BuffHub FAQs: Orders, Payments, Delivery & Refunds

(1) Enter the trading platform using the link BuffHub.com. Click the login button at the top right corner to log in.

(2) You can log in to the trading platform using your E-mail, Google, Line, Facebook, Twitter or Apple account. By default, you will have to register a platform account when you log in for the first time.

Each social media can only be linked to one platform account. You can go to Personal Center -> Account Settings to link to another platform account. Once you have linked your social media account, you can log in to the trading platform using either account.Please note that linking a social media account to a platform account is an irreversible process. You will not be able to unlink your social media account in the future.

(1) Log in to the trading platform, and go to Account Information. Look for email and click “Link email”.

(2) Enter the email address you would like to link the account with. Make sure that you have access to this email. Once you are done, click “Send”.

(3) Log in to your email and check your inbox for a verification code email. If you do not receive it, you can click the “Send” button again after 60s.

(4) Open the verification code email and find the verification code inside. Go back to the trading platform and enter the verification code to complete the email linking process.

Currently, the trading platform does not support the changing of a linked email. Every email can only be linked to one platform account. If you have any questions, you can go to Help Center -> Customer Service to contact us.

You can find the currently set language currency in the site navigation, click on it and change the settings.

You can also change the language and currency settings in “Personal Center - Preferences” after logging in.

After successful payment, direct recharge service will be credited to your account within 10 minutes. During peak periods or special events, there may be delays or non-delivery, but it is expected to be credited or refunded automatically within 24 hours. If you have any concerns about your order, please contact customer service.

Important reminder: The trading platform does not take any responsibility for errors caused by users' negligence, providing false or incorrect information, or any other reasons. Once the order is completed, it cannot be canceled or refunded.

Please note:

1.Please check the recharge information, including the game account ID, username, and server, before payment to avoid incorrect recharge problems.

2.Due to service providers' requirements, once the recharge order is completed, it cannot be canceled or refunded. You can initiate a new recharge, but the trading platform is not responsible for incorrect purchase issues.

3.If the game ID is entered incorrectly, causing the recharge to fail, the order will be automatically refunded after confirming the error in the information provided. If you have any concerns about your direct recharge service order, please contact customer service.

If the direct recharge service is not credited to your account and the order is not refunded, please provide the relevant proof of successful payment and non-delivery and contact customer service for assistance. If the platform customer service verifies that the recharge did not arrive in the game account, a refund will be processed.

If your order shows a "payment failed" status, it means our platform never received your payment.

In most cases, if a charge appears on your account, it may be an authorization hold rather than a completed transaction. These temporary holds are typically released within 3 to 7 business days, depending on your payment provider or bank’s processing time.

However, please note that some payment methods, such as cryptocurrency, may not support automatic refunds in cases of overpayment or incorrect transfers due to their irreversible nature.

If you have any questions or need assistance, please contact our support team.

KYC identity verification on BuffHub.com is for validating the identity of users as part of payment verification.

The KYC process is designed based on the requirements of the Payment Card Industry Data Security Standard (PCI) and the Financial Action Task Force (FATF) for anti-money laundering.

It is triggered when users' payment or withdrawal activity reaches specific thresholds.

The core purpose is to protect users’ card security and to prevent money laundering through agent top-ups.

KYC verification must be completed using documents that can verify your identity. Please prepare valid identification, such as your national ID card, health insurance card, driver’s license, or student ID.

Rest assured, your personal information will remain fully secure. BuffHub.com does not share, disclose, or sell any personally identifiable information (such as your name, address, phone number, or email address) collected on the site to any unrelated companies or organizations for non-marketing purposes.

KYC is a real-name authentication mechanism. In order to ensure the safety of users' assets, BuffHub requires users KYC authentication when it comes to top-up and withdrawal.

If the KYC authentication fails, the reasons might be as follows：

1. The real-name authentication certificate you submitted is a newly issued certificate, and the certificate information has not been synchronized to the corresponding management center.

2. Your certificate information is incomplete or unqualified.

3. Your authentication failed.

Please understand the inconvenience caused by real name authentication. You can submit your personal information according to the following steps, and we will handle it for you through manual review.

1、Click 「Help Center -- Customer Service」

2、The feedback classification selects KYC certification.

