If your payment went through but the person you topped up hasn’t received their call credit, data, or bundle, here’s what usually happens and how to sort it out.
1. Check Your Confirmation Messages
When you complete a mobile top-up through Shop360, you normally receive two messages:
Payment Successful – Your payment was processed.
Top-Up Successful – The recipient’s mobile provider accepted the top-up.
If you received only the payment confirmation, the top-up may still be processing or may have failed.
2. Why This Can Happen
Delivery relies on the recipient’s mobile provider. In some cases:
The provider may not process the request immediately
The provider may reject the top-up request
There may be a short delay before the credit is applied
3. What You Can Do
If the recipient hasn’t received anything:
Wait a few minutes — small delays can happen
Double-check that the correct phone number was entered
Please share the details of the transaction so it can be checked
4. What to Share When Asking for Help
To review the status, provide:
The recipient’s phone number
The date and time of the transaction
Any confirmation messages or screenshots
If the top-up didn’t go through on the provider’s side, the payment can be refunded after verification.