In what circumstances KALEOZ will cover a buyer's purchase: The buyer didn't receive their order such as products/services as ordered. The buyer received a product/service that is significantly different from its description. How do I get a refund? All sales are final, and refund requests will not be entertained unless any of the above circumstances occur. The buyer shall report the same to KALEOZ within 72 hours upon delivery of the products/services. Upon investigation by KALEOZ, the decision of which shall be conclusive and final, a refund may be processed if the report made is valid and true. The refund shall be made to the buyer within 14 working days depending on the type of payment method you use. KALEOZ does not cover the following: Buyers have validated and confirmed the receipt of the order. Buyer's remorse. Any transactions made outside of KALEOZ online marketplace. Any changes/updates by the Official Game Developer or Game Publisher after delivery is successfully c

Users are allowed to update their profile data HERE. Click “Edit” to modify the details and then “Save” once you’re done.

1. Why is my payment attempts failed? Kindly note that our system uses a fraud solution to manage our credit card payments via Stripe. This solution uses AI and machine learning algorithms to determine whether accepting the payment is safe. The payment tends to fail/decline if our system detects a higher risk. 2. My payment goes through on the first order but is declined for the following order. Why was that?Due to circumstances beyond our control, our system tends to let your first credit/debit card payment get passed it much more easily.  If you managed to pay your first order but failed to make consecutive payments, we would advise you not to try more than 3 times of payment attempts in a short period of time after being rejected. This is to avoid being blocked by the system after a frequently failed payment. 3. What can I do to increase the chances of payment going through?Kindly verify your phone number and billing address first. Doing so will raise the chance

It's possible that the payment you're referring to has been stopped by the payment source. When a payment is stopped, it may be a pattern associated with a higher-than-normal risk detected by the internal security system. Failed payment may be caused by one of the reasons below: Insufficient balance in your bank account/card. Incorrect payment details entered.Payment might not be able to proceed if the mobile number is unverified.  Payment limit reached. You are advised to use alternative payment methods available by selecting your country. Declined by the bank. Contact the respective bank to inquire about the issue. If you still have issues with your payment, try using different payment methods. If you wish to further check on your payment issue, please contact KALEOZ Support via Kchat.

If you were charged more than the merchant's total price when using a credit/debit card to pay for an order, there could be several reasons for this discrepancy. Here are some common explanations: Foreign Transaction Fees: If you made a purchase in a currency different from your card's native currency, your bank might charge a foreign transaction fee. This fee is usually a percentage of the transaction amount. Bank Fees: Some banks may charge fees for specific types of transactions or for using certain types of cards. Review your bank's fee schedule for more information. To resolve the issue, you should take the following steps: Check Transaction Details: Review the details of the transaction, including any email receipts or confirmation pages, to understand the charges better. Contact the Merchant: Reach out to us directly to inquire about the charges and seek clarification. Contact Your Bank: If the issue persists, contact your bank to discuss the charges and ask for an explanat

Touch 'n Go eWallet is a Malaysian digital wallet and online payment platform. Go cashless with simple, fast, and secure transactions in just minutes with TnG.Touch 'n Go eWallet on KALEOZ is only available for Malaysians using MYR currency. It cannot be used for topping up your KALEOZ balance. Follow the simple steps below to pay with TnG: Step 1: Choose your products in KALEOZ and then click "Pay Now" to be directed to the next page. Step 2: On the checkout page, look for the "Online Payment" section and select "Touch n Go eWallet" as your preferred payment method, then select "Pay now". Step 3: The QR code will be displayed as example below. Launch your TNG eWallet app and tap 'Scan' icon to scan the QR code. Step 4: Tap on "Pay" and then key in your 6-digits TnG transaction PIN to complete the payment. Step 5: Once the payment is complete, you will be redirected back to the Payment Information page. You can check your order status by clicking on "My Orders" as shown in the pic

You can try reaching out to the seller via Kchat for order fulfillment. If the seller doesn't respond, please click "Request Refund" on the order details page. Should the seller refuse to issue a refund, you may escalate the issue to the KALEOZ Support Team for further investigation. Notes: Buyers have a 72-hour window to dispute an order marked as "Waiting Confirmation." If no action is taken within that period, the order will automatically be marked as successfully delivered. How to Request a Refund for a "Waiting Confirmation" Order: Step 1: Go to the "My Orders" page and click on the order number (e.g., KXXXXXXX) to open the order details.Step 2: Initiate the refund process by clicking on "Request Refund".Step 3: Select your refund reason and provide additional details about your refund request in the "Refund Description" field, then click "Submit Refund Request". Step 4: After submitting the refund request, the seller has 24 hours to respond. If there is no respon

Step 1: Login to your account at SEAGM and go to "My Profile". Step 2: Click on the disconnect icon to unlink your SNS account. Step 3: Re-login to your account on KALEOZ with the registered email address. Alternatively, you may contact KALEOZ Support for further assistance.

