Help center

No. KOT.GG is operated by KANGOTECH LTD, and we are responsible for product sales, order delivery, and after-sales support.

No. We sell digital codes, game or service top-ups, and other digital benefits. We do not ship physical cards or parcels. Each product page identifies its delivery method.

Yes. You may browse and choose product options first, but you must sign in before completing a purchase. Email sign-in links are supported, and Google, Discord, or passkey sign-in may also be available.

Check the product, value, platform, version, eligible region, account region, expiry, total price, and delivery method. For direct top-ups, also verify the UID, character name, and server.

Not necessarily. The issuer may still exclude particular countries, account regions, or servers. Follow the product page, important notices, and issuer rules.

Cards, Apple Pay, and Google Pay support TWD, USD, GBP, and CNY. Alipay supports CNY, while Amazon Pay supports USD and GBP. A method is available only when it is selectable at checkout.

It may not support your currency, device, or browser, or it may be temporarily unavailable. Apple Pay and Google Pay also require a compatible device, browser, and configured wallet.

Check the card details, balance, transaction limit, 3D Secure, and online or international payment settings. Avoid repeated attempts in a short period, which can trigger bank or platform risk controls, and try another method if necessary.

Refresh the order page and allow time for the provider's final result. Do not immediately place another order. If the status does not update, contact support with the order number, charge time, and payment evidence, but never send a full card number.

An unpaid order normally expires about 30 minutes after it is created. The order page shows its actual final status.

Open My orders and cancel the order while it is still awaiting payment. Any K' Point or coupon used on that unpaid order will become available again.

Resume payment continues the original order's payment flow. To use a different method, first cancel the order while it is still awaiting payment, then place a new order. An expired or cancelled order also requires a new order.

Pending payment means payment is not confirmed. Paid means the order is waiting for delivery. Fulfilling and Partially fulfilled mean delivery is underway. Completed means every item was delivered. Other statuses include Failed, Cancelled, Refunded, and Waiting on identity check while a review remains open.

In-stock codes with automatic delivery are normally ready as soon as payment is confirmed. Manual codes, manual top-ups, and external-supplier orders can take longer. Follow the product page and order status.

Sign in, open My orders, select the order, and choose to reveal the product. To protect digital goods, the code appears only after you explicitly confirm.

Check spam and the email address used to sign in. Complete codes are kept on your KOT.GG order page, so you can still review the product and delivery status even if an email is missing.

The product is treated as delivered once the code is revealed. Unless the product is faulty, incorrectly supplied, or the law provides otherwise, revealed products are not eligible for a voluntary change-of-mind refund.

First check the platform, region, entry format, and activation steps. If it still fails, contact support with the order number, time, complete error screen, and provider response. We will investigate and offer an appropriate remedy.

Depending on the product, we may need a player UID, character name, server, platform, or region. Copy the information from the in-game profile and complete the fields shown on the product page.

Contact support immediately if the order is still waiting. We cannot guarantee a change because automatic delivery may already have started.

If we correctly completed the top-up using the details you submitted, it is normally irreversible and not eligible for a voluntary refund. We will still investigate if we used different details or supplied the wrong product or amount.

Sign in to the game again and confirm the server and character. If it is still missing, contact support with the order number, UID, server, and relevant before-and-after screenshots.

We review duplicate charges, paid orders we cannot fulfil, non-delivery, invalid or previously used codes, incorrect products, top-up errors caused by us, and products materially inconsistent with their description.

If the product has not been revealed or delivered, contact support immediately to ask whether cancellation is still possible. Once it is revealed, delivered, redeemed, or topped up, an accidental purchase is normally not refundable.

Yes. Revealing a code limits change-of-mind refunds. If we confirm an invalid code, incorrect delivery, or a product that is not as described, we will provide replacement, redelivery, or another appropriate remedy based on the investigation and applicable law.

Not always. Depending on the issue, we may first troubleshoot, replace a code, redeliver, or correct the order. A price reduction or refund may apply if the issue cannot be resolved within a reasonable time.

Email [email protected] from the address used for your account. Include the order number, product, description, time, and relevant evidence. Do not reveal, redeem, or share the affected code while it is under review.

Refunds normally return to the original payment method. The K' Point portion is returned to your K' Point balance according to the refund result. Support will explain if the original method cannot receive a refund.

After we submit a refund, the payment provider and bank control the posting time, which commonly takes several business days. A refunded order status does not mean the bank has posted the funds immediately.

K' Point spent on the refunded portion is returned. K' Point, Level Points, or referral rewards earned from that order may be reversed. Coupons return when an unpaid order is cancelled; coupons on paid orders follow their campaign rules.

Confirm the email address and check spam. A magic link is single-use and valid for 30 minutes. Request a new link if the previous one has expired.

A passkey lets you sign in with Face ID, Touch ID, Windows Hello, or a security key instead of a traditional password. Add or remove passkeys from your account security settings.

Open your account security settings, review the active sessions, and choose to sign out other devices. If you suspect account access, also secure your email account immediately.

To prevent fraud, confirm payment authorization, and comply with applicable law, some accounts or orders may require identity verification through Didit. Related orders may remain on hold during review.

The KOT.GG application is not intended to store document images or face scans held by Didit. We receive the verification result and a limited encrypted summary needed for review and audit.

No. Never give anyone a passkey, magic link, one-time code, full payment-card number, or reusable game-account password.

Confirm that the site is on kot.gg and the support address is [email protected]. Treat any request to buy gift cards, send a code to a third party, or disclose a sign-in code as high risk.

Eligible completed purchases can earn K' Point according to the product, membership tier, and current campaign rules. Referrals and selected promotions may also award points.

Choose how much K' Point to redeem at checkout. The available limit, redemption value, and whether points can be combined with a coupon are shown under the current rules.

No. K' Point is a promotional loyalty point, not money or electronic money, and cannot be sold, transferred, or withdrawn.

K' Point currently has no single automatic expiry rule, and your account page shows the available balance. If a specific promotion has a time limit, its campaign terms will explain it.

Your tier is based on Level Points from eligible orders. The fixed membership cycle runs from September 1 to August 31 in Taipei time. Refunds may reverse points and affect a later tier.

When a friend uses your referral code and completes their first order that meets the current minimum and other conditions, K' Point is awarded under the campaign rules. A later refund may reverse the related reward.

Taiwan e-invoices currently support only orders charged in TWD. Select the invoice option before payment and enter a valid mobile barcode carrier.

Not currently. Checkout supports B2C mobile barcode carriers but does not currently accept a business tax-ID invoice request.

The e-invoice is issued after every item in the order has been successfully delivered and is saved to the mobile barcode supplied at checkout. You can review its status on the order page.

A refund does not automatically update an issued e-invoice. Support will review whether a manual void or allowance is required for the refund. Contact us if you need to confirm the invoice document or status.

Email [email protected] from the address used for your account. For a purchase issue, include the order number, what happened, when it happened, and any necessary screenshots.

Cases are handled in order, with priority given to paid but undelivered orders, payment problems, and unusable products. Keep the same issue in one email thread so duplicate messages do not delay the investigation.