A top-up applied to a wrong number you entered cannot be reversed and is not refundable under the Refund Policy. Contact support at once in case it has not been sent.
Contact support at once. If the top-up has not been sent yet, it may still be possible to cancel it. Once a top-up has been applied to the number, it cannot be reversed, and our Refund Policy does not refund a top-up sent to an incorrect phone number provided by the customer.
01What to do now
- 1Open your order page and read the item's status and the number on it.
- 2If the item says Awaiting payment or Processing, contact support straight away through the support widget. Say "wrong number" and give your order number.
- 3If the item says Delivered, the top-up was sent to the number shown.
02What the policies say
- Terms of Service (section 7.4): once a top-up is successfully applied to the recipient number, it cannot be reversed. You are responsible for providing the correct phone number and selecting the appropriate operator and country.
- Refund Policy (section 3.4), not refundable: top-ups successfully processed and applied to the recipient number, top-ups sent to an incorrect phone number provided by the customer, and top-ups where the operator does not support reversal.
- Refund Policy (section 8): cancellation is only possible before delivery or activation.
- The top-up page shows the same warning before you pay: "Check the number carefully. A top-up sent to the wrong number cannot be reversed."
03If the number was right but the operator was wrong
Tell support which operator the number is really with. What happens to such a top-up depends on the operators, so we cannot say in advance. Check the item's status on your order page: if it shows Delivered, support checks the case and reviews it under the Refund Policy.
04How to avoid it next time
- Choose the number's country first, then type the number without the country code.
- Read the number back in the Top-up summary before you add it to the cart.
05When to contact support
Contact us as soon as you notice the mistake. Use the support widget on the site, or email [email protected], and send:
- your order number (format KM/ORDER-XXXXXXXX)
- the email used for the order
- the number on the order and the number you meant
- the operator and the amount
Never send your password, verification codes, wallet seed phrase or private keys. We will never ask for them.