FREQUENTLY ASKED QUESTIONS

Top Up, Queries and Support

What is eTopUpOnline.com Top Up?

Etopuponline.com is a secure online system that enables anyone to instantly buy mobile Credit, Recharge, Load or Top Up for a prepaid Mobile Phone in over 100 countries. Our customers use eTopUpOnline.com to buy Mobile Airtime for either themselves or friends and family members overseas.

How do I send a Top Up?

Go to www.eTopUpOnline.com.

  • Select the Country.
  • Enter the Phone Number.
  • Verify the Carrier.
  • Select the Top Up transaction amount.
  • Review the order and complete payment using our secure online payment process.
  • A confirmation message will appear on your screen with details on your completed transaction.
  • A confirmation email and receipt will be sent to your email address.

    NOTE: Recipients will also receive a transaction confirmation SMS message from their Mobile operator.

How do I register to use eTopUpOnline.com?

Create an account at www.eTopUpOnline.com.

  • Select ‘Register’ at the Top Left of the Page
  • Enter your email address and password
  • Click on ‘Register’ at the bottom right of the page.
  • A Verification Code will be sent directly to your email.
  • Enter or copy/paste the verification code in the relevant field on the account login screen. Please make sure to check your Spam / Junk filters in the unlikely event the verification code does not appear in your Inbox.

How do I Top Up as an existing customer?

Login to www.eTopUpOnline.com.

  • Select the Country.
  • Enter the Phone Number.
  • Verify the Carrier.
  • Select the Top Up transaction amount.
  • Enter the payment details.
  • Review the order and complete payment using our secure online payment process.
  • A confirmation message will appear on your screen with the details of your completed transaction.
  • A confirmation email and receipt will be sent to your email address.

What should I do if have forgotten my password?

Please take the following steps to reset your account password:

  • Select ‘Login’ on the top right of the homepage menu bar.
  • Input your email address then click ‘Forgot Password?’
  • A screen will appear to enter your Email Address / User Name.
  • An email will be sent to your email address with a link to reset the account password.
  • Check your email and follow the instructions in the email to reset your account password and proceed further.

Why didn’t I receive my initial account registration or password reset email?

  • Please ensure you have specified a valid email address.
  • Check your Spam / Junk email folder(s).
  • If you are still experiencing issues, please contact our Customer Support Team at support@etopuponline.com

How do I change my account password?

  • Log in to your eTopUpOnline.com account using your email address and password.
  • Select ’My Account’.
  • Then select ‘Change Password on the left column.
  • The ‘Change Password’ screen will be displayed.
  • Enter the new password twice for confirmation, then click on ‘Change Password’.

How can I contact customer support?

There are several convenient ways to contact customer support:

  • Go to www.etopuponline.com and use the green Support button on the lower right corner of the website. If the green button is labeled ‘Chat’, there is a live representative available. Otherwise the system will create a Support Ticket and you can send us a message for further action.
  • If you are logged into your eTopUpOnline.com account select ‘Support’ then ‘Create New Ticket’ to create a new Support Ticket.
  • Send us an email at: support@etopuponline.com

What is the time between the Top Up transaction and delivery to the mobile phone?

The Top Up transaction is generally completed within seconds after it has been sent. You should receive further information from us in the form of an email if the transaction is pending or delayed for any reason. Please contact our support team at support@etopuponline.com for further information and if any issues arise.

Can I send Top Up to more than one mobile number?

Yes, you can send mobile Top Up to more than one mobile number.

What countries and/or mobile operators are available for Top Up?

Our current list of available countries and mobile carriers is accessible on our www.etopuponline.com website.

To view the current list of available countries and mobile carriers:

  • Go to www.eTopUpOnline.com.
  • Select 'Carriers & Countries' on the top right menu bar.
  • Select your Country of interest from the dropdown list and the Carriers available for that jurisdiction will be displayed.

Can I send mobile Top Up to all countries or mobile carriers?

