How can we help?
Search our help articles, browse by topic, or chat with our team on Telegram. Most questions are answered below — we read every message.
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Tip: type a couple of keywords (e.g. "outbid refund" or "subscription license") for the best results.
All systems operational — view status →⏱ Avg response < 4h🌐 EN · ខ្មែរ🇰🇭 Phnom Penh · Asia/ICT📅 Updated 2026-05-12
🇰🇭ត្រូវការជំនួយជាភាសាខ្មែរ? Telegram @ZakGT_Support — ក្រុមជំនួយយើងនិយាយខ្មែរ
Talk to us
Pick the channel that matches your urgency.
Fastest
Telegram live chat
@ZakGT_Support — fastest. Typical reply in minutes during operating hours.
Start chat →≤ 24h
[email protected] — for detailed cases or attachments. Reply within 24h.
Compose email →Tracked
Submit a ticket
Pre-filled context, category dropdown, attachments. Routes to the right team.
Open ticket form →Updates
Telegram channel
@ZakGTool — official announcements, outages, new features, releases.
Subscribe →Quick actions
One-click shortcuts to the things people ask about most. Skip the search.
I am a...
Most issues are role-specific. Pick the persona that fits and jump straight to the relevant guides.
Buyer / Bidder
Seller / Streamer
Service health
Live state of every ZakGT system you depend on. Full history at zakgt.net/status.
API & auth
api.zakgt.net
Operational
Website
zakgt.net
Operational
Bidding scheduler
30 s auto-finalize
Operational
Payments
Stripe · PayPal · ABA
Operational
Live commerce
RTMP + MediaMTX
Operational
Browse by topic
8 categories, all the answers. Each card opens a focused help guide.
Account & Login
9 articlesRegistration, Gmail-only rule, 2FA setup, password reset, device changes.
Bidding & Auctions
14 articlesHow bids work, anti-snipe, escrow, winning, the full 10-step flow.
Coins & Payments
11 articlesTop up, Stripe / PayPal / ABA, transaction history, refund policy.
Subscription & Licenses
8 articlesSubscription vs tool licenses, monthly billing, license stack, expiry.
Host App & Tools
12 articlesInstall, updates, the 110+ desktop toolkit, troubleshooting.
Live Commerce
7 articlesGoing live as a seller, viewer chat, stream overlay, OBS setup.
4848 Shops
9 articlesOneShop, Pajama, Rabbit, FamilyWear — cart, address, checkout, shipping.
Security & Privacy
10 articlesStrike system, bans, account safety, data requests, GDPR / CCPA.
Common problems — fix it yourself
6 guided flows for the issues we see most. Try these before opening a ticket.
I can't log in
- Double-check email is your Gmail (registration is Gmail-only).
- Try the password reset link sent to your inbox + spam folder.
- Make sure 2FA code is current (codes rotate every 30s).
- If banned for bidding violations, see /support#strikes below.
My coins did not arrive after top-up
- Card/ABA transactions can take up to 5 minutes — refresh /dashboard.
- Check your transaction history at /dashboard for the topup status.
- If status is "pending" after 1 hour, message @ZakGT_Support with the transaction ID.
- Stripe / PayPal disputes: include the email receipt screenshot.
I bid but it says "Phone verification required"
- This is the OLD gate — the system has been updated.
- Hard-refresh the page (Ctrl+Shift+R) to load the new version.
- You now need a shipping address (not phone). Click "Bid" and the address form will appear.
- Your address syncs from any 4848oneshop checkout — fill once, available everywhere.
I won an auction — what happens next?
- A WinnerBidderChat opens automatically within 30 seconds of auction end.
- Admin will confirm payment + ship to the address you saved.
- After delivery confirmation, you get +1 TB (Trust Bidder ticket) as a reward.
- Read the full flow at /bidding/how-it-works (steps 7–10).
I got a strike — how do I appeal?
- Strikes apply for not paying after a winning bid (or admin-flagged abuse).
- Strike 1 = -2 coins + 1 day ban. Strike 2 = -4 coins + 2 days. Strike 3 = -6 coins + 7 days + agreement.
- Email [email protected] with your account email, strike timestamp, and your appeal reason.
- Resolution typically within 48 hours.
Host App tool not working / wrong version
- Open the Host App → Help → "Check for updates".
- If the update fails, re-download the latest installer from /download.
- For specific tool issues, include the tool ID (1001, 204, etc.) when contacting support.
- Most issues are resolved by relaunching the Host App.
Frequently asked questions
19 answers grouped by category. Click any question to expand.
AccountWhy do you only accept Gmail addresses for registration?▼
Gmail-only registration is our anti-spam policy. Combined with our DeviceAccountRegistry (max 2 accounts per device, lifetime) it stops the bulk of fake-account abuse. Other email providers may be supported later — for now, please use a Gmail address.
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AccountCan I have multiple ZakGT accounts?▼
You can have up to 2 accounts per device fingerprint, lifetime. The limit is enforced automatically. Honest users never hit this — it stops farm accounts and bidding sock-puppets.
