Experiencing a failed payment or a missing recharge? The CNFANS support team is here to assist. Follow this guide to report your issue effectively and provide the right documentation for a swift resolution.
Immediate Steps to Take
If your transaction was unsuccessful, we recommend:
- Wait a few minutes
- Check your payment method
- Take a screenshot
- Check your payment method
How to Contact CNFANS Support
To ensure your issue is handled quickly, please use one of these official channels:
1. In-App/Website Support Ticket (Recommended)
- Log into your CNFANS account.
- Navigate to "Help Center""Contact Support".
- Select the category "Payment & Billing Issues".
- Fill out the form with detailed information.
2. Email Support
Send a detailed email to: [email protected]. Use the subject line: "Payment Issue: [Your Username/Account ID]".
3. Live Chat
Look for the live chat icon (typically in the bottom-right corner of the website or app). An agent can provide real-time initial assistance.
Essential Documentation for a Fast Resolution
To help our team investigate quickly, please provide the following when you contact us:
| Information Needed | Where to Find It | Why It's Important |
|---|---|---|
| Your CNFANS Username/ID | Your account profile page. | Identifies your account instantly. |
| Transaction Date & Time (with Timezone) | Your transaction history or bank statement. | Helps us locate the specific transaction log. |
| Transaction/Order Number | From the transaction confirmation screen or email. | The unique reference for your payment attempt. |
| Screenshots of the Error | The screen showing the failed payment message. | Provides visual proof of the issue encountered. |
| Payment Method & Last 4 Digits | e.g., Visa **** 4567, PayPal (email). | Allows verification against payment gateway records. |
| Bank/Payment Provider Statement Screenshot | Your bank app/statement (mask sensitive full details). | Confirms if the charge was processed or reversed. |
What Happens After You Report?
- Automated Reply:
- Team Investigation:
- Update Request:
- Resolution:
- Team Investigation:
Tips for a Smooth Experience
- Be precise:
- Attach all documents upfront:
- Keep your ticket number safe:
- Attach all documents upfront:
Our goal is to resolve your payment discrepancy as quickly as possible. Thank you for your cooperation.