TOPUPlive

I’m truly sorry to hear that you’re not satisfied with our service—this is definitely not the experience we want any of our customers to have, and we take your feedback very seriously. To make things right, could you please share a bit more about what didn’t meet your expectations? Whether it’s related to an order, response time, or another aspect of our service, your details will help us investigate thoroughly. If you have an order number, that would also help us look into this quickly. We want to ensure we address this properly and improve, so please let us know how we can make it right. Thank you for giving us the chance to fix this. Best regards, The TOPUPlive Team

Dear customer, First of all, we sincerely apologize for the inconvenience caused by the delay in your refund. We fully understand your frustration and anxiety about not receiving the funds promptly, and we take your feedback extremely seriously. Regarding the refund processing time, please note that once we confirm the "refund successfully" status on our system, the funds will be transferred to your bank for final processing. The actual arrival time of the refund is indeed regulated by each bank's internal procedures and may vary due to factors such as bank working days (excluding weekends and public holidays) and transaction review processes. This 5-7 working day period is a standard timeframe commonly applied by financial institutions, and it is not a delay caused by our platform. To ensure you receive timely assistance, if the refund has not arrived within the specified period, please feel free to contact our customer service team with your order number and relevant transaction details. Our dedicated team will promptly assist you in verifying the progress with the bank and expediting the process where possible. We truly value your trust and satisfaction. Once you receive the refund, we hope you will consider updating your review to reflect the resolution. Your feedback is crucial to us, and we are committed to improving our services based on customer experiences. If you have any further questions or concerns, please do not hesitate to reach out to us. We are here to help and resolve this issue for you as quickly as possible. Best regards, TOPUPlive Customer Service Team

Dear customer, I’m sorry to hear about the confusion with your refund – I understand how frustrating it is to see an unexpected refund and not receive the funds yet. Let me clarify what happened and how we’ll resolve this. 2 Key Reasons for the Unsolicited Refund: System-Triggered Refund due to Account Error: Our security system detected a potential issue with the game account linked to your order (e.g., invalid username, typos, or a non-existent account). To protect your funds, we automatically initiated a refund without requiring your request as a precautionary measure. Why the Refund Isn’t in Your Account Yet: While we sent the refund request immediately, banks typically take 3–7 business days to process it (this is out of our control). The delay occurs because your financial institution needs to verify and credit the funds back to your original payment method. What You Can Do Now: Double-Check Your Account Details: Reply with the exact game username you intended to use, and we’ll verify if it’s valid. If correct, we can help you reprocess the purchase once the refund is complete. Track Your Refund Progress: Check your bank statement for a transaction from TOPUPlive or your payment provider (sometimes listed as a pending item). Immediate Support Options: Reach our live team at [email protected] (title: "REFUND ACCOUNT ISSUE") for real-time updates. Best regards, TOPUPlive Customer Support

Dear customer, we understand your confusion regarding the refund. It can be quite perplexing when you receive a refund without an apparent reason. We truly value your feedback and want to resolve this issue for you. To figure out what exactly happened, please send the order number for this purchase to our after - sales email: [email protected]. Our team will conduct a detailed investigation as soon as we get the order number. This investigation will take about 1 hour to start. We will determine the cause of the refund within 24 hours and keep you informed via email. We hope this will clarify the situation for you. Thank you for your patience and for bringing this to our attention.

2025-06-09 update: The financial staff notified that the refund has been successful~ Dear Zakariye, Thank you for reaching out about your refund for order ID: auto6830a22614032. We confirm that our system successfully initiated the refund on May 23, 2025, for the amount of €8.45. Important Note on Refund Timing: Refund processing times are primarily determined by your bank or payment provider, not by our platform. While we send the refund request immediately, it typically takes 3–7 business days for the funds to appear in your account. This delay is due to standard banking procedures and may vary based on your financial institution. What You Can Do: Check Your Bank Statement Again: Sometimes refunds appear under a different transaction name or as a pending item. Please allow up to 7 business days and review both your current and pending transactions. Contact Your Bank: If the refund hasn’t arrived after 7 days, kindly reach out to your bank’s customer support. You can also click the online customer service icon on the website to contact our online customer service. We understand the wait can be frustrating, but rest assured the process is underway. For any updates, feel free to reply to this message or contact our live support team. Thank you for your patience! Best regards, TOPUPlive Customer Support

