When This Message Appears
You may see:
“Can’t find the provider”
“Mobile Top-up is not possible for this provider”
“Mobile Top-up not possible for this country”
These messages indicate a restriction related to carrier or country support.
Why This Happens
Shop360 depends on the following:
Countries where Shop360 is available
Countries where mobile top-ups can be sent
Supported mobile carriers
If any of these are not supported, the mobile top-up cannot be completed.
Message: “Can’t Find the Provider”
This may happen if the mobile number is incorrectly formatted or linked to an unsupported carrier.
You can:
Select another contact, or
Re-enter the mobile number manually using international format (for example: +254…)
If the correct provider is not available in the list, it is not currently supported.
Message: “Mobile Top-Up Is Not Possible for This Provider”
This means the detected mobile carrier is not supported.
If the wrong carrier is detected, you can:
Tap Change
Manually select the correct provider (if supported)
You may also:
Select another contact
Check the list of available providers for that country
If the provider does not appear in the list, it is not supported at this time.
Message: “Mobile Top-Up Is Not Possible for This Country”
This means Shop360 does not currently support sending mobile top-ups to that country.
Important
These restrictions apply only to Shop360 mobile top-ups.
Talk360 call credits are not affected.