Help Center
FAQ (Frequently Asked Questions)
1. Account Linking
1.1 How do I sign in to the trading platform?
Go to playtopup.gg, then click “Sign In” in the top-right corner.
You can sign in with Email, Google, LINE, Facebook, Twitter, or Apple. By default, your first sign-in may require you to register a platform account.
1.2 How do I link multiple social media accounts?
Each social media account can be linked to only one platform account. You can link additional sign-in methods in Profile → Account Settings.
After linking, you can use any linked account to sign in to the trading platform.
Note: Linking a social media account to a platform account is irreversible and cannot be unlinked later.
1.3 How do I link my account to an email address?
- Sign in to the trading platform and go to Account Info.
- Find Email and click “Link email”.
- Enter the email address you want to link (make sure you can receive emails), then click “Send”.
- Check your inbox for the verification code email. If you don’t receive it within 60 seconds, click “Send” again.
- Open the email, copy the verification code, return to the platform, and enter the code to complete linking.
Currently, the platform does not support changing a linked email address. Each email address can be linked to only one platform account. If you have questions, contact us via Help Center → Customer Support.
2. Trades / Direct Top-Up
2.1 How do I change the language and currency?
You can see the current language/currency in the navigation bar—click it to change.
After signing in, you can also change them in Profile → Preferences.
2.2 Direct top-up delivery time (Direct Recharge Time)
After successful payment, direct top-ups usually arrive within 10 minutes.
During peak hours or special events, there may be delays or pending delivery, but it is expected to be delivered automatically or refunded automatically within 24 hours.
If you have any questions about an order, please contact Customer Support.
2.3 What if I entered incorrect direct top-up information?
Important: The platform is not responsible for errors caused by user negligence, false/incorrect information, or other reasons. Once an order is completed, it cannot be canceled or refunded.
Please note:
- Before paying, double-check your top-up details (Game Account ID, username, server, etc.) to avoid topping up the wrong account.
- Per service provider requirements, completed top-up orders cannot be canceled or refunded. You may place a new top-up order, but the platform is not responsible for “wrong purchase / wrong top-up.”
- If an incorrect game ID causes the top-up to fail, the platform will issue an automatic refund after confirming the information is incorrect. If you have questions, contact Customer Support.
2.4 What should I do if the top-up has not arrived?
If the top-up has not arrived and the order has not been refunded, please provide proof of successful payment and not delivered / not received, then contact Customer Support.
If Customer Support verifies the funds were not credited to the game account, we will assist with a refund.
2.5 Why does my order fail but my card/account shows a charge?
If the order shows “payment failed”, it means the platform did not receive your funds.
In most cases, the charge you see is an authorization hold, not a completed transaction. It is usually released by the payment provider/bank within 3–7 business days.
However, some payment methods (e.g., cryptocurrency) are irreversible and may not support automatic refunds for situations such as “overpayment / wrong transfer.”
If you need help, please contact the Support Team.
3. KYC Certification
3.1 Why is KYC verification required?
Playtopup’s KYC identity verification is used to confirm user identity in payment verification scenarios.
The KYC process is designed in accordance with PCI (Payment Card Industry Data Security Standard) and FATF (Financial Action Task Force) anti-money laundering requirements.
KYC will be triggered when a user’s payment or withdrawal activity reaches certain thresholds.
Its purpose is to protect card security and prevent money laundering through channels such as third-party top-ups.
You must complete verification using a valid identity document, such as a National ID, Health Insurance Card, Driver’s License, Student ID, etc.
The platform states that it will protect privacy information and will not share/disclose/sell collected personally identifiable information (such as name, address, phone number, email, etc.) to unrelated parties for non-marketing purposes.
3.2 What are common reasons for KYC failure? How do I resolve it?
KYC is a real-name verification mechanism. To protect assets, KYC may be required during top-ups or withdrawals.
Common failure reasons include:
- A newly issued document whose information has not yet synced to relevant authorities/registries
- Incomplete document information or not meeting requirements
- Verification not approved
3.3 What if KYC fails or I reach the maximum number of attempts?
You can submit materials for manual review as follows:
- Go to Help Center → Customer Support
- Choose the feedback category: KYC Verification
- Fill in Name, ID number, ID type (National ID or Passport)
- Upload a selfie holding your ID document
- Upload an ID document photo and a screenshot of the Playtopup info page (must clearly show the username and avatar)
These materials are used only for security verification. Manual review typically completes within 1 business day.
4. Payment
4.1 What are the payment limits and processing fees?
Payment limits:
Due to risk control and compliance requirements, you may encounter payment limits when purchasing on Playtopup. Limits may change based on internal policies. Please refer to the latest information shown on the top-up/purchase page.
Payment processing fees:
Banks/payment systems may charge processing fees.
Example: Visa/MasterCard fees are currently 3.5%–4% + USD 0.15 (applicable in most countries/regions where Visa/MasterCard is supported).
Fees vary by payment method and region; please refer to what is shown on the payment page.
4.2 What should I know about convenience store payments?
The platform supports payments at convenience stores such as Family Mart and Rosen. After entering top-up information, you can complete payment offline at the designated store.
Notes:
- Initiating a top-up does not mean the purchase process is complete. The top-up amount will first be credited to your account balance; after the top-up succeeds, you must place a new purchase order. During this period, items you favorited may be purchased by others.
- Because this is a cross-border payment, convenience store payments typically take about 3 hours to be credited. If it takes too long, click Customer Support to report the issue.
4.3 What should I know before paying with cryptocurrency?
Cryptocurrency payments are supported, including BTC, ETH, USDT, etc. You can select a cryptocurrency option at checkout.
Notes:
- Make sure the selected network and currency match what is shown on the checkout page to avoid fund loss.
- Blockchain network fees may apply to payments and refunds. These fees are typically due to blockchain irreversibility and cross-chain complexity, and are not charged by Playtopup.
4.4 Credit card payment failed: common reasons and solutions
If an order fails, check the reason shown on the page. Common scenarios include:
- Amount too high: messages like “Do Not Honor / Suspected Fraud” may indicate risk control triggers. Try keeping single transactions under USD 100.
- Bank decline (usually the bank, not Playtopup): insufficient funds, issuer restrictions/freezes. Contact your bank or card issuer.
- Playtopup decline: e.g., the same card used across multiple platform accounts, or you have reached the platform payment limit.
Note: If payment fails, Playtopup will not charge you.
Suggestions: try a different card, switch browser/device, split into smaller transactions, and ensure your browser is not blocking pop-ups/redirects. If you are still unsure, contact Customer Support.