Sales Support
17 articles
I cannot sign in or reset my password
If you cannot sign in to your MobileTopup account, first check that you are using the email address you registered with. Reset your password Open the MobileTopup app and select For...
I did not receive my password-reset email
After requesting a password reset, allow a few minutes for the email to arrive. Check these first Check Spam, Junk, Promotions, and other filtered folders. Confirm that you entered...
How do I manage or remove saved payment methods?
You can review the saved payment methods attached to your MobileTopup account in the app settings. Sign in to the MobileTopup app. Open Profile , then Settings . Select Saved payme...
How do I review my USD wallet balance and history?
Your USD wallet shows the available balance for eligible eSIM, airtime, and gift purchases. Sign in to the MobileTopup app. Open your USD wallet. Select USD wallet history to revie...
What do my MobileTopup order statuses mean?
Open Orders in the MobileTopup app to review an order and its current status. Awaiting payment : payment has not been confirmed yet. Pending or Processing : payment was received an...
How do I request or track a refund from an order?
Open Orders in the MobileTopup app and select the relevant order to review its delivery and refund options. Requesting a refund Where an order is eligible, select Refund request fr...
My eSIM is installed but mobile data is not working
An installed eSIM may need a few settings changes before it can use data. Check these steps in order. Confirm that the eSIM is enabled in your phone's SIM or mobile-network setting...
What Do I Do If my Payment Fails?
MobileTopup supports credit and debit cards, Alipay, USDC, Thai bank and THB wallet options, Philippine Peso (PHP) payments, and USD or THB account balances. The methods available ...
How do I request a refund for a failed Xendit top up?
Refunds for failed top-ups For an eligible failed top-up, a refund may be returned to your MobileTopup account balance in USD or THB. You can use that balance for a future eligible...
How can I add credit to my Mobile Topup App?
Add funds to your MobileTopup balance MobileTopup balances are available in USD and THB and can be used for eligible recharge purchases. Available funding methods can include credi...
How can I use the MobileTopup AI agent on WhatsApp or Telegram?
MobileTopup's AI agent is available on WhatsApp and Telegram. Use either channel to connect your MobileTopup account, make eligible purchases, or ask for help with a top-up, eSIM, ...
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 i...
Why am I being charged when my payment failed?
Sometimes you will see a charge notification, even though a payment has failed with the payment processor. This is usually an issue where the card issuer does not differentiate bet...
How Do I Get my Account Approved for Paypal?
Due to Paypal consistently being used by fraudsters, PayPal's complete lack of support for digital products, high fees and huge chargeback penalties, we have disabled Paypal suppor...
Why is my order PENDING?
After your payment is successful, you may sometimes see your credit has not yet been sent and is Pending . Possible reasons: International top up - We hold and manually review many...
How do I know if the credit has been sent?
Confirming the credit you paid for was sent to the number requested can be done in a few ways. First check that our order shows a SUCCESS status. If it does, here are the ways you ...
What if I sent credit to the wrong number?
On behalf of the recipient of the credit you sent, we thank you for your magnanimous deed. You have surely helped and surprised a person in need, and we suggest you message or call...