3、Fill in your name, ID number, and your certificate type (ID or passport)

4、Upload a photo of you holding your ID (see photo)

5、Upload your ID and photos of your BuffHub information page (see photos, you must see your username and avatar clearly enough)

The above information is necessary for KYC verification process, and your personal information will only be used for this security verification. BuffHub is committed to strictly protecting your personal information.Manual verification takes about 1 working day to complete.

Payment Limits:

Due to risk control and compliance requirements, you may encounter payment limits when making purchases on BuffHub. These limits are subject to change based on internal policies. Please refer to the top-up or purchase page for the most up-to-date information.

Payment Fees:

A processing fee may be charged by the banking/payment system.

For example, the current fee for payments made via Visa/MasterCard is 3.5%–4% + USD $0.15. This applies to most countries that support Visa/MasterCard.

Fees may vary depending on your payment method and region. Please refer to the payment page for accurate fee details.

Currently, the platform supports payment at convenience stores such as Family Mart and Rosen. After you enter your top-up information, you can pay at the corresponding convenience store offline.

Please note that

(1) Launching a recharge does not mean that you have entered the purchase process, at present, the recharge funds are only charged to your personal balance, after the successful recharge, you need to launch a new purchase; in the process, your favorite props may be purchased by others, please be aware of this;

(2) Due to international payment, it usually takes about 3 hours for the top-up to arrive after the convenience store payment, please wait patiently, if the convenience store payment does not arrive for a long time, you can click "Customer Service" for feedback.

BuffHub supports cryptocurrency payments, including BTC, ETH, USDT, and more.

You can select a crypto payment option at checkout (see example image).

Please note the following when using cryptocurrency:

*Ensure that the selected network and token match the details shown during checkout to avoid potential loss of funds.

*Network fees may apply to both payments and refunds. These are typically incurred due to the irreversible nature of blockchain transactions and the complexity of cross-chain operations, and are not charged by BuffHub.

If your top-up order failed, please carefully review the reason shown. Below are common errors and suggested solutions:

1. High transaction amount

If you received an error such as "Do Not Honor" or "Suspected Fraud", it may be due to the transaction amount triggering a security alert.

Try limiting your payment amount to under $100 per transaction and attempt the payment again.

2. Bank declined the payment

In many cases, credit card payments are declined by your bank, not BuffHub. Common reasons include:

I) Insufficient funds in your bank account

II) Your card is restricted or blocked by your issuing bank. Try contact your bank or credit card issuer directly for more details.

3. Payment declined by BuffHub

BuffHub may reject a payment in the following situations:

(1) The same credit card is being used across multiple different platform accounts

(2) You’ve reached the platform’s payment limit

Note: If a payment fails, BuffHub will not charge you.

Recommended solutions:

(1) Try a different card

(2) Use another browser or device

(3) Split your purchase into smaller transactions

(4) Make sure your browser does not block pop-ups or redirects

If you're still unsure about the payment result, please click "Contact Customer Service" for assistance.

You can select to withdraw using a bank account on the withdrawal page. BuffHub supports two withdrawal channels: Airwallex and Payoneer.

Among them, the minimum withdrawal amount for Airwallex is $50, and for Payoneer bank card withdrawals, the minimum amount is $12–$35. Please refer to the instructions on the withdrawal page for specific details.

Please note that both channels will incur currency conversion fees, and the specific rates are charged by the withdrawal provider and are not related to BuffHub.

In most cases, your withdrawal will be approved within 1 day, and the funds will be transferred to your account within 1 to 5 business days, depending on your bank.

If your withdrawal fails, please first check the failure reason provided by the system on the withdrawal page, resolve the issue, and then try again.

In addition, due to stricter regulations in Japan, users in the Japan region should fill in the following in the withdrawal form:

(1) As required by the payment channel, please fill in your “First name” and “Last name” in English.

(2) Please fill in your detailed address, including town, street and house number. We recommend filling in your address in the following format:

“No. XXX, XXX Road, XXX Street”. Please note that if your street address only contains numbers, fill your address in the following format

instead: “XXX Town 1-2-1203” to prevent your order from being rejected.

(3) If you have chosen local withdrawal, the account name must be in Katakana or English. If you have chosen Swift transfer, the account name must be in English.

(4) The account name should be the same as your first name and last name, and both must be the cardholder’s real name. The language priority is as follows: English > Katakana.

