What if I do not get my topup credit after I’ve paid?

What if payment is successful, and you have not gotten your credit?

Generally, we make a manual attempt to retry your credit or process refunds for failed or pending orders.  This is done during business hours in Thailand, so allow time for this review before requesting help.  If you have made multiple tries, we will send the last 3 outstanding orders, and refund the rest.  Any order pending more than 24 hours will be refunded.

Pending or Failed Transactions, credit not received

In the case your payment is complete and your history is showing a pending or failed transaction, please do the following:

  1. Double check the mobile number you entered is correct. Did you make your request to the correct number?
  2. Check the right provider is selected – if we didn’t manually change the network operator and try again.
  3. Check your number is registered with your passport or ID number.
  4. Check that your number is prepaid, not post-paid.
  5. Check that your number is active and not expired.
  6. Check your balance is not exceeding the operator maximum.
  7. Check if your mobile balance has changed. You may not have received the payment SMS confirmation, but you may have gotten the credit.
  8. Check the Network’s online platform for your balance history.
  9. Contact the network operator call center, and ask them if your number is ok.  They will be able to tell you the date and time of your credit top ups.

Successful Transactions, credit not received

In the case your payment is complete and your history is showing a successful transaction, please do the following:

  1. Double check the mobile number you entered is correct. Did you make your request to the correct number?   The number in history is the number we received from you.    Read our policy on wrong numbers.
  2. Check if your mobile balance has changed. You may not have received the payment SMS confirmation, but you may have gotten the credit.
  3. Check the Network’s online platform for your balance history.
  4. Contact the network operator call center, and ask them if you received the credit.  They will be able to tell you the date and time of your credit topups.
  5. TRUE Move – There is a know TRUE Move issue where True replies with Success, even though the number is post paid or on another network.  Check the True Move number is pre-paid and active.

I have read the steps above, and none apply to me, or it has been more than 24 hours.

If you have not received the credit, and we have charged your card and the transaction is showing success and your payment has not been refunded, email us and let us know.

I have read the steps above, and am expecting a REFUND

We regularly refund failed orders, so if your credit does not go thru, we will process a refund.  You will see a “REFUNDED” status in your account when this has been done.  If you do not see a refund in your account after 1 business day, please contact us.  Paypal, Crypto Coin and Promptpay refunds take longer, so please follow up in case you did not get credit.  In case of PromptPay refund, you need to send in a PromptPay ID where to receive funds back to.   In case of Crypto, we will refund to an account on file, less any fees.

“You have charged my card but I do not have the credit”

As we need to first charge the card, and then attempt to send the credit, this is the normal process.  When all things are working smoothly you should get credit within 45 seconds of a successful payment.   If there is a problem on or end, credit delivery can take up to 24 hours.   We manually refund orders where the credit send can not be completed.

I have read the steps above, and turns out I got the credit

Glad we could help!

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