Phone top-ups

How do phone top-ups work?

Top up an existing prepaid number Phone top-ups are separate from travel eSIMs. They add available credit or a selected bundle to an existing prepaid number on a supported mobile network. 1. Select the destination country and the number’s current operator. 2. Enter the recipient number in the required format. 3. Choose an available airtime amount or bundle. 4. Review the number, operator, product and total before payment. A successful top-up is normally applied to the recipient’s mobile account; it is not a new eSIM or a general cash transfer. Availability depends on the country and operator. Postpaid bill payment and voucher products are not automatically included. Check all recipient details carefully. Once a top-up has been successfully delivered, it usually cannot be reversed. Related guides - How do I choose the right top-up operator? - Why is the top-up price different from the credit? - My phone top-up has not arrived Contact support

How do I choose the right top-up operator?

Confirm the current network with the recipient A phone number’s prefix is not always enough to identify its current operator. The number may have been transferred to another network through number portability. Ask the recipient which prepaid operator the number currently uses. Select that operator and confirm the destination country and full number before paying. Do not choose another operator simply because it has a cheaper bundle. Products are tied to the selected network and may not work for a number on another network. If the current operator is not listed, a supported top-up may not be available. Contact support if you are unsure before purchasing. If you already entered the wrong details, check whether fulfilment has completed and contact our team immediately; completed top-ups are usually irreversible. Related guides - How do phone top-ups work? - I entered the wrong number or operator - My phone top-up has not arrived Contact support

Why is the top-up price different from the credit?

Compare the product and the checkout total The amount you pay and the credit received are not always displayed in the same currency. Checkout shows your purchase total; the selected product shows the intended airtime or bundle for the recipient. Exchange rates, product pricing and applicable network conditions can make these amounts different. A bundle may contain a specific allowance instead of a cash credit balance. Check the selected product’s data, minutes, validity and any stated conditions before paying. Do not assume two similarly priced bundles have the same contents. The recipient’s network controls how delivered credit or a bundle is applied to its account. If the order confirms delivery but the recipient sees an unexpected balance, collect the order reference and the network’s confirmation message and contact support. Related guides - How do phone top-ups work? - My phone top-up has not arrived - Which payment methods can I use? Contact support

My phone top-up has not arrived

Check the order status first Payment and network delivery are separate steps. A paid top-up can remain pending while the transaction is processed. Do not immediately buy it again if the outcome is uncertain. Verify the recipient country, number and selected operator on the order. Ask the recipient to check its balance or bundle through the operator’s usual method and any confirmation SMS. If the order reports successful delivery but the credit is missing, contact support with the order reference and the recipient’s relevant confirmation information. A transaction record does not itself show every change in the recipient’s mobile account balance. If the order is failed or remains delayed, our team can investigate its actual status. Keep private phone numbers and payment information out of public screenshots. Related guides - How do I choose the right top-up operator? - I entered the wrong number or operator - My payment is pending, declined or interrupted Contact support

I entered the wrong number or operator

Contact us immediately Open the order and check its fulfilment status. Give support the order reference and explain which recipient detail was incorrect. If fulfilment has not finished, we can check whether action is still possible. We cannot promise to stop a transaction that has already been submitted to the mobile network. A top-up delivered successfully to the entered number or operator is usually irreversible. Entering a wrong number does not guarantee a refund, and buying another top-up does not cancel the first one. Before the next purchase, confirm the current network with the recipient, check number formatting and review the entire order summary. See the refund policy for phone top-up conditions. Related guides - How do I choose the right top-up operator? - How do phone top-ups work? - My phone top-up has not arrived Contact support