Help centre
Fixes for the usual problems
Start with the topic that matches your situation. Most issues are resolved by the order page before you need to write to support.
Track an order
Every order has a trade number that starts with SG. Open the order page with the order number and the email you used at checkout.
- 1.Go to the order lookup page
- 2.Enter the SG order number and the purchase email together
- 3.Open the order page to see payment, delivery and refund status
Payment shows as pending
A checkout session stays open for about 31 minutes. If you closed the page before paying, the order stays pending and you can simply start a new order.
- 1.Check that your card was not charged in your bank app
- 2.Return to the product and start a fresh checkout if you still want the top-up
- 3.If you were charged and the order is still pending, email support with the order number
Delivery is taking longer than expected
Automatic codes land in 1 to 3 minutes; manual top-ups take 5 to 30 minutes during support hours. A restock queue releases deliveries automatically in payment order.
- 1.Reload the order page; it refreshes itself while a delivery is open
- 2.Check your spam folder for the order email
- 3.If the status has not changed after 30 minutes, email support
Request a refund
Failed top-ups, duplicate charges and undeliverable orders are refunded in full. Refunds return to the original payment method.
- 1.Open the order page and note the order number
- 2.Email support with the order number and what went wrong
- 3.Wait for the refund confirmation email; the order page shows the refund status
Contact support
Email support@supergrok.lol with your order number, the purchase email and a short description. Never send account passwords.