I am having trouble recharging a number. Your system cannot identify the company, therefore I could not top up the number. Can someone help me.

Top-up · Troubleshooting

"Can't identify the operator"? You're probably double-dialing

The most common cause of a failed operator detection: the country code ends up in the number twice.

Symptom

Operator not found

Cause

Country code typed twice

Fix

Remove it from the number

Both our API and the web Portal detect the mobile operator automatically from the country code field plus the phone number field. If detection fails and says it can't identify the operator, the most common reason is that the country code got entered twice — once in the country code field, and once again at the start of the number itself.

✅ The fix

Remove the country code from the front of the number field — it only belongs in the country code selector, not typed into the number itself.

❌ Wrong

🇭🇹 +509 509 37010908

✅ Correct

🇭🇹 +509 37010908

ℹ️ The country code selector already represents that part of the number. Typing it again in the number field is what breaks operator detection — the system ends up reading the code twice.

Still can't get the operator detected?

Our support team can take a closer look.

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