Game Top-Up Not Received? What to Do

Game top-ups from VaultX.lk are usually credited within 2 hours of payment confirmation. If yours has not arrived, work through the checks below. A top-up can look late when a large pack is credited in stages, or when the ID or server on the order is not the one in your game.

1. Check that the payment went through

A top-up is sent only after your payment is confirmed. Open My orders in your account and look at the order. If Koko or Payzy shows the payment but your order does not, message us with the Order ID and a screenshot of the payment.

2. Check the order status

My orders shows where the order stands: Pending, Processing or Delivered.

3. Look in the game, not only your balance

Publishers sometimes credit large packs in stages, so check your in-game mailbox before reporting a top-up as missing.

4. Check the ID and the server on the order

Compare the ID on the order with the one in your game, digit by digit. Mobile Legends also needs the Zone ID. Free Fire is sold per server, so the order must be for your account's server: Singapore, Indonesia or Bangladesh. The top-up guide lists the ID each game needs and where to find it.

5. Message us with your Order ID

If the 2 hours have passed, message us on WhatsApp or Discord with your Order ID and we will check it.

When do I get my money back?

If you gave a correct ID and the top-up was never credited, we either complete the top-up or refund it in full. You are also refunded if we delivered the wrong pack by mistake.

A top-up that was credited to the ID you gave cannot be moved or reversed, so a wrong ID, someone else's ID or the wrong server is not refundable. Bans or suspensions a publisher applies after a top-up is credited are outside our control. The refund policy has the full rules.

Questions about late top-ups

How long does a game top-up take?

Usually within 2 hours of payment confirmation.

Where do I see all the games you top up?

On the Top-Ups page. More answers are in the FAQ.