I paid but didn't receive my credit
Payment confirmation and top-up delivery are separate steps. Most top-ups are delivered within seconds, but some can take a few minutes depending on the carrier and destination.
Check your order status
- Go to your order history.
- Find the order and check the status shown.
- If the top-up failed, the reason is shown below the order status (for example, "number not found on this network" or "temporarily unavailable"). This tells you what went wrong so you can correct the issue and try again.
Common failure reasons
- Number not found on this network — the phone number may have moved to a different carrier, or was entered incorrectly. Double-check the number and country, then try again.
- Temporarily unavailable — the carrier is not accepting top-ups right now. Wait a few minutes and try again.
- Amount not available — the selected top-up amount is not offered for this number. Try a different amount.
Refunds for failed top-ups
If a top-up fails after payment, MobileTopup processes a refund automatically. Refunds are returned to your MobileTopup account balance and can be used for future purchases. You will receive an email confirming the refund and the reason for the failure.
Still need help?
If your credit has not arrived after 24 hours and your order status does not show a failure, contact us with your order details.