After submitting a withdrawal request, the platform or channel will review the request. If the status of your withdrawal request is changed to “Approved”, the funds will be credited to your account in 1-5 working days.​

Please note:

The balance obtained from refunds due to failed top-ups or purchases cannot be withdrawn.

Only the earnings balance obtained from selling items can be withdrawn.

If you need the funds returned to the original payment method, please contact customer support.

The maximum amount for a single withdrawal is $2,000.

Withdrawals to a bank card require manual review.

You can withdraw up to 5 times per day, and no more than $20,000 per year.

In addition, more withdrawal methods are currently being explored — please stay tuned.

Payoneer is an international payment platform that services users around the world. It supports most bank transfers and third-party payment methods.

You can create a Payoneer account using your bank card. Then, make a withdrawal from your trading platform account to your Payoneer account, before transferring the funds from your Payoneer account to your bank card. However, certain charges will apply.

To make a withdrawal to your Payoneer account, follow these steps:

(1) Set up a Payoneer account.

(2) Follow the instructions on Payoneer and complete the identity verification process. Link your bank card or a third-party payment method to your Payoneer account.

(3) Go to the withdrawal page of the trading platform and link your platform account to your Payoneer account (requires login).

(4) Submit a withdrawal request and wait for the funds to be credited to your Payoneer account.

The remittance method of "Swift" is different from that of "Local". Swift is international telegraphic transfer, which has high cost and slow arrival of cross-border transfer. Local is for local remittance, with low cost and fast arrival. You are advised to transfer money in Local mode first.

Every withdrawal on the trading platform will be reviewed by the platform and the banks involved. The possible reasons for your withdrawal request to be rejected include:

(1) The bank information you have entered on the platform does not match with your information with the bank

(2) Your account is currently being restricted

If you have any question on withdrawals, go to Help Center -> Customer Service to contact us.

Bank Transfer: Minimum withdrawal amount vary by channel. The minimum for Airwallex is $50, and for Payoneer bank card withdrawals, the minimum ranges from $12 to $35. Please refer to the instructions on the withdrawal page for accurate information.

E-wallet: Minimum withdrawal amounts vary by channel. The minimum for Payoneer e-wallet withdrawals is $50. For other channels, please refer to the instructions on the withdrawal page.

Bank Transfer: Timeframes vary by channel. In general, after approval, bank transfers may take 1–5 business days to arrive.

E-wallet: Timeframes vary by channel. In general, after approval, e-wallet transfers can be remitted to your wallet account within 1 business day.

Fees by different payment channesl:

Payoneer e-wallet: 1% + $1, with a minimum fee of $2 per transaction. The actual fee is based on the calculated amount.

Payoneer bank transfer: 1% + a fixed fee (generally $3–$15 depending on the receiving bank. The fixed fee for Local transfers is typically $3, and for SWIFT transfers it's typically $15. It is recommended to use a bank card that supports Local transfers).

Airwallex bank transfer: 1% + a fixed fee (generally $2.5–$8 depending on the receiving bank. The fixed fee for Local transfers is typically $2.5, and for SWIFT transfers it's typically $8. It is recommended to use a bank card that supports Local transfers).

Please refer to the information shown on the withdrawal page for accurate details.

Note:

*If your withdrawal request involves any currency exchange, the banks may use their real-time exchange rates and additional fees may apply.

*Receiving banks may charge additional fees, such as bank fee or other fees. For more information, check with your bank.

*Please note that the trading platform does not collect any fees for a failed withdrawal request. Any fees incurred are charged by the payment channels or banks.

(1) The countries and regions that the platform currently supports for bank transfers (in alphabetical order):

Argentina, Australia, Austria, Belgium, Bosnia and Herzegovina, Brazil, Bulgaria, Cambodia, Canada, Chile, Colombia, Costa Rica, Croatia, Cyprus, Czech Republic, Denmark, Egypt, Estonia, Finland, France, Georgia, Germany, Greece, Guatemala, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy , Japan, Kazakhstan, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Mexico, Moldova, Morocco, Netherlands, New Zealand, North Macedonia, Norway, Pakistan, Panama, Peru, Philippines, Poland, Portugal, Romania, Serbia, Singapore, Slovakia, South Korea, Spain, Sweden, Switzerland, Thailand, Turkey, Ukraine, UAE, UK, USA, Uruguay, Vietnam.

(2) The countries and regions that the platform currently supports for Payoneer withdrawals:

Usually world-wide, subject to change based on actual situation.