--- title: I cannot send the top up description: Sometimes a number you are trying to top-up may not be in service, is incorrect or you have chosen the wrong operator or the wrong country. Please try to verify numbers in advance and you won’t be cha --- [Skip to content](https://support.reloadly.com/i-cannot-send-the-top-up#main-content) English Show submenu for translations [Customer portal](https://support.reloadly.com/portal?hsLang=en) [![light bg (1)](https://support.reloadly.com/hs-fs/hubfs/light%20bg%20(1).png?width=250&height=121&name=light%20bg%20(1).png)](https://www.reloadly.com/) Open main navigation Close main navigation - English Show submenu for translations - [Customer portal](https://support.reloadly.com/portal) - Go to reloadly.com Go to reloadly.com Help Center - There are no suggestions because the search field is empty. 1. [Help Center](https://support.reloadly.com/?hsLang=en) 2. [Frequently Asked Questions](https://support.reloadly.com/frequently-asked-questions?hsLang=en) # I cannot send the top up Top-up · Troubleshooting ## Top-up won't go through? It's almost always one of three things And the good news: if it fails, you're never charged for it. Common causes 3 to check Charged on failure? No Auto-detect helps? Yes A top-up that won't go through almost always comes down to one of three things on the recipient's side, not a problem with your account or wallet. Here's what to check. ## The 3 most common causes 📵 **The number isn't in service** The line might be disconnected, suspended, or never activated. ✏️ **The number is incorrect** A typo, a missing digit, or a wrong country code in the number itself. 📡 **The wrong operator or country was selected** Sending to an operator that doesn't actually serve that number. ## 📱 We try to catch this automatically When submitting a top-up, the correct country and mobile operator are automatically detected from the phone number you provide — which catches a lot of these issues before they become a failed transaction. **Best practice:** verify the recipient's number in advance whenever you can. And if a top-up does fail for any of these reasons, rest assured — you're never charged for it. Still can't get a top-up through? Our support team can help you figure out why. [Contact support → Visit our support portal (https://support.reloadly.com)](mailto:tickets@reloadly.com)   - [Start Here](https://support.reloadly.com/start-here?hsLang=en#main-content) - [Account & Onboarding](https://support.reloadly.com/start-here?hsLang=en#account-onboarding) - [Swype](https://support.reloadly.com/swype?hsLang=en#main-content) - [I'm a Business Partner](https://support.reloadly.com/swype?hsLang=en#im-a-business-partner) - [I'm a Cardholder](https://support.reloadly.com/swype?hsLang=en#im-a-cardholder) - [Test Mode](https://support.reloadly.com/test-mode?hsLang=en) - [Wallet](https://support.reloadly.com/wallet?hsLang=en) - [Security](https://support.reloadly.com/security?hsLang=en) - [Roles](https://support.reloadly.com/roles?hsLang=en) - [Airtime Pricing](https://support.reloadly.com/airtime-pricing?hsLang=en) - [Topups](https://support.reloadly.com/topups?hsLang=en) - [Perq Rewards](https://support.reloadly.com/perq-rewards?hsLang=en) - [Gift Cards](https://support.reloadly.com/gift-cards?hsLang=en) - [Sales](https://support.reloadly.com/sales?hsLang=en) - [Reports](https://support.reloadly.com/reports?hsLang=en) - [Promotions](https://support.reloadly.com/promotions?hsLang=en) - [Rest API](https://support.reloadly.com/rest-api?hsLang=en#main-content) - [Developer Questions](https://support.reloadly.com/rest-api?hsLang=en#developer-questions) - [Troubleshooting](https://support.reloadly.com/rest-api?hsLang=en#troubleshooting) - [Frequently Asked Questions](https://support.reloadly.com/frequently-asked-questions?hsLang=en) - [Partnership](https://support.reloadly.com/partnership?hsLang=en) # Reloadly reloadly.com Help Center Copyright © 2026, Reloadly