If your top-up was made through Google Play, the App Store, or the PlayStation® Store:
 
Please contact the official customer support of Google Play, the App Store or the PlayStation® Store for assistance. You can also try making a top-up through our official website or the PC client.
 
 
If your top-up was made through the official website or the PC client:
 
Step 1: Check your network. Weak or unstable internet connections can sometimes cause the payment page to fail or time out. To improve your connection, try switching between Wi-Fi and mobile data, restarting your router, or closing other bandwidth-heavy apps.
 
Step 2: Try a different device. Certain settings or software conflicts on your current device may interfere with payments. Switching to another device may help.
 
Step 3: If you're paying by card, make sure your card information (number, expiration date, and CVV) is correct, then try again. If you still receive an error message, follow the on-screen instructions to try another card or payment method. You may also want to contact your bank to find out why the transaction was declined.
 
Step 4: Game or device settings may also affect payment. For example, some security software or firewalls on your device might block payment requests. You can temporarily disable them and try again. Also, if the game has an update available, please update it to the latest version before attempting payment again, as older versions may have payment compatibility issues.
 
If you've completed all the steps above and the issue persists, we recommend returning to the payment screen and trying again.