Users can monitor the recharge process through the real-time transaction tracking system embedded in the APP. This function processes more than 18,000 log updates per second. When a recharge request of $19.99 is initiated, the system generates a unique transaction ID (in the format such as BGDR-20240627-XXXXXX) within 0.3 seconds and pushes it to the user’s message center and email (double delivery rate of 99.3%). During the payment gateway processing stage, the status page dynamically displays the progress bar, which is based on the real-time translation result of the bank response code of Visa/Mastercard (such as the ISO 8583 standard). Data shows that 91% of credit card recharges complete the status transition within 7 seconds: initial “Payment in progress” (refreshed every 800 milliseconds) →” Bank authorized “(average time taken 1.8 seconds) →” Diamond Disbursement in progress “→” Completed”. Users can access their transaction records within 12 months at any time on the wallet history page. It supports filtering by amount (such as filtering transactions worth ≥50 US dollars) or time (accurate to the millisecond timestamp level).
The clearing cycle at the bank end directly affects the accuracy of status synchronization. There are significant differences between international telegraphic transfers and credit cards. The median clearing delay of Visa/Mastercard transactions is 3.5 minutes due to the direct connection of the financial network. However, some bank wire transfers (such as Banamex in Mexico or BCA in Indonesia) need to go through the SWIFT network, and the processing delay can exceed 72 hours. A case in 2023 shows that a Saudi user recharged $200 through a local bank transfer. Due to the deduction of the intermediary bank’s handling fee ($5.3), the actual amount received was different, which triggered the system to automatically generate an abnormal work order C0027. At this point, the user needs to click the “Dispute Resolution” button on the transaction details page, upload the bank deduction voucher (in PDF or JPG format, ≤5MB), and the risk control system will complete the automatic reconciliation within 27 minutes (based on OCR recognition and matching of the payment reference number).
The multi-dimensional verification tool can identify 99.6% of pseudo-failed transactions, avoiding users’ repeated payment losses. The intelligent diagnosis module of the platform compares the data from three parties in real time: payment gateway callbacks (such as Stripe event ids), bank clearing messages (MT103 field), and Diamond account credit enhancement records. When an amount mismatch (± $1 deviation) or signs of double deduction are detected, the system sends an APP push alert within 43 seconds (title template: TX_ALERT_CODE_108). If a user finds that the status has stalled beyond the platform’s promised SLA (15 minutes for credit cards / 24 hours for bank transfers), they need to use the transaction ID to check in the official website’s support center. The Q3 report of 2023 shows that the average response speed of such queries is 11 minutes and 37 seconds, and the resolution rate during the period from 9:00 to 17:00 on working days reaches 98%.
Global time zone clearing differences require dynamic calibration status display logic, and for cross-regional transactions, GMT timestamp offsets need to be considered. For example, if a user in New York recharges at 22:00 local time on Friday (GMT-4) and uses the European SEPA transfer, due to the closure of the TARGET2 system of the European Clearing Center, the status will continue to show “Pending settlement” until 09:00 next Monday (GMT+2). At this point, users can set up “Delayed Transaction Reminder” in the APP. The system will send a prediction notification one hour before settlement (with an accuracy error of ±18 minutes). For high-frequency issues (such as payment delays in Brazil’s PIX), the platform’s knowledge base provides regional documentation, including the 2024 updated bank maintenance calendar (for example, Brazil’s Itau is down for 8 hours on the second Saturday of each month). Through the “Clock Synchronization” button on the bigo diamonds recharge control panel, a forced refresh to the latest GMT standard time can be achieved, eliminating 67% of display anomalies caused by device time zone errors.
In extreme cases, the manual audit process needs to be initiated. After users upload full screenshots of the bank transaction records (including counterparty information BIGO TECHNOLOGY PTE.LTD), the risk control specialist retrives the original bank messages within the compliance framework. In 2022, the new regulations of the Bank of Italy require the storage of logs for seven years. The average time for a single audit is 3.7 working days, but encrypted reports with digital signatures (verified by the SHA-256 algorithm) can be obtained. This process successfully recovered 3.1% of the disputed transaction funds (as of 2023 statistics), among which 87% of the cases were caused by users ignoring the 3D Secure secondary verification of the payment gateway. It is recommended to take a screenshot and save the status code (such as HTTP 200 OK) after each bigo diamonds recharge completion. This evidence has an acceptance rate as high as 93.5% in dispute arbitration.