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AccountI lost access to my 2FA app — what now?▼
Email [email protected] from the Gmail address tied to the account, with proof you own it (the last 4 transactions or a recent payment receipt). We will manually disable 2FA after verifying ownership. This usually takes under 24 hours.
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BiddingWhat do I need to place a bid?▼
Four things: (1) logged-in ZakGT account, (2) active subscription (1 coin/month at /dashboard/subscribe, or a subscription-type license), (3) enough coins for bid + 2 (the +2 is shipping reserve), (4) at least one shipping address on file. Phone verification is NOT required.
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BiddingWhat happens to my coins if I am outbid?▼
Refunded automatically the instant someone bids higher. You see a "bidding_outbid_refund" transaction in your history and the coins are immediately available to bid again.
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BiddingCan I cancel a bid after I confirm it?▼
No. Bids are STRICT — the Yes/No confirm popup is the final checkpoint. Once you tap Yes, the bid is locked into auction history. This is what makes ZakGT auctions trustworthy for sellers.
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BiddingWhy does my auction not end at exactly 0 seconds?▼
Anti-snipe rule: any bid placed in the last 2 minutes extends the timer by +2 minutes. The auto-finalizer also waits 2 full minutes of silence before closing the auction (so a snipe bid always gets a chance to be matched). The full close happens within 30 seconds after that quiet window.
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PaymentsWhat payment methods do you accept?▼
Stripe (Visa, Mastercard, Amex), PayPal, and ABA Bank transfers (Cambodia, KHQR). Topup happens at /topup; ZakGT Coins are credited immediately for Stripe / PayPal and usually within minutes for ABA.
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PaymentsWhat is the coin exchange rate?▼
Locked: 1 ZakGT Coin = 1 USD = 4,000 KHR. This rate applies platform-wide — bidding, shop purchases, subscription, top-ups. It does not float with market exchange rates.
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PaymentsCan I get a refund on coins?▼
Coin purchases themselves are non-refundable. However: if a license fails to activate, or you were charged for a service we cannot deliver, contact [email protected] within 24 hours and we will resolve it (refund, credit, or fix the underlying issue).
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SubscriptionSubscription vs Tool License — what is the difference?▼
A SUBSCRIPTION (set via /dashboard/subscribe or a Subscription-type license: SUBS / WEEK / MNTH / LIFE / GLBL) unlocks platform features like bidding and commenting. A TOOL LICENSE (TRYL / PRMO / custom) unlocks a specific Host App tool. You can have one without the other — they cover different things.
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SubscriptionHow does the license stack work?▼
Multiple subscription licenses add their durations. Example: you have 10 days left, you redeem a 30-day license, your new total is 40 days. The chain math is sorted by purchase date — see /dashboard/license for the live view.
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Host AppIs the Host App safe to install?▼
Yes. The installer is built with Nuitka (compiled to a native Windows binary) and ships from our zakgt.net domain. Some antivirus tools may flag any new unsigned executable — this is standard. We are working on code-signing. In the meantime, you can verify integrity via the SHA-256 hash listed on the /download page.
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Host AppMy Host App says "Update available" — what should I do?▼
Click "Update now". The Host App downloads the new version, verifies it, and relaunches automatically. Your data, settings, and active licenses are preserved across updates.
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LiveHow do I go live as a seller?▼
You need the Seller role (apply via [email protected]) and either the Host App or our Mobile App. Once approved, you get an RTMP stream key — paste into OBS Studio and broadcast. Viewers see your stream at zakgt.net/live.
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ShopMy address syncs across shops — how?▼
ZakGT uses a single platform-wide address book (/users/me/addresses). Whether you fill it during 4848oneshop checkout, during bidding, or from your dashboard, the same address is available everywhere. Up to 10 addresses per account, one default, swap freely.
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SecurityI got a strike — what does it mean?▼
Strikes apply for not paying after winning a bid (or admin-flagged abuse). Strike 1 = -2 coins + 1 day ban. Strike 2 = -4 + 2 days. Strike 3 = -6 + 7 days + agreement signing. Strike 4 = permanent. To appeal: email [email protected] with your account email and the strike timestamp.
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SecurityHow do you protect my payment information?▼
We never store card numbers — Stripe is PCI-DSS Level 1 compliant and handles all card data. PayPal manages its own auth. ABA transfers happen on ABA infrastructure. ZakGT only ever sees the transaction ID + amount + status. Your wallet on our side only stores ZakGT Coin balances.
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SecurityHow do I request my data (GDPR/CCPA)?▼
Email [email protected] from your account email with subject "Data Request — Export" (or "Data Request — Delete"). We respond within 30 days as required. Full details on /privacy.
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📩 Open a support ticket
Pick a category, fill the fields, and we'll route your request to the right team. Or use any channel above for the same routing.
Prefer chat? Open Telegram @ZakGT_Support — usually faster.
Operating commitments
Response time
< 4h avg
High priority: under 1h
Languages
EN · ខ្មែរ
Khmer + English
Hours
Mon–Sat
09:00 – 21:00 ICT (Asia/Phnom_Penh)
Service status
Live
zakgt.net/status