Dear customer, We deeply apologize for the unpleasant experience you've had. Please rest assured that our platform **never freezes users' funds intentionally**. When you cancel a purchase or a transaction fails, we initiate a refund immediately—but please note that **bank processing typically takes 1–7 business days** for the funds to return to your account. This delay is due to standard financial institution procedures, not a hold placed by us. The passport verification is a security measure to prevent fraud and comply with payment regulations, designed to protect both you and our platform from unauthorized transactions. If you canceled the purchase over this requirement, the funds were likely in a **temporary pending status** during the transaction reversal process, not "frozen" by our system. We're extremely sorry for the lack of response—this is not our standard service. To assist you promptly: 1. Send an email to [email protected] with the subject "Refund Inquiry - [Your UserID]". 2. Include your account email/username, transaction ID(s), and bank account details. 3. Our team will verify the cancellation and expedite the refund confirmation, which takes 1–3 business days on our end before the bank processes it. Please trust that we prioritize your financial security and aim to resolve this swiftly. If you have any screenshots of the transaction or communication, attaching them will help us investigate faster. We never intend to cause distress and are committed to restoring your confidence in our service. Best regards, Customer Support Team TOPUPlive Game Recharge Platform

Update： We sincerely apologize for the inconvenience caused by the failed transaction. Please note that your order was automatically refunded due to a server region mismatch—you selected the Brazilian server, but your user ID is not registered on that server. To avoid similar issues in the future, please ensure you select the server corresponding to your current login during checkout. This region-specific configuration ensures seamless service activation and compatibility with our local servers. The refund for your order is currently processing, and you can expect the funds to return to your payment method within 1–7 business days (processing times may vary by bank). You can track the refund status via your account transaction history or contact your bank for updates. If you wish to retry the purchase, please follow these steps: Log in to your account and navigate to the recharge page. Select MENA Area (recommended) from the server region dropdown menu. Proceed with the payment, ensuring all details match your region's requirements. Our support team is available 24/7 to assist you. Please provide your account details or order ID when contacting us at [email protected], and we will guide you through the process. Thank you for your understanding, and we look forward to serving you correctly next time. Best regards, Customer Support Team TOPUPlive Game Recharge Platform Before： Dear customer, we are extremely sorry to hear that you're disappointed. We completely understand your frustration as you didn't receive the coins as expected and got a refund instead. Your experience matters a great deal to us. Please send the order number to our after - sales email: [email protected]. Once we receive the order number, our team will initiate a detailed review right away. We will strive to have this issue resolved within 12 hours. We will either ensure the coins are correctly credited to your account or provide a more suitable solution based on our investigation. We really hope you'll give us another chance to serve you better. Thank you for bringing this to our attention.

Dear customer, we truly empathize with your frustration. It's really disheartening when you've made a payment but haven't received the coins or a refund as expected. We highly value your feedback. To address this issue promptly, could you please send the order number associated with this payment to our after - sales email: [email protected]? Upon receiving the order number, our dedicated team will start an immediate and thorough investigation. They will check the payment records, system glitches, and any possible reasons for this problem within 1 hour. We aim to resolve this matter and either credit your account with the appropriate coins or process a refund within 24 hours. You will be updated about the progress via email during this period. Thank you for your patience and understanding as we work to fix this for you.

Dear customer, I understand how frustrating it is to feel deceived, and I sincerely apologize that your experience has led you to this conclusion. We are not a scam, and I’m committed to proving that by resolving your issue immediately. Here’s how we’ll address your concerns: Your Specific Situation: Please share any order numbers, payment details, or communication history related to your purchase. This will help us identify exactly where things went wrong. If you haven’t received a product or refund as promised, we’ll trace the issue step-by-step and provide a full explanation. Transparent Process: Refunds typically take 3–7 business days (depending on your payment method), and technical glitches can occasionally cause delays. We’ll check our system for any errors on our end. You can track your order status in real time by logging into your account or contacting our live support team at [email protected](mention “SCAM CONCERN” for priority).

Dear customer, I am truly sorry to hear about your frustrating experience – this is absolutely not the service we aim to provide, and I deeply apologize for the confusion and inconvenience caused by the unsolicited refunds and the lack of clarity in support. First, I want to address your key concerns: Unauthorized Refunds: We’ve recently identified a rare system glitch that may have triggered automatic refunds in specific cases (e.g., payment verification delays or inventory issues). This is not standard practice, and our team is urgently reviewing your order history (could you please provide your order numbers for both instances?) to investigate why this happened twice for your account. Refund Not Received in Bank Account: Refunds typically take 3–7 business days to process depending on your bank/Payment provider. However, if the refunds were mistakenly initiated by our system, we may need to manually reverse the process and ensure your original purchase is fulfilled instead. To speed this up, please share: The email address linked to your TOPUPlive account Screenshots of your bank statement showing the original payment (to confirm the amount and transaction ID) Bot Support Concerns: You’re absolutely right – no one should feel unheard. We’re actively upgrading our support system to prioritize human intervention for complex issues like yours. For immediate assistance, you can now reach a live agent via [email protected] (include "URGENT REFUND ISSUE" in the subject). As a gesture of our sincerity to make this right: ✅ We will assign a dedicated specialist to your case within 1 hour of receiving your details, ensuring transparent updates at every step. ✅ If we confirm the refunds were erroneous, we’ll manually deliver your purchased items and provide a 20% discount coupon for your next order. ✅ We’ll also review our automated processes to prevent similar incidents in the future. I understand this has been extremely frustrating, and I personally guarantee we’ll resolve it promptly. Please help us by sharing the requested details, and we’ll get started immediately. Thank you for bringing this to our attention – your feedback is crucial for us to improve. I hope to restore your trust in our service soon. Warm regards, TOPUPlive Customer Support Human Support Available 24/7 – No Bots for Complex Issues

