Account, security & policies

Passwords, 2FA, common problems, and our terms and privacy policy.

By Admin

• 8 articles

Common problems and quick fixes

Fast answers to the things that go wrong most often. Start here. Most issues are on this page. I can't sign in - Check for typos and caps lock - Use Forgot password to reset - If you have 2FA on, make sure your device clock is correct — a drifting clock makes valid codes fail I didn't get the verification email Check spam first. Then confirm the address has no typo, and request a fresh link — old links expire. My payment failed Check whether your bank actually charged you. If it did, don't pay again — contact support. See My payment failed. My order is stuck in review Give it a little time. Don't pay twice. If it hasn't cleared, contact support with the order reference. My card isn't in my Vault Check the order is Paid. Cards from Marketplace purchases appear once payment confirms. Packs must be opened before the card exists. My pack opening got interrupted Refresh the page. Openings resume — you won't lose the card or be charged twice. I can't withdraw Withdrawals need approved identity verification. Check your verification status. I can't claim my daily free pack The daily pack requires approved KYC verification. It's also on a rolling 24-hour cooldown from your last claim, not a midnight reset. My shipment hasn't moved Carrier tracking can take a day to show its first scan. Beyond that, contact us with the tracking number. A page is behaving strangely Hard-refresh the page. If it persists, try a different browser, and tell us what you saw. Still stuck? Contact HOLO support.

Last updated on Aug 11, 2026

Contacting HOLO support

How to reach us and what to include. How to reach us - Live chat — the chat widget on the HOLO website. Fastest route for anything account-specific. - LINE Official Account — @holo.gacha Hours We're available 24/7. Response times are quickest between 10:00 and 18:00 ICT on weekdays. Outside those hours — early mornings, evenings, weekends and Thai public holidays — we're still reachable, but expect to wait longer for a reply. What to include Give us these and we can usually resolve it first time: - A reference — order, shipment or withdrawal ID - What you expected to happen - What actually happened - A screenshot, if it's visual - The date and rough time Things that speed it up - One issue per conversation - The reference number rather than a description of the item - For payment problems, what your bank statement actually shows What we will never ask for - Your password. No member of HOLO staff will ever ask for it, on live chat, on LINE, or anywhere else. - A payment to release your funds. Your Seller Balance is yours. Withdrawing never requires paying anything first. - Card numbers over chat. Card details are only ever entered on the payment provider's secure page. Anyone asking for these is not HOLO, regardless of how the account looks. Report it to us.

Last updated on Aug 11, 2026

Changing your password

Resetting or updating your password. If you're signed in Change your password from your account settings. You'll need your current password. If you're locked out 1. Go to Forgot password 2. Enter your email address 3. Open the reset email and follow the link 4. Set a new password The reset email hasn't arrived Check spam. Confirm you're using the address you registered with. Reset links expire — request a fresh one if you've been sitting on an old email. Choosing a password - Long beats complicated - Don't reuse a password from another site - A password manager is the single best thing you can do for your account security After changing it You may need to sign in again on other devices. If you think someone else has access Change your password immediately, then turn on two-factor authentication, then contact support so we can check for anything unexpected on your account.

Last updated on Aug 11, 2026

Two-factor authentication

Adding a second layer of security to your account. Two-factor authentication (2FA) means signing in needs both your password and a code from your phone. Someone with your password alone can't get in. Why it matters here Your account holds real cards and real money. 2FA is the difference between a leaked password being an inconvenience and it being a loss. Setting it up Enable 2FA in your account settings. You'll scan a QR code with an authenticator app — Google Authenticator, Authy, 1Password and others all work — then confirm with a code to prove it's working. Save your recovery codes You're given recovery codes at setup. Save them somewhere safe, right then. Each code works once. They're the way back into your account if you lose your phone, and they're shown at setup — not retrievable later. A password manager, or printed and kept somewhere secure, both work. Don't keep them only on the same phone that runs the authenticator app. Signing in with 2FA Email and password as usual, then the current code from your app. Codes not working Almost always a clock problem. Authenticator codes are time-based, so a phone whose clock has drifted generates codes that get rejected. Turn on automatic date and time on your phone. Lost your phone Use one of your recovery codes to sign in, then re-enrol 2FA on your new device. No recovery codes either? Contact us on live chat and we'll help you recover the account. Expect to prove your identity — that check is exactly what stops somebody else doing this to you.

