Explanation about Payment Error and When to Expect Your REDMAGIC 5G

Hi REDMAGIC Fans,

Thank you everyone for your support and excitement for the REDMAGIC 5G! Even our systems and logistics couldn’t be prepared for that level of orders.

Customers Experiencing Payment Issues

As some of you have experienced or may still be experiencing, our payment gateway has faced some issues related to users’ payments. We apologize to the customers experiencing this issue and thank you for your patience so far. This problem is happening due to the high amount of orders suddenly going through our website and overwhelming our payment gateway, which then started blocking payments. Unfortunately, some customers who have tried multiple times to complete the purchase unknowingly exceeded the system’s limit for attempted payments. These customers were then flagged by our system, which has blocked those accounts from making payments as a security measure. 

We are currently working diligently to help these individuals and to optimize the payment gateway so that other customers in the future will not experience this issue.

Recommended Solutions for the Payment Issue

 At this time, we recommend to customers who experience their payment being blocked to please first try to use a different credit card, bank card, or to try using PayPal. If you have tried a different credit card, bank card, or Paypal, then please contact us for further assistance by emailing payment-issue@redmagic.gg.

When emailing payment-issue@redmagic.gg, it is recommended by our service provider that you please provide the following information in order to clear up the payment process. 

 

*  A picture of the credit card front showing only the first 6 and last 4 digits of the  credit card and the card holder’s name.

*  Photo proof of identity, such as an ID card or passport.

*  Email address you are planning to order with.

 

After the required information has been shared with REDMAGIC, it may take up to 48 hours to review. All information shared with REDMAGIC will be confidential and will not be stored. It will be used solely for the purpose of helping to rectify the Payment Error. 

Updated Shipping Timeline

For customers who are waiting for their tracking number, your tracking number will be emailed to you after your order has been processed. Please refer to the following information below to learn more about when you can expect to receive your tracking number based on the Online Store you purchased from.

*Note* Delivery timelines may vary or be delayed due to changing shipping restrictions and regulations being placed to combat the ongoing COVID-19 pandemic.

 

European Union and United Kingdom

• Standard Shipping requires 2 business days to process and 10 - 25 business days for delivery. 
• Priority Shipping requires 1 business day to process and 2 - 7business days for delivery. 

 

 

United States

• Standard Shipping requires 2-3 business days to process and 10 - 25 business days for delivery. 
• Priority Shipping requires 1-2 business  days to process and 2 - 5 business days for delivery. 

 

 

Canada

• Shipping requires 1-2 business days to process and 2 - 5 business days for delivery. 

 

 

Asia Pacific and Middle East

• Standard shipping requires 2 business days to process and 5 - 25  business days for delivery. 
• Priority Shipping requires 1 business day to process and 2- 5 business days for delivery. 

 

 

Customs Clearance Issue

For customers being asked to provide information to clear their REDMAGIC 5G through customs, please contact our Customer Support Team by emailing support@redmagic.gg. They will work with you to solve this problem. 

We apologize for the delay this may cause in your experience of the REDMAGIC 5G. For those of you who have successfully purchased, your tracking numbers are on their way. Contact us on Facebook or by email at support@redmagic.gg if you have any questions.

 

- ABOUT REDMAGIC

Our goal here at REDMAGIC is to deliver the most complete gaming experience on mobile.

Established in October 2017 as the gaming arm of REDMAGIC, we’ve sought to harness their skill in smartphone design and combine it with a gamer’s determination in achieving high performance  gameplay.

The result? Mobile gaming devices that strike the perfect balance between sleek, ergonomic   hardware and fully optimised software. Gaming smartphones that are powerful, durable, and  cool to the touch.

But we’re just getting started. With the resources we have at our disposal, we’ve made it our   mission to break further ground and unlock the full potential of mobile gaming.