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Top-Up Not Received: What can I do?

Top-ups are usually applied within a few seconds, but occasionally operators may experience delays. Once your order has been successfully processed, you will receive a confirmation by email or SMS, depending on how you registered your account.


Are the recharge details correct?

We advise you to check if the phone number and operator selected are correct. Sometimes this can be the reason why a recharge is not received. If after verifying the details, you realize that the transaction has been sent to a wrong number, you can review the following article.


What can I do if my top-up hasn't been received and all the details are correct?

If the recharge has not been received within 2 hours, we recommend you contact the operator directly or speak to our Customer Care team and we will contact the operator on your behalf. To do this, we will need the following information that you can find in your Purchase History:

  • Order ID 
  • Date of the transaction
  • Phone number 


Where can I find the order id?

You can find it in your Purchase History or in the top-up confirmation email we sent you. Remember that if you have registered your account with a phone number, the confirmation will be sent by SMS.


When will I have an answer?

Each operator has a different response time, however, we guarantee that our team will work to have your query resolved as soon as possible.


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