Recharge and Withdrawal FAQ

Dear users of boomlive, in order to let you clearly understand the recharge and withdrawal process of the platform, and help you deal with problems more efficiently, we have summarized the Recharge and Withdrawal FAQ. Please read it carefully.

If you encounter the following situations, please follow the format requirements to send an email to boomlive@boomplay.com

1. Recharge FAQ

1.1 Current recharge channel

At present, you can recharge with Google Pay, Apple Pay, Boomplay official website and Boomplay App.

The recharge channels in each country are as follows:

1.2 Recharge has not arrived

There may be a recharge failure. You can check through the account app you have bound to find the deduction record, or you can consult the bank to confirm the deduction record.

If there is indeed a situation that the payment has not been received, please send an email to boomlive mailbox, the email format is below.

(Note: SMS received by phone and screenshot of recharge record in Boomplay App are not accepted)

And we will reissue the unissued Bcoins after verification.

Email format:

Email Title: Recharge not received

Email Content:

BOOM ID:

Recharge Amount:

Recharge Time:

Recharge Channel:

(The attachment is a screenshot of the order that has been successfully paid by the account)

1.3 Received two deduction information after recharging once

There may be cases where the bank sends the message twice by mistake, you can find the order details in the payment account app to check the specific number of deductions.

(For example, pay for an order through Apple Pay, you can visit the website reportaproblem.apple.com to view, and this way can also find the order: Apple Store -> Account -> Account Setting -> Purchase Record)

If you have indeed debited twice and received only one Bcoins order, you can send a screenshot of the order to boomlive mailbox, and we will reissue the remaining Bcoins.

2. Withdrawal FAQ

2.1 How to withdraw

Withdrawal channel:

Live Centre -> My Wallet -> Bstars -> Withdraw -> Connect your payment account -> Apply the Withdrawal request -> Waiting for approval ( 7 working days) -> Withdraw successfully

Note:

1. Only hosts can withdraw Bstars.

2. One can only withdraw under $500 each time.

3. If you have a withdrawal request under approval, you can’t apply for a new one.

2.2 Why can't I withdraw cash

Different withdrawal channels have different minimum thresholds, and you can’t withdraw if you do not meet the minimum requirement.

(For example, the minimum withdrawal of Mpesa is $0.2, and the minimum withdrawal of Payoneer is $50)

You can withdraw up to $500 at a time.

2.3 Withdrawal has not arrived

Case 1: the withdrawal application you submitted is still under reviewing, the withdrawal process generally takes seven working days.

Case 2: There is a problem with the account you provided that prevents the remittance operation.

Case 3: The withdrawal information is filled in incorrectly, and the money is transferred to someone else’s account. (This situation is a personal error and the individual is responsible)

2.4 How to withdraw the withdrawal application

If you want to cancel the withdrawal request, please send an email to the staff as soon as possible to explain the cancellation request.

Once the withdrawal application enters the approval process, it cannot be canceled.

Note: Please carefully confirm all the information when filling in the withdrawal information, so as not to cause unnecessary trouble due to incorrect information.

Email format:

Email Title: Cancel Withdrawal Request

Email Content:

BOOM ID:

Withdrawal Amount:

Withdrawal Date:

Reason For Cancellation:

Wrong Information:

Change To:

(Note: If the reason for canceling the withdrawal is that the information is filled in incorrectly, please submit the information that needs to be modified, and we will help you to change it)