FAQ

1.1 Do I need an account to place an order?
No. You can check out as a guest. Creating an account lets you view your order history and check out faster next time.

1.2 How do I create an account?
Click the account icon in the top right, then “Sign up.” Enter your email and choose a password to get started.

1.3 I forgot my password. What do I do?
On the login screen, click “Lost your password?” and follow the instructions sent to your email.

2.1 How do I top up my game account?
Select your game, choose the amount, enter your User ID (and Zone ID/Server if required), and complete payment. Delivery is instant and automatic in most cases.

2.2 Delivery Time
Most orders are credited to your account within minutes of successful payment. During peak periods, delivery may occasionally take longer, but is generally completed within 24 hours.

2.3 What if I entered the wrong Destination Details?
GrandReload is not responsible for errors caused by incorrect information you provided. Please double-check your game ID, server, and amount before paying. If the incorrect information causes the recharge to fail outright, the order will typically be automatically refunded once the error is confirmed.

2.4 My order was paid but not delivered. What do I do?
Please provide proof of successful payment and contact our customer service. Once we verify the recharge did not reach your account, a refund will be processed.

2.5 Why was I charged if my order failed?
If your order shows “Payment Failed,” GrandReload never received your payment. In most cases, any charge you see is a temporary authorization hold from your bank, which is typically released within 3–7 business days. Contact support if you have questions.

3.1 What payment methods do you accept?
Virtual Account transfer, QRIS, e-wallets, Alfamart/Indomaret retail payment, and debit/credit cards, all processed securely via iPaymu.

3.2 Are there payment fees?
Some payment methods may include a processing fee charged by the banking/payment system. Refer to the payment page at checkout for exact fees on your selected method.

3.3 What should I know about paying at Alfamart/Indomaret?
After choosing this option, you’ll receive a payment code to use at the counter. Note: starting the payment process does not reserve your order — complete payment promptly, as popular items can sell out.

3.4 My card payment failed. What should I do?
This is usually your bank declining the transaction (insufficient funds, security flag on the amount, or your card issuer blocking online purchases) rather than an issue with GrandReload. Try a different payment method, or contact your bank directly. GrandReload does not charge you for a failed payment.

4.1 What is your refund policy?
All completed purchases are final, except: (a) the Product was not delivered at all, confirmed against our supplier’s record, or (b) the order failed outright due to invalid Destination Details you provided.

4.2 How long do refunds take?
Approved refunds are returned to your original payment method via iPaymu and may take up to 14 days to process.