LoongBuy FAQ: Common Questions Answered
Welcome to the LoongBuy FAQ hub. This guide answers the most frequently asked questions about account management, payment processing, order issues, and more, providing quick solutions and directing you to the right support channels.
Account Issues
How do I reset my password?
If you've forgotten your password, click the "Forgot Password" link on the LoongBuy login page. Enter your registered email address to receive a password reset link. Follow the instructions in the email to create a new secure password.
Why can't I verify my email address?
First, check your spam or junk folder for the verification email. If it's not there, ensure you entered the correct email address during registration. You can also request a new verification email from your account dashboard. If problems persist, contact support
Payment Failures & Recharge Issues
Why was my payment declined?
Payment failures on LoongBuy can occur for several reasons:
- Insufficient funds in your bank account or on your card.
- Your bank or card issuer is declining the international transaction (common for cross-border purchases).
- Incorrect card details (e.g., wrong CVV, expired card, mismatched billing address).
How to fix it:
What should I do if my recharge is not showing in my account balance?
Recharges are usually processed instantly. If your balance hasn't updated:
- Refresh the page:
- Check your email:
- Transaction History:
- Check your email:
If the problem continues for more than an hour, please reach out to our support team with your transaction ID for a prompt resolution.
Out-of-Stock & Missing Items
What happens if an item in my order goes out of stock?
LoongBuy's system updates inventory in real-time, but occasionally an item may sell out just before you complete your purchase. If this happens:
- You will be notified via email if an item in a placed order becomes unavailable.
- You will receive a full refund for the out-of-stock item(s). The rest of your order will ship as normal.
- You can use the "Notify Me" feature on the product page to get an alert when it's back in stock.
I received my package, but an item is missing. What do I do?
If your package is incomplete, please first check your order summary in your account to confirm the item was included in the shipment. If it was but is physically missing from the box:
- Inspect all packaging materials, as small items can sometimes be overlooked.
- Report the issue to our Help Center
- Provide your order number and a description of the missing product. Our support team will investigate with logistics and resolve the issue for you, either by shipping the missing item or issuing a refund.
Order & Shipping
How can I track my order?
Once your order ships, you will receive a confirmation email containing your tracking number and a link to the carrier's website. You can also view this information by logging into your account and navigating to "My Orders."
Can I cancel or change my order after placing it?
You can cancel or modify your order only within a short window after placement, before it enters the packaging process. Immediately go to "My Orders" to see if the "Cancel" option is available. If it is greyed out, your order is already being processed and cannot be changed. In this case, you can refuse delivery or initiate a return upon receipt.
Getting Further Help
For questions not covered in this FAQ, our dedicated LoongBuy SupportHelp Center