# Manual Review Application Guide

Manual Channel Application Guide

If you encounter any of the following situations while using Mufy self-service refunds, please submit a refund request through this channel:

* The registration email can no longer receive verification codes permanently
* The email has been deactivated or is unavailable for a long time
* You forgot the email password, or the email has been compromised

Since your identity cannot be directly verified through email, this channel requires you to provide additional materials to confirm that the account truly belongs to you and to prevent misuse by others. The manual review process will take longer than the self-service channel, so please be patient.

This guide will explain: what**materials to prepare**,**how to submit**, and**the process after submission**.

## 1. Overall Process

**1. Submit application materials**

Visit [<mark style="color:$primary;">manual application channel</mark>](https://portal.mufy.ai/refund/manual) to enter the application form and upload the application materials according to the instructions in the form.

**2. Wait for identity verification**

We will verify the account ownership and the authenticity of the top-up records based on the materials you submit. If verification fails, we will explain the reason via the contact email, and you may supplement the materials and resubmit.

**3. Verification passed, receipt issued**

After verification is passed, you will receive a receipt email in your contact email inbox. The receipt is the identity credential for the next step, so please keep it safe and do not provide it to any third party.

**4. Use the receipt to enter the Mufy self-service refund platform**

Use the receipt to go to the self-service refund platform and submit a refund request. After that, the refund will be processed through the self-service workflow, and status updates will be sent via the contact email.

## 2. Application Materials

To save your application time, please prepare the following five items and then go to the[<mark style="color:$primary;">manual channel</mark>](https://portal.mufy.ai/refund/manual).

#### 1. Account identifier

Please provide the following two account identifiers:

* **UID**: The UID can be found on the Mufy "Profile" page
* **Registration email**: The email used when creating the Mufy account

#### 2. Identity proof

Please fill in the following items as completely as possible. Completing them fully will improve the pass rate on the first attempt. If you cannot remember, you may writ&#x65;*<mark style="color:$info;">"forgotten"</mark>*

* Registration time (*month precision is sufficient, e.g.: August 2024*)
* Created characters (*character names, introductory content, character themes, and other descriptions*)
* Frequently used characters (*character names, introductory content, character themes, and other descriptions*)
* Account password (*We will only use it for this identity verification and will not retain it or use it for login purposes.*)

#### 3. Top-up order screenshots

Provide screenshots of top-up orders from content refundable on mufy

* **Format**: Submit screenshots of your most recent 10 orders, arranged in reverse chronological order by payment time, continuous and complete. If the account has fewer than 10 orders, submit all orders.
* **Source**: Directly from the Mufy order page; the orders must come from refundable channels (local payment in China or EU Stripe)
* **Content**: Fully display the order number, product name, payment time, and payment amount
* **Integrity**: Do not obscure, crop, or edit the images; otherwise, verification will fail

#### 4. Contact email

Please enter the email address used to receive subsequent refund progress notifications. It may be different from the registration email,**please make sure this email can currently receive messages normally**.

#### 5. Additional description (optional)

If there are special circumstances that need to be explained to this platform in advance, please add them here.

For example: the registration email has been deactivated for a long time, the account has experienced abnormal logins, or it has been compromised. If there are no special circumstances, this item may be left blank.

## 3. Notes

**Safety notice**

The UID, registration email, registration time, character information, account password, and other details you enter in the application are all sensitive information that can directly prove account ownership.

* Send it to QQ groups, WeChat groups, Telegram, Discord, or any third-party "customer service / handling" channel
* Forward it to any individual or account claiming they can "handle the refund for you"
* Post screenshots on any public platform

Mufy only processes refunds through the two channels described in this notice (the in-site self-service entry and <refund@mufy.ai>), and will not proactively contact you through any other channel, nor will it ask for your password or verification code. Once the above information is leaked to non-official channels, your account and funds may be misused by others.


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