1What can I do if I accidentally recharged the wrong number?
Have you entered the wrong number and this appears to be someone else’s valid number? Then you made a random other phone user very happy...
We're really sorry, but we can't reverse the recharge as soon as a number has been successfully recharged. We’re obsessed with making sure you get your credit quickly and easily, so we do everything we can make the order process as efficient as possible.
We’re very sorry to say that ultimately, you are responsible for the number you enter.
2I haven’t received an order confirmation mail, did my recharge go through?
If you have entered a correct email address, you should always get an order confirmation after a successful payment. It is possible that the recharge cannot be processed right away. This could happen, for example, if you fill in a wrong/invalid phone number, when something goes wrong at the carrier or, when the payment has not worked.
We always keep you in the know about how your order is going, by emailing you on the email address you gave us. Please make sure to check the spam folder of your email account. We don’t want your order confirmation to end up in the spam folder, so add email@example.com to your safe senders list.
If a payment fails, we will, of course, send you the money back (refund you). It depends on a few things (like, your bank for example) how long it takes before the money is back in your bank account. In the meantime, be sure to regularly check the status of your payment with your bank. In many cases you’ll have the money back within a few working days. Does it take more than a week to get the refund? Please contact us. We understand it’s not a good situation for you! We’ll make sure you get your money back.
3I don’t see the correct carrier after filling in the phone number, what to do?
First check whether the number you entered is correct. Is everything in order on your end? There could be several reasons why you’re still not able to choose your carrier.
To start with, there is a possibility we do not (yet!) support your carrier or country. If you can’t find your country of choice in the dropdown-menu, this means that the recharge you want is not an option yet. Could you find the right country but not the desired carrier at the following step? Then we, unfortunately do not (yet!) support this carrier.
Another possibility is that our system can’t link your number to the right carrier. If you’re sure about your carrier, you can also change it yourself or change which carrier is selected.
4What is consumption tax and how does it affect my order?
Some countries have tax rules that apply to airtime or data top-ups which mean that the amount you receive for your recharge will be reduced by a certain percentage after you pay. By how much exactly? It depends on the country. Yes, the amount depends on the consumption tax (sometimes known as sales tax) percentage which varies per country.
In some countries, the government keeps a percentage of consumption tax on the amount sent to your phone.
Unfortunately, we don’t have any control over this, but we let you know on the checkout page if the amount you receive will be reduced because of consumption taxes, and by how much.