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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
From the Reloadly app, we automatically attempt to detect the correct country and mobile operator 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.