Support hours and channels
Support is active daily from 08:00–24:00 WIB (UTC+7), including weekends. WhatsApp 085155001880 is the primary channel; [email protected] is secondary. Messages outside active hours are answered during the next active hours. Live chat is for simple questions and is not a transaction-resolution channel.
Evidence to prepare
Include the account email, Melostore transaction reference and buyer_trx_id if available, SKU, target/server/region, transaction time, issue description, and relevant end-user screenshots or evidence. Deposit issues require the payment reference and transfer receipt. Redact irrelevant information. Never send passwords, OTPs, API Keys, Secret Keys, or Webhook Secrets.
Complaint and resolution limits
Submit complaints within 3 × 24 hours of the transaction. The resolution limit is 7 × 24 hours after a complete report is received. An initial response or request for evidence is not a final decision. Incorrect-product cases follow the provider's investigation and decision; a claim does not guarantee a refund.
Follow-up and escalation
For ongoing orders, support helps follow up with providers upon request; orders already being processed cannot be cancelled. Use the same case reference and conversation thread for follow-up. Request further escalation through WhatsApp or email with earlier evidence so the investigation remains connected.
Privacy and restricted accounts
Account deletion requests go to [email protected]; administrative and transactional records remain retained under the privacy policy. For restricted accounts or frozen balance, request clarification through official channels. A final decision follows investigation. Complaint and legal remedies that must remain available by law are preserved.
These terms are subject to Indonesian law and do not override rights or obligations that apply mandatorily under law.
Contact support
Daily, 08:00–24:00 WIB (UTC+7). WhatsApp is the primary issue-resolution channel; email is secondary. Messages outside these hours are answered during the next active hours. Live chat is for simple questions only.