Separate successful payment from completed delivery
Payment alone does not mean your account benefits have appeared. Account state, missing information, channel limits or incomplete order details may require further confirmation during processing.
- Check order status first
- Complete information as directed in the order
- Avoid paying repeatedly or creating duplicate orders
What information to prepare when something goes wrong
Give support the order number, order time, product name and relevant account notices. Do not provide passwords, verification codes or sensitive information unrelated to the order.
- Provide the order number
- Provide a screenshot of the account notice with sensitive details hidden
- Do not provide passwords or verification codes
What facts determine a refund?
Refund eligibility, amount and processing time follow the product terms, order status and refund policy effective at purchase. Check current progress in the order before submitting.
- View refund policy
- Request support from the order
- Keep processing records