I have received confirmation but the top-up hasn't arrived

It is possible to receive a confirmation email that the order was successful but the top-up hasn't arrived.

If this has happened to you, the first thing you need to do is check the information provided on the phone was correct.


I indicated the incorrect telephone number

I indicated the incorrect network provider


If you indicated the correct telephone number and network provider, we will contact the network directly to find out why the top-up wasn't received.

The network's system may be experiencing a technical issue and that is why the top-up hasn't been processed or you may need to receive a PIN via SMS to activate the top-up.

Don't worry if you are waiting for the PIN, we will make sure you receive it as soon as possible.

If you do not receive the PIN within 24 hours, please contact us by replying to the order confirmation email, so we can follow up for you immediately.