Step-by-Step Resolution Guide

1. Gather Essential Information

   Before contacting support, collect the following details:

   • Your LoongBuy User ID / Registered Email.
   • Transaction date, time (in your local timezone), and approximate amount.
   • The payment method used (e.g., Credit Card, PayPal, Bank Transfer).
   • Any transaction or order ID provided by LoongBuy or your payment gateway.

2. Capture Clear Screenshots

   Visual evidence is crucial. Please take screenshots of:

   • The error message displayed on LoongBuy during the failed transaction.
   • Your payment confirmation or failure notification from your bank, PayPal, or other service.
   • The transaction record in your bank/payment app (showing date, amount, merchant, and status). Please remember to redact or blur out any sensitive personal information not related to verifying the transaction.

3. Contact LoongBuy Finance Support

   Reach out to our dedicated team through the primary channel:

   • Email:[email protected]
   • Subject Line:Payment Issue - [Your User ID] - [Date]

   In your email, clearly describe the problem, include all information from Step 1, and attach the screenshots from Step 2.

4. Submit via Your Account Dashboard (Alternative)

   You can also submit a ticket directly:

   • Log into your LoongBuy account.
   • Navigate to "Help Center""Support Tickets".
   • Create a new ticket, select the category "Payment/Recharge Issue".
   • Fill in the ticket form, upload your screenshots, and submit.

5. Follow Up and Verification

   • You will receive an automated ticket confirmation with a reference number. Keep this number for all future communication.
   • Our finance team typically responds within 24-48 business hours.
   • They may request additional information for verification. Prompt replies will help speed up the resolution.

6. Balance Update Confirmation

   Once the issue is investigated and resolved:

   • The support team will notify you via email or your ticket dashboard.
   • They will manually credit your account if the payment is verified.
   • Log out and log back into