Frequently Asked Questions

 

❓ CardPlusPlay Frequently Asked Questions (FAQ)

👤 Registration & Accounts

  1. Do I need an account to purchase products?
    Yes, you must register on the platform to create a personal account through which you can complete purchases, contact support, track orders, and use the wallet.
  2. Can I change my email or account information?
    Yes, you can update your personal details via the "Account Settings" page. However, to change your email address or username, you need to submit a support ticket explaining the reason and provide the new information. Changes will be approved after verification of identity and data.
  3. Are there any fees for creating an account?
    No, creating an account is completely free.

 

🛒 Purchasing & Orders
4. How do I buy a product on the platform?
It’s simple:

  1. Log in to your account
  2. Select the desired product
  3. Click the "Buy" button
  4. Complete the payment through your wallet
    Note: You must first top up your wallet balance before making a purchase.
  5. What types of products are available?
    The platform offers game cards, digital store cards, digital bank top-ups, and various other digital products and services from multiple sellers.
  6. What is the difference between instant and manual products?
  • Instant products: Delivered automatically immediately after payment.
  • Manual products: Require seller intervention and are delivered within a specified time. They are automatically canceled if not delivered within 30 minutes.

 

💳 Payment & Wallet
7. What payment methods are available?

  • Electronic payments via approved gateways, which will appear when you start topping up your wallet.
  • Payment in Sudanese Pounds (electronically or via manual receipt).
  1. Can I refund the wallet top-up amount?
    No, wallet top-up balances are non-refundable and can only be used for purchases within the platform.
  2. Is there a specific currency for purchases?
    You can top up your wallet in US Dollars and cryptocurrencies. However, amounts are converted into Sudanese Pounds inside the wallet based on the local exchange rate, which is updated regularly.

 

🚚 Delivery & Receipt
10. When will I receive my product after purchase?

  • Instant products: Immediately after payment
  • Manual products: Within the timeframe set by the seller, or automatically canceled after 30 minutes if not delivered
  1. How do I receive the products?
    The product will be displayed on the order page inside your account. You can download or copy it depending on its type.

 

💰 Returns & Refunds
12. Can I request a refund after purchase?
Refunds are only possible if there is an issue with the order. The amount will be returned to your wallet after verifying the case.

  1. How do I request a refund or file a complaint?
    Start by opening a conversation on the order page between you and the seller. If the issue is not resolved, escalate it by filing a complaint for the support team to intervene.
  2. Can I withdraw wallet balance as cash?
    No, wallet balances cannot be withdrawn as cash. The balance can only be used within the platform.

 

🧾 Ticket System & Support
15. How do I contact technical support?
Via the ticket system, available only to registered users. Log in and open a new ticket regarding your issue.

  1. When will I receive a reply to my tickets?
    Usually within a few hours on the same day, from 9 AM to 9 PM Sudan time.

 

🧑‍💼 Sellers & Transactions
17. Who sells products on the platform?
Registered sellers on the platform. Trusted users can register as sellers to list their digital products.

  1. Are sellers verified?
    Yes, sellers’ identities and product quality are periodically verified.
  2. Is the platform responsible for product quality?
    Sellers are responsible for product quality. The platform ensures you receive the product as described and provides buyer protection through a dispute management system, allowing you to file complaints if there are issues.

 

⚖️ User Safety & Disputes
20. What should I do if I don’t receive the product or it is not as described?
Open a conversation within the order page to communicate with the seller. If unresolved, the support team will intervene.

  1. What is the dispute policy?
    Disputes start with direct communication with the seller. If the issue remains unresolved within a specified timeframe, the platform will make a final decision.

 

📌 Additional Information
22. Is there a referral or commission program?
Currently, there is no referral system, but it may be introduced later.

  1. Can the platform be used outside Sudan?
    Yes, anyone can register and purchase from anywhere, provided they comply with the platform’s terms and payment policies. Note that some payment methods may be limited based on the user’s country.




message goes here