My top-up failed, but the money has been taken from my bank account—what should I do?

If your top-up fails because the address linked to your card doesn’t match your bank’s records, the transaction may appear as pending in your bank account.

Don’t worry—you’ll get those funds back. We send an authorization reversal immediately, but some banks don’t process reversals. If that happens, it can take up to 10 days for the money to return to your account.

If you have any concerns or need an update, please contact your bank directly.