Dear Customer,
We’ve noticed that your account is currently locked because your issuing bank has initiated a chargeback, which means the bank has temporarily frozen the funds related to your transaction.
To restore access to your account, please contact your issuing bank to cancel the chargeback, and provide us with the relevant proof once completed. Below is a detailed explanation of the process:
1. Why did the chargeback lock occur?
When your issuing bank detects potential risks or disputes regarding a transaction, it may temporarily freeze the payment and notify the platform.
In such cases, the system automatically locks your account for security reasons.
To remove the lock, you’ll need to contact your bank directly and request that they revoke the chargeback.
2. How to cancel the chargeback
You can contact your issuing bank using either of the following methods:
Online: Log in to your online banking or mobile banking app and contact customer service to state that you would like to withdraw or revoke a chargeback request for a specific transaction.
By phone: Call your bank’s customer service hotline, provide the transaction details, and request to cancel the chargeback.
Once completed, please keep a screenshot or confirmation document from your bank showing that the chargeback has been canceled, and send it to us so that we can verify it with our finance department.
3. When you’ve provided proof but the system still shows “Not Canceled”
If you’ve already submitted cancellation proof but our finance team and payment channel confirm that the transaction still shows as “chargeback not canceled,” please don’t worry.
This usually happens because:
The bank’s or card issuer’s system hasn’t yet synchronized the updated status;
The bank has received your request but the review process is still ongoing and not yet finalized.
This is normal , it generally takes 3–7 business days for the update to be fully processed by the bank’s system.
If the update still hasn’t been reflected after that period, we recommend contacting your bank again to confirm the latest progress of your chargeback cancellation.
Sometimes, banks may enter a second round of internal review, during which you might need to call your bank again and clearly express your intention to cancel the chargeback, so that the process can be completed faster.
4. What you can do during this time
While waiting for the bank’s system to update, you have two options:
Wait for the bank’s review to finish: We’ll continue to follow up and notify you as soon as the status is updated;
If you need immediate account access: You may top up your account to unlock it temporarily. The usual top-up amount should match the amount of your chargeback. If you’re unsure about the amount to top up, you can contact customer service for assistance.
Once the bank confirms the cancellation of the chargeback, we will help adjust your account status and balance according to the chargeback result.
5. A friendly reminder
Please rest assured that all the documents and proofs you provide will be properly kept and continuously tracked by our team.
Our team will do everything we can to help you restore your account access as soon as possible.
We hope that in the future, you can reach out to customer service for assistance when you encounter issues. Chargebacks cannot resolve problems and may only make them more complicated. Multiple chargebacks may also affect your account’s credibility. We sincerely appreciate your understanding and cooperation.