Even though we have an impressive (and ever expanding) coverage of Top Up service to over 220 mobile operators in over 100 countries, we do not have complete worldwide coverage with all Carriers. We are constantly adding new Carriers. If your carrier is not listed, check back periodically or email us at support@etoupoline.com to request a carrier and service territory.

What is the cost to send a Top Up?

The cost of a Top Up transaction is based upon the denomination amount selected. During the checkout process the total amount due will be indicated. This amount includes the details of any additional charges (such as taxes or SMS fees) that affect the ultimate Top Up recharge amount that will be received by the transaction recipient.

Why do I have to pay a local sales tax?

In many Countries, sales and/or VAT taxes are levied by the Government. Taxes are charged by the Operator as per Governmental regulation and any applicable taxes are passed on directly to the Consumer.

What happens if I Top Up a wrong mobile number?

All Top Up transactions are final and mobile recharge credits are available immediately upon successful recharge and confirmation. As such, all sales are final and Top Up transactions to wrong mobile numbers cannot be reversed, retracted or refunded. Please ensure you have the correct number before you complete the transaction. Contact us at support@etopuponline.com for further assistance.

What happens if I Top Up an invalid mobile number?

If the Mobile Number is invalid and does not exist, the Top Up transaction will not be performed and you will not be charged for the transaction.

Can I change my email address?

The email address is your eTopUpOnline.com Username and method of account identification. If you would like to change your email address, please contact our online Customer Support team at support@etopuponline.com. You may create a new account with another email address, but will lose all related information, history and points from the existing account.

Can I have multiple eTopUpOnline.com accounts?

You can only have one eTopUpOnline.com customer login account, but you may recharge multiple mobile phones.

Account and Billing Information

What should I do if I see an unauthorized charge on my credit card?

eTopUpOnline.com does not store, keep or maintain your credit card information. If you find unauthorized charges, contact your bank immediately as it is likely your card has been compromised elsewhere. Please also contact us at support@etopuponline.com so we can take appropriate action on our end.

How do I view my online Top Up or transaction receipt?

Upon logging into your eTopUpOnline.com account, select ’My Account’ and then ‘Past Transactions’ found on the top of the far left column. All previous transactions and related information are available for review. Additionally, a ‘Repeat’ functionality is available to conveniently repeat any listed past transaction.

What happens if my credit card is charged and I do not receive the Top Up?

Please contact our support team immediately at support@etopuponline.com

Why does my credit card billing address have to be the same as my credit card information?

Your address details must match your card billing address to ensure that it is your credit card. Your card issuer will reject the transaction if these details do not match.

What methods of payment are accepted by eTopUpOnline.com?

We accept all major Debit and Credit Cards: Visa, MasterCard, American Express and Discover as well as PayPal. If you wish to use PayPal and do not have an account, one can be created by choosing the PayPal option on the transaction screen.

How can I recognize transactions on my credit card or PayPal statement?

The transaction would appear on your credit card statement as etopuponline.com, and your PayPal statement as ETOPUP.

Why do I pay taxes for conducting an online Top Up transaction?

Many countries have instituted taxes on Telecom services. Purchasing a Top Up mobile recharge online is similar to a purchase made at a local Retailer and will incur applicable taxes.

I performed a Top Up, my credit card was charged, yet I did not receive the Top Up?

Sometimes there are technical issues that may lead to such discrepancies. Please contact us at support@etopuponline.com immediately for assistance. All transactions are backed by our Money Back Guarantee.

Why is my credit card not being accepted?

There are various reasons why your credit card or PayPal transaction may not be accepted. Please ensure that the information entered during the payment checkout process is the same on your credit card and/or PayPal account. Some other issues are directly related to your financial institution. Please ensure that your financial institution is the first point of contact when difficulties are encountered using your credit your card and/or PayPal account.

What is the exchange rate when conducting a mobile Top Up transaction?

eTopUpOnline.com utilizes the fairest exchange rate available, in keeping with international Foreign Exchange regulations and agreement with our partners. Exchange rates are subject to change and fluctuation on a daily basis.

Is a receipt generated after I have completed my Top Up transaction?

