Help Center

Most top-ups reach the recipient in under a minute. We hold the page open until the network confirms it, so when you see "Delivered" the credit is already on the line. If a network is slow, we tell you it is still being confirmed rather than pretending it is done.

We check that before you pay. Numbers get ported between networks all the time, and a top-up sent to the old network simply will not arrive. If we see the number is now somewhere else, we tell you which network it is actually on and let you confirm before anything is charged.

Three things: card processing, delivering to the network through our suppliers, and a reserve that covers top-ups that fail through no fault of yours. The fee is shown as its own line before you pay, every time, and we do not add a hidden margin to the exchange rate on top of it.

Visa, Mastercard and American Express, plus Apple Pay and Google Pay where your device supports them. We never see or store your full card number.

Almost certainly not, and we would rather say so plainly than let you find out later. Once credit is delivered to a valid, active line, the network will not reverse it — the money is on a stranger’s phone and no carrier will claw it back. That is exactly why we check the number is live before taking payment, show it back to you in full, and ask you to confirm it. If a top-up has not yet been delivered, contact us immediately and we will stop it if we still can.

No. You can send a top-up as a guest and we will email you the receipt. An account only exists to keep your order history and receipts together in one place.

Either the network is taking longer than usual to confirm, or our supplier did not answer clearly enough for us to be certain what happened. In the second case we deliberately stop and have a person check it against the supplier’s records instead of guessing and possibly sending it twice. Your card stays authorized but uncharged while that happens, and we email you the outcome.

We show you the network’s actual reason rather than a generic error. The most common one is a line that has expired or been suspended: if a prepaid plan runs past its grace period, the number still exists but the network will not accept credit for it. No lookup anywhere can detect that in advance — the line looks perfectly normal until the top-up is refused. When that happens, the recipient needs to contact their network to reactivate the line. In every failure case, your card is not charged.

Because we do not know yet whether it was delivered. If a supplier times out mid-request, retrying could send a second top-up you did not ask for, and cancelling could throw away one that actually landed. So we stop, hold the authorization without charging it, and have someone reconcile against the supplier’s ledger. It is usually resolved within 15 minutes.

Check the receipt: if it shows a network reference and a delivery time, the network accepted the credit onto that line. Forward the receipt to the recipient — it is the same reference their network can look up. It is also worth checking the credit did not go to a different line the recipient owns, and that they are checking the balance of the prepaid account rather than a bundle allowance.

It is encrypted in our database, never written to our logs in full, and never sent to analytics. Support staff see the last four digits. We use it to deliver the top-up and to spot fraud patterns, and nothing else.

Use the contact form with your order reference — it starts with STG- and is in your receipt email. Include the recipient number only if we ask for it.