A step-by-step guide to resolve failed payments, missing recharges, and balance update problems with LoongBuy's finance team.
Experiencing a failed payment or a recharge that hasn't reflected in your LoongBuy account can be frustrating. This tutorial is designed to help you efficiently contact LoongBuy's dedicated finance support team, submit the necessary evidence, and get your balance updated correctly.
Step-by-Step Resolution Process
Step 1: Gather Essential Information
Before contacting support, collect the following details:
- Your LoongBuy account username/email.
- Date and approximate time of the transaction.
- Payment method used (e.g., Credit Card, PayPal, etc.).
- Transaction ID or reference number from your bank or payment provider.
- Order number (if applicable).
Step 2: Capture Clear Screenshots
Visual proof is crucial for the finance team to investigate. Take clear screenshots of:
- The error message you received on LoongBuy during the failed payment.
- Your LoongBuy transaction history page showing the missing recharge.
- The confirmation email or page from your payment provider (highlighting the transaction ID and amount).
- Your bank statement or payment service dashboard (with sensitive info like full card number hidden).
Save the files in a common format like JPG or PNG.
Step 3: Contact LoongBuy Finance Support
Reach out directly through the most effective channels:
- Primary Method: In-App/Website Support Ticket
- Log into your LoongBuy account.
- Navigate to "Help Center""Contact Support".
- Select the category "Payment & Billing Issues".
- Fill out the form with the information gathered in Step 1.
- Alternative Method: Email
Send a detailed email to [email protected]. Use a clear subject line:
Payment Issue - [Your Username] - [Date of Transaction]
Step 4: Submit Your Screenshots
Attach your screenshots to the support ticket or email. Ensure files are clear and under the size limit.
- Do:
- Don't:
In your message, concisely describe the problem, e.g., "My $50 recharge at 2:30 PM GMT on Oct 26 failed, but my card was charged. Screenshots attached."
Step 5: Follow Up & Ensure Balance Update
After submission:
- You will receive an automated ticket confirmation. Keep this reference number.
- The finance team typically responds within 1-2 business days.
- If the issue is resolved, you will receive a confirmation and should see your balance updated correctly.
- If not resolved, reply to the same ticket/email thread with additional details if requested.
Important Tips for a Smooth Process
Be Precise and Courteous
Clear, polite communication helps the support team assist you faster.
Check Spam/Junk Folder
Sometimes support responses may be filtered. Check these folders if you haven't heard back.
Do Not Re-submit Multiple Tickets
Submitting duplicate tickets creates delays. Use the follow-up feature on your original request.
Verify Payment Partner Status
Check if your bank or PayPal had any outages at the time of payment. This information can be helpful.