely apologize for any inconvenience this may have caused. We look forward to you visiting our site again to purchase the product you need once your refund is complete. If you still have not received your refund after 7 business days, please do not hesitate to contact us again. We will then assist you in following up with the bank. Thank you for your understanding and patience. Best regards, The TOPUPlive Customer Support Team

Top-up Account: 15341613507256947119 Order ID: ps6895c01b8d4c0598304413 Product ID: 11292245 () Product Name: Honor of Kings Top-Up 4000 Tokens Quantity Shipped: 1 Shipping Status: Successful Order shipped Sincerely, The TOPUPlive Customer Service Team

UPDATE: Top-up Account: 15341613507256947119 Order ID: ps6895c01b8d4c0598304413 Product ID: 11292245 () Product Name: Honor of Kings Top-Up 4000 Tokens Quantity Shipped: 1 Shipping Status: Successful Order shipped Dear Valued Customer, First, check that your game ID and region are entered correctly. Because the platform provides a direct top-up service, as long as the game ID exists, the top-up will be automatically successful. The platform provides multiple reminders, so be sure not to enter the wrong game ID. Secondly, To allow us to investigate this matter fully and provide a swift resolution, we urgently request you to send an email to [email protected] with your order number and all supporting evidence. Please include: 1.Your TOPUPlive Account ID/Username: 2.The exact Order Number or Transaction ID: 3.Date and Time of the transaction: 4.The exact amount deducted (RM100+): 5.Screenshots of your bank statement showing the deduction (please blur out sensitive personal information like account numbers): 6.Screenshots or video evidence showing the absence of tokens in your gaming account: 7.Any previous communication records with our customer service (if available): Our dedicated team at [email protected] will prioritize your case and work diligently to trace your transaction, verify the token delivery status, and resolve the refund or token delivery as quickly as possible. We understand the urgency, especially given your concerns about your bank card. We deeply regret that your experience has led you to warn others against using our service. We are committed to regaining your trust and proving that TOPUPlive is a reliable platform. Please allow us the opportunity to rectify this situation. Thank you for bringing this critical issue to our attention. We await your email and promise to handle your case with the highest priority. Sincerely, The TOPUPlive Customer Service Team

Dear Customer, We have completed our investigation regarding your order and the subsequent review you posted. According to the bank's official response, your order has been successfully refunded to your designated account on July 13, 2025. The refund was processed in accordance with standard banking procedures and should be reflected in your account statement. We also sent you a screenshot of the bank refund through online customer service. However, after thorough review of your case and the nature of your public review, we have determined that your actions constitute malicious behavior against our platform. Your review contained false claims despite the successful refund processing, which has caused unwarranted damage to our business reputation. We maintain a zero-tolerance policy toward users who engage in malicious activities or provide false information that damages our business integrity. Regards, TOPUPlive Customer Service Team

UPDATE: Please refer to the instructions previously provided to complete the KYC verification. If you need any assistance with the process, please don't hesitate to contact our support team. Thank you for your understanding. UPDATE: Dear User, Our system security monitoring has flagged recent activity associated with your account as potentially high-risk. As a result, our automated risk control protocols were triggered, leading to the interception of your recent order(s). To resolve this and ensure the security of your account, we require you to complete a standard Know Your Customer (KYC) verification process. However, since we have not yet received your cooperation in completing the required KYC verification, we have had to take the following actions: 1.Order Processing Suspended: Your ability to place new orders has been temporarily suspended. 2.Pending Orders Canceled & Refunded: Any existing orders that had not yet been shipped have been automatically canceled. A refund for these orders will be processed back to your original payment method. 3.Account Restriction: The functionality to place new orders has been disabled on your account. Next Steps / How to Regain Access: Your ability to place new orders will be reactivated immediately once you successfully complete the required KYC verification process. We encourage you to complete this verification at your earliest convenience to resume using our service without interruption. We understand this may cause an inconvenience, but these measures are essential routine security precautions designed to protect all users and our platform. We appreciate your understanding and cooperation in helping us maintain a secure environment. Please refer to the instructions previously provided to complete the KYC verification. If you need any assistance with the process, please don't hesitate to contact our support team. Thank you for your understanding. Sincerely, TOPUPlive Support Team

Dear Valued Customer, To allow us to investigate this matter fully and provide a swift resolution, we urgently request you to send an email to [email protected] with your order number and all supporting evidence. Please include: 1.Your TOPUPlive Account ID/Username: 2.The exact Order Number or Transaction ID: 3.Date and Time of the transaction: 4.The exact amount deducted (RM100+): 5.Screenshots of your bank statement showing the deduction (please blur out sensitive personal information like account numbers): 6.Screenshots or video evidence showing the absence of tokens in your gaming account: 7.Any previous communication records with our customer service (if available): Our dedicated team at [email protected] will prioritize your case and work diligently to trace your transaction, verify the token delivery status, and resolve the refund or token delivery as quickly as possible. We understand the urgency, especially given your concerns about your bank card. We deeply regret that your experience has led you to warn others against using our service. We are committed to regaining your trust and proving that TOPUPlive is a reliable platform. Please allow us the opportunity to rectify this situation. Thank you for bringing this critical issue to our attention. We await your email and promise to handle your case with the highest priority. Sincerely, The TOPUPlive Customer Service Team