FAQ
Why is my order not sent for a long time even though I have paid for it?
This question is the most common one asked by our customers. The reason is generally one of the following:
1. Our customer service representatives are busy. There are some customers with substitute and top-up requests that can be complicated. If several customers are encountered at the same time with complex requests, such as in-game transactions, to solve payment problems, then there may be a temporary phenomenon of temporary busy customer service. This process, however, usually does not take more than 20 minutes. If you are ignored for more than 30 minutes because our customer service is busy, then please file a complaint in the complaints section on the right side of the website. We take every request from every customer seriously.
2. If your payment, for more than 30 minutes, has not been shipped, then it is likely due to a situation with your payment and we must review your payment. If this happens, we will usually send you an EMAIL to notify you, or notify you on top of your usual email to communicate with you what has happened. We will then work together to resolve the situation. The so-called "payment status" can be caused by the following reasons:
1) You made a mistake in filling in the name of the payer in payment. For example, "feng zahng", "xio wang", if this is the case, your payment in credit card will most likely not be approved by your bank if there is a problem with it. This is because you cannot unfreeze your payment by presenting them with your credentials. Because the name on the document does not match the credit card name.
2) Your payment amount is too large. If your payment exceeds your normal payment habits, for example, you suddenly make a large payment and do not buy your usual items. Or your payment country has changed. Or if you are making a large purchase for the first time. In any of these cases, we will need to contact you personally before we can ship your order. If there is a problem with a payment, for example, if a customer reports to payment that a payment was hacked, then payment will ask us what risk controls has put in place for that payment.
3) If your order information is incomplete or incorrect, our customer service will not be able to complete your order with the purchase information you have provided. In this case, our customer service will contact you and ask you to provide some additional information to complete the purchase.
