Momokai Help Center

Need something? The Momokai Team is here to help! Check out FAQs to find anything you might be wondering.

FAQ

How do I track my order?

Order confirmation email is sent after the order is placed.

Tracking information is sent to your email after your order has processed for shipping. Orders typically take 1-2 business days to process for shipping.

If you did not receive a confirmation email or tracking email, please visit Shipping FAQ for more information.

How long does it take for my order to arrive?

All orders have a 1-2 business days processing time!

For U.S. Domestic orders, it takes around 1-7 business days after your order has been shipped.

Non U.S. orders, please check the Shipping FAQ for detailed tracking estimates.

Can I change or cancel my order?

As long as your order has not been shipped, you can change your order by contacting us here.

I have an issue with my keypad

If your Tap Trio/Duo is experiencing performance issues, please visit the Tap Trio Troubleshooting Guide.

If your Sim Pad 2/Nano is experiencing performance issues, please visit the Sim Pad 2/Nano Troubleshooting Guide.

I have a pending charge on my bank account but I did not receive an email confirmation, did my order go through?

During checkout, the billing address is automatically checked with the payment method's registered address. If the postal code/zip code does not match the payment method's registered address, your payment method will be declined and a pending charge will show up in your bank account. Your order has not been processed.

If your payment method fails the CVV check, it will also be declined and a pending charge will show up in your bank account.

If an error occurred during checkout and a pending charge is showing in your bank but you did not receive an email confirmation, it is likely the order did not go through.

What is showing in your bank account is a pending charge. A pending charge is a charge that is authorized by the credit card issuer, but the final amount has not yet posted to your account.

There is no need to worry -- the pending charge will be resolved and removed from your account within 3-5 business days. You do not need to take any action.

Please contact us with your order email address if you would like our customer service representatives to check if your order has been confirmed.

Product Support

Aurora Support

Questions about the Aurora Macropad, repair guides, and technical support.

Tap Trio/Tap Duo

Questions about Tap Trio and Tap Duo repairs, firmware updates, tech support, and more

Sim Pad 2/Sim Pad Nano

Questions about Sim Pad 2/Nano repairs, troubleshooting, and much more.

Order Support

Shipping

Tracking information, shipping rates, or shipping times

Payment

Payment information, taxes, or failed payment orders.

Orders

Promo codes, order status, or order tracking.

Returns

Return policy, warranty information, or exchanges

Support Notice!

If you sent us a message between January 15th to January 31st and have not received a response yet, please send us a message again below

Our email support system was down during this period and we were not able to receive contact us messages. Please reach out to us if you have not received a response! Thank you.

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MOMOKAI UNIVERSITY

Macro guides, tutorials, and more

With thousands of ways to use your new Tap Trio, visit Momokai University to see guides on how we and other community members set up our Tap Trio for gaming and productivity!