Dear valued user, We are deeply sorry to hear about the frustration and confusion you’ve experienced with your account. As a loyal customer, your trust is incredibly important to us, and we never want you to feel undervalued or treated unfairly. Account security is a top priority for us, and in rare cases, systems may flag transactions for review due to unusual activity (e.g., payment method changes, regional login variations, or security protocols) to protect against unauthorized access. This is never done lightly, and we sincerely apologize if this affected you by mistake. To resolve this urgently: Please provide your registered email/account ID and any error messages or notifications you received regarding the restriction. If you’ve already submitted verification documents, could you confirm the submission method (e.g., in-app support, email) so we can prioritize locating your case? Our dedicated account support team is standing by to manually review your account. You can reach them at [email protected] (include "Account Review - [Your Username]" in the subject line) or via the in-app chat (available 24/7). We will work non-stop to correct any misunderstandings and restore your full access as soon as possible. Thank you for your patience, and again, we’re truly sorry for this experience. You deserve a seamless and secure service, and we’re committed to making this right. Warm regards, The TOPUPlive Customer Support Team

Update： On the evening of the 11th, Douyin's official risk control strategy adjustment caused the recharge to fail. We are sorry. Dear valued user, We sincerely apologize for the frustration caused by the repeated recharge failures you’ve experienced. We understand how critical smooth transactions are, and we take this issue very seriously. To help our technical team resolve this as quickly as possible, could you please provide us with: The specific error messages (if any) you received during the process, Your order number or transaction ID, A screenshot of the recharge attempt (if convenient)? You can reach out to our dedicated support team at [email protected] or via the in-app customer service channel. We’re committed to investigating this urgently and ensuring a seamless experience for you moving forward. Thank you for bringing this to our attention—your feedback helps us improve. We’ll work tirelessly to fix this and hope to regain your trust soon. Warm regards, The TOPUPlive Customer Support Team

Dear valued customer, We are deeply sorry to hear that you feel this way—your trust is incredibly important to us, and we take such feedback extremely seriously. We understand how frustrating and worrying it must be to have a negative experience that has led you to this conclusion, and we sincerely apologize for falling short of your expectations. At TOPUPlive, we are committed to providing a safe and transparent service, and we strictly adhere to industry standards to protect our customers. However, it’s clear we’ve failed to meet your needs, and we want to make this right. Could you please share more details about your experience, such as your order number or the specific issue you encountered? This will allow our team to investigate thoroughly and address any concerns immediately. You can reach us directly at [email protected] or reply to this message, and we’ll assign a dedicated agent to assist you 24/7. We take all allegations of misuse or fraud very seriously and will work with you to resolve the matter promptly. Thank you for bringing this to our attention—we genuinely appreciate the opportunity to learn and improve. We hope you’ll give us a chance to demonstrate that your satisfaction and security are our top priorities. Warm regards, TOPUPlive Customer Support Team

Dear valued customer, We are truly sorry to hear about the frustrating experience you’ve had—your feedback regarding privacy concerns and customer support is extremely important to us, and we take these issues very seriously. Protecting your personal information is a top priority for us, and we deeply regret that we made you feel this was not the case. While we may request certain details to securely verify orders and process refunds (as these are standard safety measures to prevent fraud), we understand that clear communication about *why* we need this information is crucial. We failed to explain this properly, and we sincerely apologize for the lack of transparency. We also apologize for the poor support experience and the confusion around the refund. Our team’s intention was to resolve your order issue efficiently, but it’s evident we missed the mark by not ensuring your consent and keeping you informed throughout the process. This is not the level of service we aim to provide, and we’re committed to addressing the breakdown in communication. To make this right, could you please share your order number or the email associated with your account? We want to review your case individually, ensure your privacy preferences are respected, and clarify any misunderstandings about the information we collected and the refund steps taken. You can reply here or contact us directly at [email protected]—we’ll assign a dedicated agent to assist you promptly. We appreciate your courage in speaking up, as feedback like yours helps us improve. Rest assured, we’re taking steps to retrain our team on privacy communication and consent protocols to prevent this from happening again. Thank you for giving us the chance to make it right. Warm regards, TOPUPlive Customer Support Team