Yes. Once the transaction has been successfully completed, you will receive a confirmation on your screen and a receipt will be sent to your registered email address. The Top Up can also be viewed online under ‘Past Transactions.’

Why is there a charge on my credit card statement even though my card was rejected?

Even when a Top Up transaction is refused and is not successfully completed, the text ‘eTopUpOnline LLC’ may still appear on statements from your financial institution. This does not mean that eTopUpOnline.com is withdrawing any money from your account or ultimately charging you any amount. Such transactional holds are placed by the issuing card bank or financial institution and can take from 24 hours to 14 days to release.

Understanding Reward/Loyalty Scheme

What are Reward Points?

The Rewards Program offers two reward points for every dollar of purchase. Every 100 points accumulated earns $1.00 in rewards. A minimum of 500 reward points is required for redemption, and all points are valid for one year from the date of issue.

What do Reward Points represent?

Reward Points is the eTopUpOnline.com Customer Loyalty Program for use at eTopUpOnline.com. You can redeem your Reward Points for free mobile Top Up and airtime. For every US$1 in purchased top-up on eTopupOnline.com, you will receive 2 Reward Points. You can redeem your Points once a minimum of 500 Reward Points has been accumulated.

How do I redeem my Reward Points?

  • Log in to your eTopUpOnline.com account.
  • Follow the same process as topping up your mobile phone.
  • On the Review and Checkout Page, enter the number of Points to be redeemed.
  • Complete the payment process using your Credit Card or PayPal account.

How do I view my Reward Points balance?

  • Your Reward Points balance is displayed on the top right of the ‘Redemption of Reward Points’ section on the Transaction Review and Checkout Page.
  • To get a detailed breakdown of your Rewards Points balance, access ‘My Account’ and then ‘Reward Points Tracker’ on the left side of the page to view all related Reward Points activities.

Can I use my points for Top Up transactions?

You can redeem your Reward Points at any time; however, points are redeemed in increments of 500 Reward Points. 500 Reward Points gives a US$5.00 top-up credit.

Do I earn Reward Points during promotions?

Reward Points are offered on the core balance, or the amount spent, and not available on any bonus amount. Bonuses are usually offered by our Carriers and not specifically by eTopUpOnline.com.

Am I eligible for Carrier-specific loyalty programs when I Top Up at www.etopuponline.com?

Yes, you have access to all available bonus credits, rewards and promotions available from your mobile Carrier.

Automated/Recurring Top Up

What is recurring Top Up?

Recurring Top Up is a convenient feature that lets you schedule future Top Ups to automatically be sent to a specified mobile number at a designated time and date.

How do I establish a recurring profile?

Log into your eTopUpOnline.com account.

  • Select ‘My Account’ from the top menu bar.
  • Select ‘Recurring Profile’ on the left column.
  • Select ’Add New’ at the top right of the Recurring Profile page and proceed with creating a profile.

Can I cancel or modify a recurring Top Up profile after it is created?

You can cancel/modify your recurring Top Up transaction at any time.

  • Select ‘My Account.’
  • Select ‘Recurring Profile.’
  • Select the ‘Edit’ button next to the specific recurring profile that you are modifying and continue.

How many recurring Top Up profiles can I create?

Only one active recurring topup profile is allowed for a mobile number. You can create additional profiles for different numbers.

Can I modify the billing frequency of my recurring Top Up profile?

No, you cannot change the billing frequency or billing period of a profile. You will have to delete your profile and create a new one.

General

Is there an eTopUpOnline.com smartphone app?

Mobile applications are currently under development for each of Android and iOS (Apple) smartphone devices. Additionally, eTopUpOnline.com is already optimized for mobile devices in order to provide a positive user experience.

Privacy and Security

Is eTopUpOnline safe for credit card usage?

eTopUpOnline.com has been designed with security and privacy of data paramount. We never store any credit card information. eTopUpOnline utilizes state-of-the-art technology to ensure the utmost safety of your information.

eTopUpOnline.com is certified by McAfee, GoDaddy, and Trustwave for PCI Compliance regarding credit card and identity information. Your transaction is guaranteed.