We understand how frustrating that can be. If your payment went through but the person you topped up didn’t receive their call credit, data, or bundle, don’t worry — we’re here to help.
✅ First, Check Your Confirmation Messages
When you make a mobile top-up through Shop360, you should receive two confirmation messages:
Payment Successful – This means your payment was processed.
Top-Up Successful – This means the recipient received the product.
If you only received the payment confirmation, it means that your payment was successful, but the top-up may have failed or is still pending.
🕒 Why Can This Happen?
There are a few reasons the top-up might not be delivered:
The recipient's mobile provider didn’t process the request properly
There’s a delay on the carrier’s end
📋 What You Can Do
If the top-up wasn't received:
Wait a few minutes – Sometimes there's a slight delay.
Double-check the recipient's number – Make sure it was entered correctly.
Contact Support – We're happy to look into it for you.
📨 When contacting support, please include:
The recipient's phone number
The date and time of the transaction
Any confirmation messages or screenshots
Our team will check the status of the top-up and, if it failed on the provider's side, we can request a refund for you.