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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

If your wallet was charged but the recipient never received the top-up, email tickets@reloadly.com with the transaction ID, recipient phone number, amount sent, operator, and date. Reloadly will open a ticket with the operator and either provide a confirmation ID or reimburse your account.

Reading time

1 minute

Level

Basic

You'll need

5 transaction details

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

Reloadly provides a confirmation ID. Your client should contact their operator's customer support directly — by phone, in-store, or via the operator's official support channel — and provide the confirmation ID to have the top-up applied to their account.

↩️ Rolled back

We reimburse your account for the cost of that transaction. If you have not received the reimbursement within 5 business days, contact tickets@reloadly.com to follow up.

Have a different top-up issue?

Reloadly support is available to assist with any additional top-up concerns.

Contact support →