When you send a PIN top-up, the credit is not applied automatically to the phone number. To add the credit to the balance, the receiver must redeem the PIN following the instructions provided. If you are experiencing issues using the PIN, you can try the following:

 

Review the redemption instructions. Make sure you are following the steps provided and entering the PIN correctly. You can check the instructions and the PIN in the confirmation email or SMS, the History section of your account, or, if you are the receiver, you will get an SMS with the PIN and steps explaining how to use it.

 

Verify that the operator and phone number are correct. If you have sent the PIN to an incorrect number, but it belongs to the same operator, you can manually share the PIN and the instructions with the correct number. Following the steps, they should be able to redeem the PIN successfully. However, if you have made a mistake selecting the wrong operator, the receiver won't be able to redeem the PIN. 

 

Get in touch with the operator. Since the PIN and instructions are provided by the operator, if you encounter an unexpected error or have doubts about the instructions, you can reach out to them directly.

Additionally, if you are abroad and the instructions provided are not working, the operator should be able to assist you with applying the PIN from a different country.

 

Contact our customer care team. If none of the above has worked for you, please reach out to us. We'll be happy to review your PIN and assist you further.