Refunds and Failed Recharges Policy
Recharges fail for a small number of reasons. Here is why it happens, what we do about it and how quickly your money finds its way back to you.
Most top-ups land in five to seven seconds. A few do not. This page explains what happens then.
The short version: you are not charged for a recharge that does not deliver.
Why a top-up fails
- The number is wrong, often a missing or extra local prefix
- The line is dormant or has been disconnected
- The operator has retired the value you chose
- The line is unregistered in a country that requires registration
- The balance cap for that account has been reached
None of these are rare. All of them are fixable.
What we do
If the operator rejects the request, we stop and return the money. The refund goes back to the original payment method.
We do not hold it as store credit unless you ask us to. Your money should return the way it came.
How long it takes
We release the refund as soon as the failure is confirmed. Your bank or wallet then sets its own timing.
Card refunds usually settle within a few working days. We cannot speed up that part, and we will not pretend otherwise.
A top-up that shows as sent but is not visible
Ask the person to restart the handset first. Balances sometimes refresh slowly on the device.
If it is still missing, send us the reference from your receipt. We can trace it with the operator.
Getting help
Write to [email protected] with your receipt reference. Common questions are already answered in the help centre.