Help Center
Open packs. Reveal rarity. Collect what’s real.
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New to HOLO? How it works, setting up your account, and your first pack.
What is HOLO and how does it work?
Creating your account and verifying your email
Choosing your username
Your first pack: a complete walkthrough
Switching between English and Thai
Buying packs, reading the card pool, drop rates, and the opening itself.
Browsing and buying packs in the Store
Rarity tiers explained: Bronze to Holo
What's inside a pack — reading the card pool
How drop rates work
Opening a pack
Where your cards live, how to read them, and what the details mean.
What is the Vault?
Reading a card page
Graded vs raw cards
Bronze cards — why they're pooled
Sealed products in packs
Getting your cards from the Vault to your door — fees, tracking, timing.
Requesting a shipment from your Vault
Shipping fees and how they're calculated
Shipment statuses explained
Tracking your shipment
Cancelling a shipment
Buying and selling cards with other collectors, and how fees work.
What is the HOLO Marketplace?
Buying a card on the Marketplace
Listing one of your cards for sale
Marketplace fees — the 8% breakdown
When and how you get paid
Instant buyback at 90%, and how it compares to listing on the Marketplace.
Instant buyback — sell a card back at 90%
Buyback or Marketplace — which should I choose?
Can I send my own cards to HOLO?
Your Seller Balance, withdrawing to your bank, VAT and tax invoices.
Understanding your Seller Balance
Withdrawing to your bank account
Withdrawal statuses and timelines
Why withdrawals require verified identity
VAT and withholding tax on HOLO
Why we verify identity, what to prepare, and how long it takes.
Why HOLO verifies your identity
Documents you'll need
Submitting your verification
Verification statuses
Common rejection reasons and how to fix them
Levels, VIP benefits, the daily free pack, promo codes and referrals.
EXP and levels — how you progress
VIP status and what it unlocks
Level and VIP discounts explained
Daily free pack and login streaks
Using a promo code
How to pay, what each order status means, and what to do when payment fails.
Payment methods we accept
Paying with Beam Checkout
Order statuses explained
My payment failed — what now?
Refunds — when and how
Passwords, 2FA, common problems, and our terms and privacy policy.
Common problems and quick fixes
Contacting HOLO support
Changing your password
Two-factor authentication
Fair play — what's not allowed