Dear valued customer, We sincerely apologize for the frustration and inconvenience caused by the delay in your refund. We understand how unsettling this must be, especially when the system indicates success but the funds haven’t reached you yet. While bank processing times can sometimes cause delays, we take your feedback very seriously—especially since you’ve confirmed there’s no issue on your bank’s end. To resolve this urgently, could you please provide us with your order number and a screenshot of your bank statement showing the absence of the refund? This will help our team bypass standard procedures and escalate your case directly to our payment partners for immediate verification. We’ve already flagged your case as high-priority and assigned a dedicated agent to follow up with you within 24 hours. You can either reply to this message or reach out to us at [email protected] with the details mentioned. We promise to keep you updated every step of the way until the refund is properly reflected in your account. Thank you for your patience as we work to fix this. We truly appreciate your understanding and will ensure this is resolved swiftly. Warm regards, TOPUPlive Customer Support Team

Dear customer, we really do believe you and we're extremely sorry for the distress you're going through. We understand your disappointment and the lack of trust you have in our platform right now. We want to assure you that we are committed to helping you get your money back. Please send the order number of the relevant transaction to our after - sales email: [email protected]. This will enable our dedicated team to look into the matter immediately. Once we receive the order number, we will initiate a detailed review within 2 hour. Our team will work tirelessly to verify the situation and, if it's valid, we will process the refund as fast as possible, usually within 24 hours. We are constantly working on improving our services and refund processes to avoid such issues in the future. We hope you can give us a chance to make this right for you. Please give us some time to handle this case and restore your confidence in our platform.

Dear valued customer, Thank you for taking the time to share your feedback. We sincerely apologize for the frustration caused by the payment option issue you encountered. We understand how important a seamless payment experience is, and we’re committed to resolving this for you. Here’s what might be happening: While we do display prices in Indian Rupees (INR) for your region, some payment methods may have temporary limitations or regional restrictions that prevent them from being available at checkout. This could be due to factors like your payment provider’s coverage in India, specific account settings, or temporary service disruptions. Thank you for your understanding, and we hope to serve you better soon! Best regards, TOPUPlive Customer Support

Dear valued user, We are truly sorry to hear about the unacceptable experience you’ve encountered with our service and team. There is no excuse for rude behavior or mishandling of your order and payment—this falls far below the standards we strive to uphold, and we take full responsibility for letting you down. First and foremost: Regarding the agent’s conduct: We will immediately investigate the interaction to ensure accountability and retrain our team to prevent such incidents. Your feedback is critical in helping us maintain a respectful customer experience. Regarding your order and payment: We understand the urgency of resolving the deduction and refund issue. To assist you promptly, could you please provide: Your order number or transaction ID, A screenshot of the payment confirmation and any communication with our team (e.g., email, chat logs), Details of the specific refusal reason you were given (if any)? You can reach our dedicated escalation team at [email protected] (subject line: “Urgent Refund & Order Inquiry - [Your Username]”) or via the in-app chat (select “Account & Payment Issues” for priority handling). We will manually review your case, work with our finance team to address the deduction, and ensure a transparent update within 24 hours. This is not the experience we want any customer to have, and we deeply regret the frustration caused. Your trust is invaluable, and we’re committed to making this right—no exceptions. Thank you for bringing this to our attention, and please know we’re on it. Warm regards, The TOPUPlive Customer Support Team

Dear valued user, We’re sorry to hear about the issues with your Blik top-up being canceled. We understand how frustrating this can be, and we’re here to help resolve it as quickly as possible. To better assist you, could you please provide the following details? Your TOPUPlive account email or username, The order number or transaction ID related to the failed top-up, A screenshot of the error message you received (if any), Confirmation of whether the payment was deducted from your Blik account. Our team specializes in payment issues and can investigate why the transaction was canceled—this could be due to temporary payment system glitches, insufficient balance, or security checks. You can reach us at [email protected] (subject line: “Blik Top-Up Issue - [Your Username]”) or via the in-app chat (select “Payment Problems” for priority help). We’ll work directly with our payment partner to troubleshoot and ensure a smooth top-up experience for you. Thank you for your patience, and we’ll get back to you with updates within 24 hours. Warm regards, The TOPUPlive Customer Support Team