Check that the order is paid and the item shows Delivered, that the number and operator are right, and the phone's balance. If it is still missing, contact support.
Find out where it stopped: at the payment, at the top-up, or at the phone. Your order page tells you which. Delivery is usually instant, but it might take 0–24 hours in rare cases.
01Check the order
- 1Open your order page: the link in your order email, or Orders in your account.
- 2Read the status.Awaiting payment, Payment partly received or Payment window expired: the order is not paid, so the top-up was not sent. See I paid but my order still shows Pending payment.Processing: the order is paid and the top-up is being sent.Delivered: the top-up was sent to the number shown on the item.Failed, Cancelled or Refunded: the top-up was not applied. If you paid and see no refund, contact support.
- 3Compare the number on the item with the phone's real number, digit by digit, and check the operator.
02If the item says Delivered
- Check the phone's balance directly with the operator, for example in the operator's own app. Do not rely only on a text message arriving.
- Check what the product you chose gives. A data bundle adds data, not calling credit.
- If the product was a PIN voucher, nothing is added until the PIN is entered. See How do I use a top-up voucher or PIN code?.
03What the Refund Policy says
- Refundable (section 3.4): top-ups that were not applied to the recipient number due to a processing error on our end or a carrier-side failure.
- Not refundable (section 3.4): 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 carrier does not support reversal.
- Once we have your request with the details we need, review and refund are usually completed within 0–24 hours. Rare cases can take longer, for example when a supplier has to confirm, or for airline and hotel refunds.
For how an approved refund is paid, see How will I get my refund and how long does it take?.
04When to contact support
Contact us if the item shows Delivered but the credit is missing, if the item shows Failed, or if 24 hours have passed and it still shows Processing. You can write earlier. 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 phone number you topped up and its operator
- the amount
- a screenshot of the phone's balance or the operator's history showing that the credit is missing
Never send your password, verification codes, wallet seed phrase or private keys. We will never ask for them.