Paid, and the top-up has not arrived?
Start here. Most top-ups arrive within seconds, and when one cannot be delivered you are refunded automatically — so this is almost never money that has gone missing. The three checks below settle most of these in about a minute, on the recipient's own phone.
Three checks, one minute
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Check 1
Has it been less than an hour? Wait.
Carriers credit when they credit, and on a busy day they are slower than usual. A good part of what people write to us about has already arrived by the time we reply. Waiting is not us stalling — it is the step that keeps this to minutes instead of days.
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Check 2
Look inside the carrier's own app, not only at the balance.
Credit does not always land as main balance. Depending on what was bought it can arrive as data, or as a separate bundle that a balance code does not show at all. Ask the person to open their carrier's own app and look there before deciding nothing arrived.
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Check 3
Compare the number with your confirmation email, digit by digit.
One digit out and the credit went to a different phone. Your confirmation email shows the number the top-up was sent to. Read it against the number you meant to reach, digit by digit — this is the single most common thing that goes wrong. If the number was wrong, still write to us and say so.
What your order can be doing
Every order is in one of four states, and your order page says which. Its reference is on your confirmation email — it begins with mit-.
- Awaiting payment
- The order exists but no payment reached us, so nothing was sent and nothing was charged. If you believe you did pay, write to us with the reference.
- Payment received
- We have your payment and the top-up is on its way. It is not confirmed yet — this is the state an order sits in while the carrier is crediting it, and it is the one the checks above are for.
- Delivered
- The carrier confirmed the credit. If the person still cannot see it, it is check 2 above: it has probably landed somewhere other than the main balance.
- Failed
- We couldn't deliver this top-up. If you were charged, you'll be refunded automatically.
Why a top-up can fail
We do not control the carriers, so we cannot promise every top-up goes through. These are the three reasons we actually record. In all of them, a top-up we could not deliver is refunded.
- The carrier did not accept the number. This is the most common one. The number can be wrong by a digit, or the line can have moved to a different carrier than the one that was chosen.
- The carrier's system was not available. Their side was down or refused the request. There is nothing to do from your end except order again once it is back.
- The carrier never confirmed it. We sent the top-up and waited, and no confirmation came back in time. We stop rather than risk sending it twice.
Still not right? Write to us.
A person reads these. Put your order reference in — it is on your confirmation email and it begins with mit- — and tell us what the recipient sees on their phone. That is usually enough for us to answer in one reply instead of three.
- Use the form below. We reply to the email address you give us.