Welcome to the Mine Shop Help Center. Here you'll find answers to common questions and ways to get support.
Getting Started
How do I create an account?
- Download the Mine Shop app from the App Store or Google Play.
- Tap "Sign Up" and enter your email or phone number.
- Complete your profile by adding your name and optional profile picture.
- You're ready to start shopping!
How do I reset my password?
- On the login screen, tap "Forgot Password."
- Enter your registered email address.
- Check your email for a password reset link.
- Follow the link to create a new password.
Live Shopping
Mine is built for live shopping — buying products in real-time while watching sellers showcase them. Here's everything you need to know.
How do I watch a live stream?
- Open the Mine app.
- Browse the home feed to see live and upcoming streams.
- Tap on any stream to start watching.
- Interact with the seller through chat and shop products in real-time!
What are the different ways to buy?
Sellers can offer products in three different ways during a live stream:
⚡ Mine (Instant Purchase)
- When a product appears, swipe to claim it instantly
- First come, first served — be fast!
- Perfect for flash sales and limited drops
- Once you swipe, the item is yours
🔨 Auction (Competitive Bidding)
- Place bids while the timer counts down
- Highest bidder wins when the timer ends
- Last-second bids extend the timer — this keeps things fair and prevents "sniping"
- Watch the timer and bid strategically!
🎁 Giveaway (Free Entry)
- Tap to enter for free during the entry window
- When entries close, the seller spins the wheel
- A random winner is selected
- If you win, the item goes straight to your invoice!
How does the invoice system work?
This is what makes Mine unique! When you claim or win items during a stream, they don't go to a traditional cart. Instead:
- Items go to your Invoice — All items from the same store are grouped together
- Pile up multiple items — Keep shopping during the stream, everything adds up
- Pay once, ship once — When you're ready, pay your invoice and save on shipping!
- Invoice becomes an Order — Once paid, the seller is notified and your order is ready to ship
💡 Pro tip: Shopping from the same store during a stream? Your items get consolidated into one invoice, meaning one shipment and lower shipping costs!
⚠️ Important: Payment Cutoff
You must pay your invoices before the cutoff time!
- After a stream ends, there's a limited window to pay your invoices
- If you don't pay on time, the items may be released back to the seller
- Buyers who consistently don't pay their invoices may face account restrictions
We have this system to protect sellers from "claim and abandon" behavior. Please only claim items you intend to purchase!
How do I view and pay my invoices?
- Go to Activity in the app
- Tap on Invoices to see pending invoices
- Select an invoice to review items
- Tap Pay Now to complete your purchase
Shopping & Orders
How do I place an order outside of live streams?
- Browse products from seller stores or the discover feed.
- Tap on a product to view details.
- Select your options (size, color, quantity) and tap "Add to Cart."
- Proceed to checkout, confirm your shipping address, and complete payment.
How can I track my order?
- Go to Activity > Orders in the app.
- Select your order to view its current status.
- You'll receive notifications as your order status updates.
What payment methods do you accept?
We accept the following payment methods:
- Credit/Debit Cards (Visa, Mastercard)
- Apple Pay
- Google Pay
All payments are processed securely through Stripe.
Can I cancel my order?
Order cancellation depends on the seller's policy and order status. If the order hasn't been shipped yet, you may request a cancellation by contacting the seller directly through the app.
Returns & Refunds
What is your return policy?
Return policies vary by seller. Please check the specific seller's store page for their return terms. Generally:
- Items must be returned in original condition.
- Return requests should be made within the seller's specified timeframe.
- Shipping costs for returns may apply.
How do I request a refund?
- Go to Activity > Orders and select the order.
- Tap "Request Refund" or "Report Issue."
- Follow the prompts to submit your request.
- The seller will review and respond to your request.
Selling on Mine Shop
How do I become a seller?
- In the app, go to Sell > Apply to Sell.
- Complete the application with your business information.
- Submit required documentation for verification.
- Once approved, you can start listing products and going live!
What are the seller fees?
Platform fees vary based on your seller plan. Details are provided during the seller application process and in your Seller Agreement.
Where can I learn more about selling?
Visit our Live Streaming Guide for a complete walkthrough on setting up streams, choosing sale types, and maximizing your sales.
Account & Privacy
How do I update my profile?
- Go to Settings in the app.
- Tap on your profile section.
- Edit your name, profile picture, or other details.
- Save your changes.
How do I delete my account?
- Go to Settings in the app.
- Scroll down and tap "Delete Account."
- Follow the confirmation steps.
- Your account and data will be permanently deleted.
Alternatively, you can email us at [email protected] to request account deletion.
How is my data protected?
We take your privacy seriously. Please review our Privacy Policy for detailed information on how we collect, use, and protect your data.
Frequently Asked Questions
What happens if I miss the payment cutoff?
If you don't pay your invoice before the cutoff time, the items may be released back to the seller and you won't be able to complete the purchase. Please pay promptly to secure your items!
Can I combine items from different sellers into one order?
No — each seller has their own invoice. This ensures each seller can ship your items directly and you benefit from consolidated shipping per store.
What is "Last-Second Extension" in auctions?
To keep auctions fair, if someone places a bid in the final seconds, the timer extends by a few seconds. This prevents "sniping" (last-second bids that others can't respond to) and gives everyone a fair chance to bid.
I won a giveaway! What happens next?
Congratulations! 🎉 The item is automatically added to your invoice from that store. You still need to pay the invoice (shipping may apply), but the product itself is free!
Why was my account restricted?
Accounts may be restricted for various reasons, including:
- Repeatedly not paying invoices after claiming items
- Violating community guidelines
- Suspicious activity
If you believe this was a mistake, please contact support.
Contact Support
Can't find what you're looking for? Our support team is here to help!
Email: [email protected]
Phone: +971 58 590 MINE (6463)
Hours: Sunday – Thursday, 9:00 AM – 6:00 PM (UAE Time)
We typically respond to emails within 24-48 business hours.
Report an Issue
If you encounter a bug, inappropriate content, or have a safety concern, please report it immediately:
- Use the "Report" feature within the app, or
- Email us at [email protected] with details of the issue.
Your safety and experience matter to us.