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Frequently Asked Questions

Quick answers to common questions about ordering, delivery, and payment.

How long does delivery take?
Most orders are delivered within 30 seconds to 5 minutes after payment confirmation. During high-traffic periods or game publisher maintenance, delivery may take up to 24 hours. You'll see a 'Top-up complete' confirmation page once diamonds have been credited to your account.🇰🇭 ការដឹកជញ្ជូនភាគច្រើនត្រូវការពេលត្រឹមតែ 30 វិនាទីដល់ 5 នាទីប៉ុណ្ណោះ។
Is it safe to use NaNaTopUp?
Yes. We never ask for your password, OTP, or login credentials. We only need your public Player ID and Zone/Server ID, which is the same information you'd share when friending another player in-game. All payments are processed through Cambodia's official Bakong banking system (KHQR), not through third-party payment processors.🇰🇭 សុវត្ថិភាព 100% — យើងមិនដែលសុំពាក្យសម្ងាត់ ឬ OTP របស់អ្នកទេ។
What payment methods do you accept?
We accept all banks and e-wallets that support KHQR (Cambodia's national QR payment standard). This includes ABA Bank, Wing Bank, ACLEDA Bank, Sathapana Bank, Prince Bank, Vattanac Bank, Canadia Bank, J Trust Royal Bank, and any other Bakong member institution. Simply scan the QR code shown at checkout with your bank app.🇰🇭 យើងទទួលយក KHQR ពីគ្រប់ធនាគារ — ABA, Wing, ACLEDA, Sathapana, និងធនាគារផ្សេងៗ។
What if I entered the wrong Player ID?
We strongly recommend you verify your Player ID and Zone/Server before paying. After payment, our system immediately sends the top up to the ID you provided — we cannot reverse or transfer the delivery once it's been credited. If you realize the mistake before delivery, contact us on Telegram immediately and we'll try to cancel before processing.🇰🇭 សូមត្រួតពិនិត្យ Player ID របស់អ្នកមុនពេលទូទាត់ប្រាក់។
What if my top up wasn't delivered?
First, check your in-game mail and account balance — sometimes the delivery is instant but the in-game notification is delayed. If after 1 hour you still don't see your diamonds, contact us on Telegram with your order reference (TK-...). We'll investigate within 30 minutes. If we cannot deliver within 24 hours, we will refund your payment in full.🇰🇭 ប្រសិនបើមិនទទួលបានក្នុងរយៈពេល 1 ម៉ោង សូមទាក់ទងមកយើងតាម Telegram។
Can I top up an account from another country?
Yes. We support player accounts from Cambodia (KH), Singapore (SG), Malaysia (MY), Philippines (PH), Thailand (TH), and other Southeast Asian regions. Our system detects your account's region during ID verification and automatically picks the correct package — preventing cross-region delivery failures.🇰🇭 យើងគាំទ្រគណនីពីប្រទេសកម្ពុជា សិង្ហបុរី ម៉ាឡេស៊ី ហ្វីលីពីន និងថៃ។
Are the prices in USD or KHR?
All prices on our site are shown in US Dollars (USD). Your bank app will automatically convert to Khmer Riel (KHR) at the current exchange rate when you scan the KHQR code. The amount in KHR will be displayed on your bank app before you confirm the payment.🇰🇭 តម្លៃបង្ហាញជាដុល្លារ ហើយធនាគារនឹងបំប្លែងជារៀលដោយស្វ័យប្រវត្តិ។
Do you offer refunds?
Yes. Refunds are available in two cases: (1) the payment was received but the in-game currency was not delivered within 24 hours due to a system issue, or (2) the order was flagged for security review and rejected by our team. Once an order is successfully delivered, refunds are not available — please double-check your Player ID before confirming.🇰🇭 មានការសងប្រាក់វិញប្រសិនបើការដឹកជញ្ជូនបរាជ័យ ឬត្រូវបានគេបដិសេធដោយប្រព័ន្ធសុវត្ថិភាព។
How do I find my Player ID?
Each game shows the Player ID differently. In Mobile Legends, tap your avatar in the top-left of the lobby — the number under your name is your Player ID (e.g. 1234567890), and the small number in parentheses is your Zone/Server (e.g. 1234). In Free Fire, tap your profile icon, then look under your nickname for the User ID (8-11 digits).🇰🇭 Mobile Legends: ប៉ះរូបអ្នកនៅជ្រុងខាងលើ-ឆ្វេង។ Free Fire: ប៉ះរូបជីវប្រវត្តិរបស់អ្នក។
Why was my order flagged?
Our system uses fraud detection to protect both you and your customers. An order may be flagged if it's a first-time purchase from a new bank account, if the payment doesn't match the order amount exactly, or if the Player ID has been previously associated with disputes. Flagged orders are reviewed manually within 1 hour during business hours.🇰🇭 ការបញ្ជាទិញត្រូវបានទាញសម្គាល់ដើម្បីសុវត្ថិភាពនៃប្រតិបត្តិការ។
Do you have a Telegram channel for promotions?
Yes! Join our official Telegram channel at @nanatopup_com for daily diamond promotions, weekend bonuses, restock alerts, and customer support. We post game event announcements and special discount codes there as well.🇰🇭 ចូលរួមឆានែល Telegram របស់យើងសម្រាប់ការផ្តល់ជូននិងការជូនដំណឹង។
Can I become a reseller?
Yes, we have a reseller program for shop owners and high-volume buyers. Resellers get up to 15% discount on all packages, priority support, and a custom admin panel. Contact us on Telegram with your business details to apply. Minimum monthly volume is $300 in orders.🇰🇭 យើងមានកម្មវិធីអ្នកលក់បន្តសម្រាប់ហាងនិងអ្នកទិញតាមបរិមាណ។

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We typically respond within 30 minutes during business hours (8 AM – 10 PM Cambodia time) and within 24 hours otherwise.

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