This article will let you know some common Prepay top up issues and what you can do.
Before you begin
If you need help topping up, check our Top Up page
.
Steps
Follow the steps below to try and resolve some issues with topping up your Prepay connection.
Select the issue that you are experiencing:
Topped up wrong number
- Please contact us
and let the Customer Care agent know:
- The number you accidentally topped up
- The number you wanted to top up
Recharge voucher isn't working
- If you've recently bought the voucher and have not used it, please contact us
You will need to advise the serial number and PIN on the Voucher to the agent.
The cause of a voucher not working could include:- The Voucher has already been used.
- An expired voucher.
- EFTPOS printer or a software fault.
Can't read PIN on a voucher
- Please contact us
if you've recently bought the voucher and have not used it.
You will need to advise the serial number of the Voucher to the agent.
Why do I need to complete a bank security check when topping up?
For your security, your bank requires extra verification for some card payments. This helps confirm it's really you making the payment and protects your card from being used without permission.
You'll usually be asked to enter a one-time passcode sent by your bank or approve the payment in your banking app. If this step isn't completed, the top up won't go through and you won't be charged.
This helps to:
You'll usually be asked to enter a one-time passcode sent by your bank or approve the payment in your banking app. If this step isn't completed, the top up won't go through and you won't be charged.
This helps to:
- Reduce fraud and protect customers from unauthorised card use
- Protect One NZ from fraudulent transactions
- Align with industry standard payment security practices
Top Up didn't go through
When paying by credit or debit card, your bank requires a security check to be completed. This may involve entering a one-time password sent by TXT from your bank, or confirming the payment in your banking app.
If this step wasn’t completed, was closed, or timed out, the top up won't go through and you won't be charged.
Try again and make sure you complete the bank security check to finish the payment.
If this step wasn’t completed, was closed, or timed out, the top up won't go through and you won't be charged.
Try again and make sure you complete the bank security check to finish the payment.
Something else
- Please contact our customer care and explain your issue to the Customer Care agent