Last updated on Aug 11, 2026

Fair play — what's not allowed

Conduct that will cost you your account. Most of this is obvious, but it's worth being explicit. Multiple accounts One person, one account. Additional accounts to claim daily rewards repeatedly, farm referrals, or evade a restriction are prohibited. Referral abuse Referring yourself, creating accounts to refer, or buying and selling referrals. Marketplace manipulation - Wash trading — buying your own listings through another account to fake activity or inflate apparent value - Price manipulation — coordinated activity to distort prices - Fake listings Payment fraud Chargebacks on legitimate completed orders, stolen cards, or any attempt to reverse payment for goods received. Account sharing and selling Your account is yours. Selling or transferring it isn't allowed — partly because it's tied to your verified identity and your bank account. Abuse of staff Support are people. Abuse gets a conversation ended. Consequences Depending on severity: a warning, suspension, or a permanent ban. A banned account may forfeit its balance and its cards. If you've built up something worth having, it isn't worth risking on a scheme to save a small amount. Reporting If you see something that looks like manipulation or fraud, tell support.

Last updated on Aug 11, 2026

Deleting your account

Closing your HOLO account and what happens to your things. Before you ask - Deal with your cards. Deletion doesn't post them to you. Ship anything you want, or sell it back, first. - Withdraw your balance. - Cancel any active listings. How to request it Account deletion isn't self-service. Contact us on live chat and we'll handle it. It can't be undone A deleted account cannot be restored. There's no cooling-off window and no way to recover it afterwards. Be certain. Signing up again later You can register again with the same email address. It will be a genuinely new account — no cards, no balance, no level, no EXP, no achievements. You'll also need to complete KYC verification again from scratch; your previous verification doesn't carry across. What happens to your data Your public profile and username stop being visible. Some records are retained even after deletion, because Thai law requires it — tax invoices and transaction records in particular. See Privacy and your data. You probably don't need to delete anything If you just want to stop using HOLO, you can simply stop. Cards sit in your Vault free of charge indefinitely, nothing expires, and no fees accrue. Given deletion is irreversible and costs you your verification, walking away is usually the better option.

Last updated on Aug 11, 2026

Managing notifications

Controlling what HOLO tells you about. Where notifications appear Everything appears under the bell icon in the site header. What you'll be notified about - Order and payment outcomes - Shipment status changes, including dispatch and delivery - Marketplace sales of your cards - Verification results - Withdrawal progress - Achievements unlocked Can I turn them off? No. Notification preferences aren't configurable — every notification is delivered to your bell. They're all account activity rather than marketing: things you'd want to know about your money, your cards and your deliveries. There's no promotional noise in the list to opt out of. Emails Transactional emails — password resets, payment confirmations, verification outcomes, withdrawal notices — are always sent, because you need them. Not receiving emails Check spam, and add HOLO to your contacts so future messages arrive properly. Some providers filter aggressively.

Last updated on Aug 11, 2026

Your public profile

What other collectors see when they look you up. Every user has a public profile at their username. What's shown - Your username - Achievements and badges - Public collection highlights and activity What is never shown Real name, email address, home address, phone number, balance, verification documents. None of it appears on your profile, to anyone, ever — including after identity verification. Who can see it Anyone with the link, including people without a HOLO account. Can I make it private? No. Profiles are public and individual cards can't be hidden from them. If that matters to you, it's worth knowing before you build a collection you'd rather not display. Why it's public Reputation. When you sell on the Marketplace, a buyer who can look at your profile and see a real collecting history is more likely to buy from you.

Last updated on Aug 11, 2026