Free Fire MAX Diamonds Not Received After Top Up? Payment Fix and Support Ticket

# Free Fire MAX diamonds not received after top up: what to do

Paid for diamonds in Free Fire MAX but your balance did not change? Check whether the payment actually completed, which game account you purchased for and the official transaction receipt before submitting a support request. Garena's official payment support guidance asks for a screenshot of the payment receipt when reporting diamonds that have not been delivered.

Step 1: Check whether the purchase completed

Open the payment service used for the top up, such as your Google Play purchase history or the official store's order history. Look for the transaction status and an order ID or emailed receipt. A bank notification on its own is not always proof that the in-game transaction finished.

• Pending or failed purchase: Review the payment provider's transaction status first. Avoid repeatedly buying the same pack while uncertain.
• Completed purchase: Save the order ID, receipt and purchase date, then continue below.
• Charged, but transaction not listed: Contact the actual payment provider through its official support, and explain any discrepancy.

Never post a complete payment receipt publicly: it may include personal purchase details. Only submit it through verified official support channels.

Step 2: Confirm the right game account

Check that you are logged into the same Free Fire / Free Fire MAX account as when you made the purchase. Confirm the UID shown in your profile before filing a missing-diamonds ticket. If you recently switched a linked account or installed the game on a new phone, this is especially important.

Restart the game once and look at the current diamond balance. If you have purchase history evidence showing a completed payment but still no diamonds, a support ticket is more useful than reinstalling the game repeatedly.

Step 3: Send a missing-diamonds ticket to Garena

Garena's official support article is titled How to Submit a Ticket for Diamonds Not Received. Use the regional customer service portal for the server on which your game account exists and choose a payment-related or missing-diamonds request category if one is available.

Include: 1. Your game UID and in-game nickname. 2. Purchase date, time and pack purchased. 3. Order or transaction reference. 4. Screenshot of the actual payment receipt from Google Play or the relevant provider. 5. A short explanation of the missing balance and steps already tried.

Garena says a properly documented missing-diamonds request may take up to three business days to process, not that delivery is guaranteed within that time. Keep the ticket reference and reply within the existing case rather than opening repeated duplicates.

Step 4: Watch for refund and chargeback problems

Do not use an unrelated refund service, diamond generator, modded APK or a Telegram "diamond recovery" agent. Use your original seller and Garena support. Refunds and reversed transactions may have consequences for your in-game balance; ask the official channels about your specific purchase before attempting repeated payment reversals.

What if the diamonds came from a redeem code, not a purchase?

That is a different issue. Garena uses the official Rewards Redemption Site (opens in a new tab) for campaign codes; see Janooji's separate Free Fire MAX redeem code guide for guest-account restrictions, code expiry and redemption errors.

Primary source: Garena: how to submit a ticket for diamonds not received (opens in a new tab). Updated: 25 October 2026.

*Independent information guide; we cannot check payments or recover diamonds ourselves.*