It may be a system delay issue that the payment sometimes might be stuck/delayed. Kindly contact our KALEOZ Support to capture the payment. Once your payment has been captured, your order will be paid automatically. 

Step 1: Login to your KALEOZ account, then go to "My Profile". Step 2: Under User Information, click "Set Mobile Phone".Step 3: Choose your Country/Region and enter a valid phone number. Click "send verification SMS" and wait for the verification code message on your phone.Step 4: Enter the verification code and click "Verify mobile phone number".Step 5: Congrats, you've completed the phone number verification step.Kindly contact our KALEOZ Support for further assistance if you're facing any problems.

You may not be able to access your account due to the following reasons:1. You forgot your login details or it says "Invalid login email or password" when attempting to login.You can reset your password to keep your account secure. 2. Your account is locked due to many failed login attempts. If you can’t remember your password, please contact our KALEOZ Support team for assistance in unlocking your account. Once your account is unlocked, you can reset your password to help keep your account secure.3. You tried to reset the password, but it says "Account was suspended. Please contact KALEOZ Support if this was a mistake"This is just a temporary suspension of your account, you can file a request to a KALEOZ Support officer to unsuspend your account. However, KALEOZ reserves the right to suspend or block access to and use of the services for any offenses and for any length of time.

For any inquiries about this, we advise that you contact the seller through Kchat to check about bonus eligibility before purchasing.

Of course! If you would like to sell a product or service for a specific game but it is not listed on our website, just tell us! Please contact our KALEOZ support team via Kchat or email us at [email protected] and provide us the URL to the official game site of the product/service you'd like to sell.

You must complete verification in accordance with the regulations, and only verified sellers can conduct product sales services.Please feel free to reach out to KALEOZ Support or email us at [email protected] with any further comments, concerns, or suggestions you wish to share.  You may chat with KALEOZ Support for further assistance.

Kaleoz Account Security & Recovery Guide Protect your account and recover it safely in the event of a security breach. In today's digital age, online security is more important than ever. With the increasing number of cyber threats, it is important to take proactive measures to protect your accounts. This guide is designed to help you strengthen the security of your Kaleoz account and recover it in the event of a security breach. 1. Tips to Secure Your Email Address Since your email address may be used to access or recover your Kaleoz account, securing your email account is an important first step. Email Security Checklist Create a strong and unique password Use a combination of uppercase and lowercase letters, numbers, and

You can request a cancellation or refund for orders that have been paid for but are not completed, delivered, or disputed. 1. Where can I request a refund and what do I need to know? You can contact our KALEOZ Support via KaleozChat to provide your payment information. We will process the refund immediately upon your request. Refunds can only be sent back to the original payment method used for the transaction (bank account or card issuer). Fees associated with the original charge are non-refundable. Refunds cannot be sent to a different destination, such as another card or bank account. Once the refund has been initiated, it cannot be cancelled. Refunds typically take approximately 5–10 business days to be credited, depending on your bank. Stripe will send you an email notification once the refund has been processed. 2. How do I track my refund? You can request the Acquirer Reference Number (ARN) from our KALEOZ Support team via KaleozChat to track your refund. An ARN is a unique n

1. Offline Payment Method - Fund Transfer via Internet Banking/ATM/CDM If your funds have been successfully debited from your bank account or cash has been transferred, please save or take a screenshot of the payment receipt as proof. Contact our Kaleoz Support via LiveChat immediately to claim your order payment. All manual transfer payments require contacting our support team to proceed with order collection. 2. Online Payment Method - Credit/Debit Card, Cryptocurrency, E-wallets, etc. If your payment was successfully deducted but your Kaleoz order status under "My Orders" remains unpaid or expired, the possible reasons are: (a) Pre-Authorized Payments (Failed Transactions) Your bank may temporarily hold the payment while waiting for confirmation from the merchant. If our Kaleoz Support confirms the transaction was unsuccessful, the payment should be returned to your account within a few days, depending on your bank’s processing time. (b) Payment Processing Delays Some payments

Yes. You may request one from the seller, but invoice availability depends on the seller. Please contact the seller via Kchat before placing your order to confirm.