Frequently Asked Questions

Four steps:

1. Choose your pack.
2. Log in with a link sent by e-mail and enter your Player ID.
3. Pay in advance with Tikkie (iDEAL) or by bank transfer.
4. We deliver and you follow the status.

1. Open the settings: in the main menu, tap the gear icon (Settings).
2. In your profile you see “Governor Account”: your 19-digit Player ID.
3. Copy the ID with the button next to it.

Your server is listed below it.Does it show as “Empire #081”? Then enter 81.

Check the ID carefully.We cannot reverse a delivery to a wrong ID.

You log in with a link we send by e-mail.The link works once and for 15 minutes.

This way you do not have to think up a password.We never ask for your password or your game login.

No. You only order for your own player account.

When ordering you confirm that the Player ID is yours.We cannot reverse a delivery to another ID.

Per Player ID we deliver at most 100 units per 24 hours, all packs together.

Bigger packs mean fewer deliveries: 2 × 4,999 counts for 2 of your 100, 20 × 499 for 20.

A different quantity? A custom order is possible, via WhatsApp or e-mail.For a custom order you receive a quote with the total price and a delivery schedule beforehand.

The price of a pack is the same for every quantity.There is no volume discount.

Do you live in the Netherlands?Then you pay with Tikkie (iDEAL).

We send a payment request from our account at ABN AMRO.We see your payment straight away and start the delivery.

Do you live in another European country?Then you pay by SEPA transfer to our business account.

Put your order number in the reference and pay from an account in your own name.We check the payment manually; this takes 1 to 2 working days.

Do you live outside Europe?Then you pay by international bank transfer to our account at ABN AMRO.

You receive the same bank details as above.Your own bank may charge fees and it can take longer.You always pay in euros.

Tikkie is a payment request through your own bank (iDEAL).You open the link, pick your bank and confirm in your banking app.

For this you need a Dutch bank account.

You have 1 day for a Tikkie payment and 7 days for a bank transfer.After that the order expires.

You can then order again.

Do you live in the Netherlands?Then you pay with Tikkie (iDEAL).

Do you live in another European country?Then you pay by SEPA transfer.

Do you live outside Europe?Then you pay by international bank transfer.

We do not process card details ourselves.

PayPal, paying in instalments and paying later are not possible.

Yes, you receive an invoice with VAT.You get it by e-mail after your order has been delivered.

You can also download it on your order page.

Yes. For customers in the Netherlands and the other EU countries, the price includes 21% Dutch VAT.Until 1 January 2027 we also charge this to customers in the other EU countries.From 1 January 2027 we plan to charge the VAT rate of your country (One-Stop Shop).

Outside the EU the price stays the same, but the invoice shows no Dutch VAT.It says: “VAT not applicable: place of supply outside the EU”.Your country may charge its own taxes or fees; we do not collect or pay those.

We ask for your country before we quote a price.It decides which VAT rules apply and whether we can deliver there.

We deliver one unit at a time, usually 5 to 15 minutes per unit.If you order 5 units, expect about 25 minutes to 1 hour and 15 minutes.

You see the estimated duration with your order.Manual review or extra verification can delay delivery.

On your order page (also via My account) you see the steps.You also see how many units have been delivered.

The page refreshes by itself.You do not have to do anything.

First check the status of your order.If it says “Being delivered” or “Delayed”, we keep delivering automatically.

Not resolved after 1 working day?Contact us with your order number.

You can withdraw from your agreement within 14 days without giving a reason.This only works as long as delivery has not started.

Delivery starts right after payment, which you expressly agree to when ordering.So your right of withdrawal ends as soon as delivery has started.

Your statutory rights always remain.For example if nothing or too little is delivered.

A failed or delayed unit we deliver again.This is automatic and costs you nothing extra.

Does that not work within 3 working days of your payment?Then we refund the part that was not delivered.

That is the number of undelivered units × the price per unit.We pay it back to the account you paid from.

This happens without undue delay and within 14 days.What has already been delivered stays yours.

Contact us about this with your order number.

Contact us as soon as possible.We cannot reverse a delivery to a wrong ID.

We will see what is still possible.

This can be because of an incorrect Player ID or server.A country we do not deliver to can also be the reason.

Or you have reached the maximum per order.Or the limit of 100 units per 24 hours.

The message says why.Do you not understand it? Contact us.

We are a Dutch company (KVK 42167382).You pay through your own bank to our business account.

Top-up Harbor is not affiliated with any game developer, publisher or platform.

We deliver to the following countries:

You choose your country when ordering.The United Kingdom follows once our UK VAT registration is complete.We do not deliver to countries under international sanctions.Is your country not on the list? Contact us; in some cases we can deliver manually.

Yes, you must be 18 or older.You confirm this when ordering.

By WhatsApp, e-mail or phone, from 9:00 to 22:00 (Dutch time).We reply within 1 working day. Include your order number.

Only what is needed to fulfil your order.Read the privacy policy for the details.