My top up failed, what should I do?

Your top-up may have failed for a number of reasons:

  • You do not have sufficient funds available in the account you are using to top up your card.
  • The debit card details you have entered are incorrect. Please make sure the details match what is printed on your card.
  • The address registered to your card is different to the bank’s information. If this is the case, you will need to update your address either with us or with your bank to be able to complete the top-up.
  • The verification check (3D secure) was not completed 
  • There is a technical issue with your debit card.

If you have checked all the above, and continuing to have issues, please contact us and we will look into this further.

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