When a top-up seems to be missing, the most useful next step is to connect the complaint to one identifiable order. A bank notification, a store receipt and an in-game balance screenshot answer different questions. Keep them separate so you can explain what was paid, what the seller recorded and what the game currently shows.

This checklist focuses on preparing evidence after a problem. For recipient and checkout checks before paying, use the Free Fire top-up guide.

Identify the order before trying again

Write down where you paid, the date and time, the package and any order reference available. If you made several purchases close together, give each a separate entry. Do not combine two small orders into one larger amount in your description: support needs to distinguish transactions, even when the total looks equivalent.

Check the actual purchase status shown by the platform you used. Garena's regional missing-diamonds FAQ starts by asking players to confirm that payment completed and to check the payment receipt. Processing expectations depend on the payment route; follow the instructions applicable to your own purchase rather than a time estimate copied from another region.

Locate the receipt in the purchasing account

Search the mailbox used for that purchase and the seller or app store's own order history. The game login and the purchasing account may not be the same identity. If someone else legitimately paid for you, ask that person to retrieve the order record through their own account; do not request their password.

Garena's missing-diamonds ticket guidance specifically asks for a screenshot of the payment receipt. A screenshot of the empty diamond balance alone does not replace that evidence. If you cannot find a receipt, describe which purchasing account and order-history view you checked, then seek help from the actual payment platform.

Build one readable evidence packet

  • Order reference, purchase date, package and currency as displayed.
  • Receipt or official order record for that exact transaction.
  • Recipient UID, checked against the player-ID guide.
  • The current purchase status and exact error, if any.
  • A short account of what arrived and what is missing.

Keep original files privately. For submitted copies, protect unrelated transactions and unnecessary financial details while retaining the fields support requests. Never alter the order number, amount or status to make separate documents match.

Send the issue through the appropriate route

Garena's request guide includes a Payment Issue category and says the form asks for the required information. Use the support options relevant to your game region and purchase channel. Follow up with the existing reference so your new evidence remains attached to the same history.

If a later notice shows a reversal or a negative balance, switch to the negative-diamonds checklist. Keep that development distinct from the original missing-delivery report. A clear record helps the responsible support team investigate; it does not guarantee a delivery, refund or deadline.