The operator couldn't process my order

There are different reasons why your operator couldn't process your transaction. These are some common ones:

• The operator may be experiencing technical problems.
• The phone number or the operator may be wrong.
• The amount or plan selected may be invalid for the number.
• The number may be post-pay or no longer in use.

What can I do?

You can review with the receiver if the phone number is correct and active, and if it belongs to the selected operator. 

 If the receiver confirms that all the details are correct, you can reach out to our customer care team and we'll help you identify which might be the problem. 

What can I do if I made a mistake with the top-up details? 

If you have realized that you have made a mistake with your top-up, and this is the reason why it has failed, don't worry, you can send your transaction again selecting the correct top-up details. 

I have been charged for the failed transaction

Since your transaction couldn't be processed, we won't charge you. You might see a bank authorisation on your statement but no money will be taken from your account. If you paid with PayPal, the funds will be reversed and available in your account within the next few hours, and if you paid by card it can take between 2-5 business days.