Sometimes, when trying to send a mobile top-up via Shop360, you may see the message:
"Top-up not possible for this provider."
This usually means the detected mobile carrier (provider) linked to the phone number is either not supported or has been incorrectly identified. Don’t worry — there are simple steps users can take to fix this.
🛠️ What to Do if the Detected Provider is Incorrect
If the wrong carrier is automatically selected, users have two main options:
1️⃣ Select Another Contact
Sometimes, the number saved in a user’s contact list may not be properly formatted or linked to a supported carrier.
👉 Try choosing a different contact or re-enter the number manually.
2️⃣ View Available Providers
Tap on "View Available Providers" to see a list of supported carriers for that phone number’s country.
👉 This helps verify whether we currently support the desired mobile carrier.
🔄 Manually Selecting the Correct Provider
If the user knows the correct provider beforehand, but Shop360 detects the wrong one:
➡️ Tap "Change" next to the detected provider
➡️ Manually select the correct mobile carrier
➡️ Continue to Step 3: Verify the Carrier in the top-up process
Need help verifying a provider or checking support?
Our support team can report unsupported providers to the product team for review. Let us know how we can help! 💬