Usually the error message - "Failed to load user information" appears when this happens.
It might be a temporal lag or a connection error if you cannot find your TOC in-game after topping up.
We recommend you try the following and see if you can find your TOC in-game:
- Move to Channels where there is less population (white-colored channels)
- Try exiting the game and logging in again.
- Try using another character.
- Try waiting a couple of hours.
Please send us a ticket if the issue continues after trying the troubleshooting above.