Troubleshooting
Identify the step that failed first. Empty search results, an unavailable item and a connection error need different checks.
Catalog and products
| Situation | First check | Next step |
|---|---|---|
| No search results | Shorten the query and clear the category filter. | Try the name in another language; see search. |
| No top-ups shown | Reset search and filters on the Top-ups page. | For a loading error, select Refresh list. |
| Product link not found | Search the current catalog again. | An old link does not confirm availability. |
| Product will not load | Select Try again. | Report the link and time to support if the failure repeats. |
| Price changes after switching | Check the variant, quantity and currency beside the amount. | See variants and price. |
Top-up discussion will not open
Check that you selected a service card and the appropriate variant. The amount must be greater than zero. A message below the amount field explains what to correct.
After changing the service, region, currency or amount, open the discussion again. Sign in when chat requests it. The selection is displayed nearby; you must write and send those details yourself.
Sign-in or chat errors
Check your email and whether the form is in sign-in or registration mode. Do not create another account just because a conversation failed to load; first retry signing in to the account you used before.
For a connection error, let the current attempt finish and use retry when offered. After sending, check that the message appears in the conversation. Text remaining in the input, or a send error, does not confirm delivery.
Profile and history
| Situation | What to check |
|---|---|
| Profile requests sign-in again | Your session may have ended; sign in to the correct account. |
| Name will not save | It must not be empty or longer than 100 characters; wait for the save result. |
| About me text is rejected | Check the 1,000-character limit and form message. |
| Password change fails | Check the current password, matching new values and size limits. Try later if attempts are limited. |
| History cannot find a purchase | Clear the query and status, then check the account email. A network failure does not prove there are no orders. |
See account, security and purchase history.
Information for support
Prepare the product link, variant, currency and amount, exact error and steps taken. A screenshot should show the problem without passwords, login codes or full payment credentials.
Say whether the error happened before or after sending a message. Include an order reference only if you already have one. Open support.