FAQ: TOPUPLIVE Account authentication

One important note:

[a] Please Do not to anyone claiming to be from TOPUPLIVE Company or TOPUPLIVE internal employees [e.g. other social platforms/networks] submit any personal information about yourself, and do not reply from other than TOPUPLIVE/TOPUPLIVE official website. If you are unsure, please contact our TOPUPLIVE support for further assistance.

[b] Please Do not upload your personal information to any public converter website, such as postimages, Imgur, etc. If you have trouble submitting documents, Please contact us via KChat of TOPUPLIVE Support the team for further help.

1. What is TOPUPLIVE account authentication and why do I need to go through this process?

TOPUPLIVE Account verification is basically ID and payment verification before completing the payment order process. This verification process is to avoid possible online fraud or scams, credit card theft, and unauthorized access to one's payment accounts such as credit cards, PayPal, and e-wallets, all of which are very common today due to user insecurities. Documentation is an effective way to identify and verify that a payment has been made by the user. This verification process provides additional protection for the user and TOPUPLIVE.

2. When do I need to authenticate?

You will need to verify your identity when you reach your payment limit and request an increase, your account is suspended, or our systems detect suspicious activity on your account. Once you need to perform authentication, you will receive a notification in your TOPUPLIVE account as follows:

3. I am asked to perform authentication to complete my payment order or account upgrade, is the verification process secure? If yes, how is my submission stored and used?

We value your trust in providing us with your personal information. SEA Gamer Mall Sdn Bhd (" TOPUPLIVE ") will not share, disclose or sell any personally identifiable information collected online on the TOPUPLIVE website [such as your name, address, mobile number or email address] with other non-affiliated companies TOPUPLIVE is an organization for marketing purposes. Because this information is an important part of our business, it will be treated like our other assets in a merger, sale, or other corporate restructuring or legal proceedings. For more information about how we keep your data safe, please visitTOPUPLIVE privacy policypage.

4. I agree to complete the TOPUPLIVE account authentication process, how to operate?

Please contact us via KchatTOPUPLIVE support，To provide your authentication documents.

, , full authentication

you will need to complete several successive steps:

- Take a selfie with your passport/ID card with the words "TOPUPLIVE+DATE". Examples are as follows:

- Proof of payment of purchase history/receipt

- In-game character Screenshots [Only if necessary]

5. I don't have my ID card/passport with me. Can I use my driver's license instead?

NODriver's license is not accepted. However, you can submit the documents later when the ID card/passport is ready. Acceptable and unacceptable documents are listed below:

[i] Acceptable authentication documents:

·Id card,

· Valid passport,

· Permanent resident card.

[ii] Authentication for unacceptable files:

· Expired ID/passport,

· Non-government issued cards such as student ID, bank card, company badge,

· Driver's license,

· overwritten or edited documents.

6. What are some suggestions to get through the review process in the shortest possible time?

Yes, of course. We would recommend that you,

· Remove glasses or mask,

· To ensure that your face is visible in the selfie,

· To ensure that the submitted documents are clear and easy to read,

· To ensure that the submitted documents are not blurry,

· Do not edit the image.

7. The handwritten notes of the selfie part, if I do not have a pen and paper, after taking a selfie with my ID card, can I choose to edit the notes in the picture instead?

not , this is unacceptable. We encourage you to submit with a pen and paper as required in 4.

8. What supporting documents am I willing to submit, how should I proceed?

First, you can click on the notification page in your TOPUPLIVE account and then "Click here to continue" for more details. You will then see the verification page displayed.

Next, to complete this verification, follow the information and examples provided, then click "Select Picture" to submit. Once attached, you can check the document again and click "Submit" to complete the process.

After submitting the document, you will receive a notification that says "pending verification."

9. TOPUPLIVE authentication table has been submitted, how long will it take to review?

After submitting the required documents, it usually takes anywhere from a few minutes to 24 hours, depending on the problem. During the verification process, all your purchases will be put on hold, including your TOPUPLIVE account. Once reviewed and approved by the team, you will receive a notification via email or LiveChat.

[i] For verification that does not meet our requirements, you will receive a notification of "KYC Resubmission" :

[ii]For approved validations, you will receive a notification in your TOPUPLIVE account:

10、My account was deactivated and I was asked to submit identification documents to unblock it. If I choose not to disclose my personal identity, what happens next?

If the verification process is not completed, your account will remain suspended and you will not be able to make any purchases in TOPUPLIVE until the verification process is complete.

11. If I refuse to complete the verification process and I have paid in TOPUPLIVE, what happens to my payment order?

You can contact our LiveChat support to check your order further. Our team will make the refund according to the original payment method used. However, returning your payment to the original payment method will not include processing/fees incurred by certain payment merchants, such as credit cards, etc.

12. My problem is not listed above, where can I get further help?

Don't worry. You can contact our customer service team directly at LiveChat [24/7].

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FAQ: TOPUPLIVE Account authentication