Top-up not received

What to do in case a top-up was successful but a customer complained they did not receive it

 - Habib Ajao

If the transaction was successfully processed by Reloadly and your wallet was deducted for the cost of this transaction then please send us an email to tickets@reloadly.com including the following details:

Transaction ID:
Recipient Phone Number:
Amount sent:
Operator:
Date of transaction:

We will open a ticket towards the operator to check if the transaction was successful on their end or if for some reason the transaction was rolled back.

If the transaction is confirmed, we will give you the confirmation ID so that your client can claim this topup directly with their operator.

If the transaction was rolled back, we will reimburse your account for the cost of this transaction.

If you have any other issues regarding a topup, please contact our Customer Support team. We will be more than glad to help!