My top-up failed—what should I do?

Your top-up may fail for several reasons:

• Insufficient funds in the account you’re using to top up.
• Incorrect debit card details—please ensure they match what’s printed on your card.
• Address mismatch—the address linked to your card must match your bank’s records. If not, you’ll need to update your address with us or your bank.
• Verification check not completed (3D Secure).
• Technical issue with your debit card.

If you’ve checked all of the above and are still experiencing issues, please contact us. We’ll investigate and help resolve the problem quickly.