---
title: Top-up or data bundle not received? What to check and what to send us
description: Top-up or data bundle not delivered? Check the transaction status and recipient details, then send us the details we need to investigate quickly.
---

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# Top-up or data bundle not received? What to check and what to send us

## Most top-ups arrive within minutes. If yours hasn't, check the transaction status first, then contact us with the details below so we can investigate straight away.

## 1. Check the transaction status

Look up the transaction in your Reloadly dashboard, or through the API using its transaction ID.

| Status | What it means | What to do |
| --- | --- | --- |
| Successful | We sent the top-up to the operator and it was accepted | Check the details in step 2, then contact us if the recipient still has nothing |
| Processing / Pending | The operator hasn't confirmed yet | Give it a little longer. If it stays pending, contact us with the details in step 3 |
| Failed | The operator rejected the top-up | Check the details in step 2. You can retry once the cause is fixed |

## 2. Check the recipient details

Many missing top-ups come down to one of these:

- **Wrong number or country code:** confirm the full number in international format, e.g. +234 for Nigeria.
- **Wrong operator:** a number that has moved to another network (number portability) can be rejected or delayed. Check the operator selected matches the recipient's current network.
- **Wrong product type:** airtime and data bundles are different products. A bundle won't show as airtime balance.
- **Operator delays:** operators sometimes run maintenance or have temporary outages, which can delay delivery.

## 3. Contact us with these details

Sending everything in your first message is the fastest way to get it resolved. Please include:

| Detail | Example |
| --- | --- |
| Transaction ID | 32737072 |
| Your custom identifier, if you use one | order-8841 |
| Recipient number, with country code | +93 70 000 0000 |
| Country and operator | Afghanistan, Roshan |
| Product and amount | 500 AFN airtime |
| Date and time of the transaction, with time zone | 27 Sep 2026, 14:36 UTC |
| Any error message you received | TRANSACTION\_CANNOT\_BE\_PROCESSED\_AT\_THE\_MOMENT |

Email these to [tickets@reloadly.com](mailto:tickets@reloadly.com). For several transactions, send them in one message as a list or CSV rather than one email each.

## What happens next

We check the transaction with the operator and reply with the result. If the operator confirms delivery, we'll share their confirmation. If it wasn't delivered, we'll explain the next step for your funds.

## Frequently asked questions

**The status says Successful but the recipient has nothing. Why?**  
The operator accepted the top-up, but delivery to the handset can occasionally be delayed or the details may not match. Check step 2, then contact us with the details above.

**Can I just send the top-up again?**  
Only if the first one failed. Retrying a Successful or Processing transaction can result in the recipient being topped up twice.

**Can you cancel a top-up sent to the wrong number?**  
Once an operator accepts a top-up, it usually can't be reversed. Contact us straight away and we'll check with the operator, but we can't guarantee a reversal.

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