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Top-up not received

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

Top-up · Troubleshooting

Right number, no credit? Here's what we do next

Your wallet was charged but the recipient never got the top-up — here's exactly what to send us and what happens after.

Reading time

1 minute

Level

Basic

You'll need

5 transaction details

If a transaction went through on Reloadly's side — your wallet was charged — but your recipient says the top-up never landed, here's what to send us and what we do from there.

1

Send us these 5 details

Email tickets@reloadly.com with:

1

Transaction ID

2

Recipient phone number

3

Amount sent

4

Operator

5

Date of transaction

💡 Tip: sending all 5 details upfront means we can open the ticket with the operator right away, instead of going back and forth to collect what's missing.
2

We check directly with the operator

We open a ticket with the operator to confirm whether the transaction actually succeeded on their end, or whether it was rolled back for some reason.

Two possible outcomes

✅ Confirmed by the operator

We give you a confirmation ID, which your client can use to claim the top-up directly with their operator.

↩️ Rolled back

We reimburse your account for the cost of that transaction.

Have a different top-up issue?

We're more than glad to help.

Contact support →