Contact
Ways to reach us
Which channel for which question
| Question | Where | What you need |
|---|---|---|
| Payment went through, nothing delivered | Telegram | Order number and date |
| Refund request | Order number, payment method | |
| Order held for review | Telegram | Order number |
| Receipt or proof of payment | Date and amount | |
| Formal complaint or dispute | Written statement, documents | |
| Partnerships and API | A description of your project |
Response times
- Telegram support
- usually minutes, up to an hour at peak times
- within 1 working day
- Refund request
- reviewed within 3 working days
- Formal complaint
- written reply within 15 days
Times are counted in working days. Telegram support runs at weekends and on public holidays; formal enquiries are handled on the next working day.
What to include in your message
Send all of this at once and the matter is usually settled in a single step, with no back-and-forth.
- The order number — from your history in the bot.
- The date and time of the order.
- The payment method: which card or wallet.
- What you expected and what actually happened — two sentences is enough.
- A screenshot from the game or your banking app, if it helps.
Company details
- Brand
- GemPay
Not filled in yet: tashkiliy-huquqiy shakl (MChJ / YATT), rasmiy nom, STIR (INN), yuridik manzil.
FAQ
FAQ
Which channel answers fastest?
Telegram support: https://t.me/StarsPaymeeSupport. Your order history is there too, so the agent sees the situation straight away. Include the order number in your message.
Can I call you?
Yes, the number is on this page. For technical questions about an order Telegram is quicker though — it is easier to send the order number and a screenshot there.
How do I file a formal complaint?
Send a written statement by email: order number, date, amount and what you are asking for. Complaints are reviewed within 15 days and answered in writing.
Can I trust someone messaging me on GemPay's behalf?
Only the official channels: https://t.me/StarsPaymeeSupport and the @Gempayuz_bot bot. Other accounts have nothing to do with GemPay. Nobody will ever ask you for an SMS code or a password.