Prepay | Troubleshooting Top up issues

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

  1. 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

  1. 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

  1. 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.

Something else

  1. Please contact our customer care and explain your issue to the Customer Care agent

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