A completed status means we handed the top-up to the carrier or released the voucher code. If you cannot see it, one of these is almost always the reason.
For a mobile reload
- Check the number on the order. A single wrong digit sends the credit to a stranger.
- Dial your carrier balance check. Some phones cache the old balance until you do.
- If you reloaded a data pack rather than main balance, the credit will not show in your normal balance. It sits under your data allowance.
For a voucher or gift card
- Open the order in My account. The code is shown on the order itself, so a missing email does not mean a missing code.
- Search your spam and promotions folders for the order number.
Still nothing? Send us the order number. Do not place a second order for the same top-up while we are checking, because both will be delivered.