Top-Up Not Received? What to Check and How to Get Help

Most orders are delivered within a few minutes of payment. If yours has not arrived, work through these checks first: they solve most cases.

1. Check the order status

Open your profile and go to Orders.

Payment pending: the payment did not go through, so nothing has been sent yet. If money left your account anyway, contact us with the payment reference. Do not pay a second time for the same order.
Paid: delivery has started. Give it a few minutes, then check the game.

2. Check inside the game

Restart the game so it reloads your balance.
Check your in-game mail and your diamond or UC balance.
Passes (like the Weekly Diamond Pass) usually appear on their own pass page rather than as diamonds straight away.

3. Check the ID on the order

Compare the ID on your order with the one on your game profile. If a digit is different, the top-up may have gone to another account.

If a top-up was delivered to the wrong ID, the game cannot reverse it. That is why we show the account nickname before payment wherever the game allows it.

4. Still nothing? Contact us

Reach us through the Contact page. Support is available from 9 am to 10 pm. To help us solve it in one go, include:

your order number,
the game ID you entered,
a screenshot of the payment or its reference number.

We check the delivery record for your order with the game's top-up provider and get back to you with what happened and the next step.

Avoid this next time: validate your ID before paying, or use the Player ID checker.

Need a hand with an order?

Contact support