Contact Us

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What to put in the first message

Almost every slow support thread is slow because the opening message was missing one detail. Four lines are usually enough:

• Order number — the reference on your confirmation email or the order page.
• The email you ordered with — we match tickets to orders by address.
• What you expected versus what happened — one sentence each is plenty.
• A screenshot if it involves your in-game balance, a payment receipt or an error message.

With those in hand we can usually see where an order stopped without asking you anything further.

How quickly we come back to you

Chat is answered in minutes for most of the day. Email is worked continuously and the first reply typically lands within a few hours; cases that depend on a payment processor or an upstream supply channel can take one to three business days to close, and we will tell you when that is the case rather than going quiet.

Refund timing is covered separately in the Refund Policy, and delivery windows are set out in the Delivery Policy.

What we can and cannot resolve

We can help with orders placed on ARCTopup: delivery that has not arrived, payments taken without an order appearing, a Player ID mistake reported before delivery, regional availability questions, refunds, invoices, and privacy requests.

We cannot act on things that sit inside the game itself. Banned or suspended game accounts, lost publisher credentials, in-game purchase disputes and balances bought elsewhere all belong with the game publisher — we are a reseller of top-up value, not the operator of your account.

Business, supply and press

Distribution partnerships, new supply channels, affiliate proposals and media requests all go to [email protected] with the subject line starting "Business". Those messages are routed away from the consumer support queue so they reach the right people.

Registered office

ARCTopup is an online-only business. The address below is our registered office for legal correspondence — it is not a walk-in counter, and top-ups cannot be bought or collected there.