Frequently Asked Questions
Below you can find our most frequently asked questions. Can’t find your question or simply can’t figure it out? Contact us and we’ll help you!
The first steps at Recharge.com
What is Recharge.com?
At Recharge.com you can refill phone credit internationally and 24/7. You can refill your own credit or that of your friends and family abroad.
How do I refill phone credit?
It’s super easy! Just follow these steps and you’ll be ready in no-time.
- Choose a country: in what country is the number registered?
- Fill in the number you want to add credit to. For some countries you don’t need a phone number to recharge, just a code. If you select such a country, you will be sent to step 3 right away. With every refill we’ll make clear whether you'll receive an email with the refill code or if the credit will appear directly on your phone.
- Select the preferred product: how much credit do you need and from which carrier?
- Check and confirm: make sure to check if your order is correct. This is also the page where you can indicate if you want us to save your data for your next order and if you want to receive newsletters from Recharge.com.
- Checkout: choose your paying method, go through the checkout process and after only a few clicks you’ll receive your order confirmation. If you recharge using a code, you’ll receive an email with the code and refill instructions. When it comes to a direct recharge, the refill will get to the number in question directly. In both cases we’ll make sure to keep you informed about the status of your recharge.
How long does it take before the phone credit is refilled?
There are two ways to refill your credit, but in both cases you’ll receive the phone credit within 1 minute. As soon as the credit has been refilled successfully, you’ll receive a confirmation email.
Did you fill in the phone number of the recipient?If so, the telephone in question will be refilled immediately. This is also the case when you’re using a different network, for example while roaming.
Did you only fill in an email address?Then you’ll receive a refill code by email. This code is sent immediately to the email address you filled in and you can use this code to refill your phone credit.
Please be aware that in both cases it can take a few minutes to process your purchase.
To which countries can I make international refills?
At this moment, you can recharge to more than 140 countries worldwide. That’s right - over 140 countries! Because we’re always expanding, we’ll add even more countries to our product range, making things even easier for you.
Why does my direct refill not succeed?
Of course, we don’t want this to happen! First check if you entered in the right information (phone number, carrier) and whether this information is still up-to-date. So: is the number still active, is it a prepaid number and have you selected the right carrier?
Still not working? Then please contact our Customer Care team. They can check whether there has been a malfunction at the carrier or if the carrier does not allow the refill. If they are not able to make the refill, then naturally we will deposit the amount back into your account.
How do I refill phone credit using a refill code?
After a successful payment, you’ll receive the recharge code and instructions by email. With this code you can refill the credit on the phone in question.
Why does my refill code not work?
In combination with the right carrier, the code should always work. If you simply follow the refill instructions for your carrier, the recharge should succeed. You can find the instructions in the order confirmation you’ve received by email. You can also call your carrier, they can manually refill the phone credit for you with your refill code and phone number. Still a problem? Please contact our Customer Care team.
Can I make several refills at the same time?
Unfortunately, it is not yet possible to make several refills at the same time. We are actively working on making this possible in the near future. Would you like to be kept informed about this? Follow us on Facebook or subscribe to our newsletter.
Placing an order
What can I do if I accidentally refilled the wrong number?
To many customers, our quick service is a reason to buy at our website. After buying credit, we’ll get to work for you straight away to make sure the recharge gets to the right phone. If you contact our Customer Care team as soon as possible, they can still try to cancel the order for you, but this isn't always possible. So please make sure you always fill in the right number.
I haven’t received an order confirmation, did my recharge get through?
Provided that you’ve entered a correct email address, you should always receive an order confirmation after a successful payment. There is a possibility that the refill cannot immediately be processed. This could happen, for example, if you fill in a wrong/invalid phone number, when there is a malfunction at the carrier or when the payment has not succeeded. We always keep you informed on the progress of your order on the email address you provided us with. Make sure to always check the spam folder of your email account.
If a payment fails, we’ll refund the amount of the order. It depends on several factors how long it takes before the money is back on your bank account. In the meantime, be sure to regularly check the status of your payment with your bank. In many cases you’ll have the money back within a few working days. Does it take more than a week to get the refund? Please contact us. We’ll make sure you get what you’re entitled to.
I don’t see the correct carrier after filling in the phone number, what to do?
First check whether the number you entered is correct. Is everything in order on your end? There could be several reasons why you’re still not able to choose your carrier.
To start with, there is a possibility we do not (yet) support your carrier or country. If you can’t find your country of choice in the dropdown-menu, this means that your desired recharge is not an option yet. Were you able to find the right country but not the desired carrier at the following step, then we, unfortunately, do not yet support this carrier.
Another possibility is that our system can’t link your number to the right carrier. If you’re sure about your carrier, you can also change it yourself or change which carrier is selected.
Which payment methods are available?
That all depends on from which country you recharge. During the order process we clearly indicate which payment methods are accepted, including Mastercard and VISA. You can find an overview of the available payment methods on our payment methods page.
Why don’t I get to see all the payment methods?
We always show you the universal payment methods such as VISA and Mastercard. Next to these we offer local payment methods, such as iDeal and Carte Bancaire. The amount of credit you’re ordering also plays a role. Every payment method has its own minimum and maximum amount. Sometimes the currency you’ve selected is not supported by every payment method. These factors can contribute to you not getting to see all the payment methods. Fortunately, there are still many other payment methods you can choose from!
Is it possible to get an invoice from my order?
We’ll send an order confirmation to the email address you filled in while placing your order. Unfortunately, our system is not programmed to give out invoices. Direct refills and refill codes are excluded from tax, so if you’re a business customer you don’t have to worry about that. You can find the essential details about your order in the order confirmation you’ve received by email. Can’t find the order confirmation? Please let us know, so we can send it to you again.
Why does the amount I pay differ from the amount of credit I receive?
This has to do with the exchange rate and the costs we make to be able to offer you a quick and safe refill. What sort of costs can you think of?
- The use of certain bank connections and payment methods brings certain costs
- We continuously make sure our website’s safety is up-to-date with the best technologies
- The exchange rate might not be so favorable
- A refill with a high amount can be relatively less expensive than a refill with a lower amount.
Can we still ensure you get the best price? Yes, you can be sure about that! But while we try to offer you the lowest price possible, we are also dependent on our suppliers’ prices. One thing is certain: you always receive the amount of refill that is stated on our website.
Use your phone credit
What should I do if a promotional bonus from a provider has not come through?
It’s best to contact your carrier. They are responsible for passing on promotional discounts to customers.
Can my phone credit be used for mobile data?
We take care of your phone credit, but it is up to your carrier to decide what you can use this credit for. With many carriers you can use the credit for mobile data as well, but with some you can’t. If you want to know whether your carrier allows you to use your credit for mobile data, please contact your carrier.
Your account and preferences
Can I make an account on Recharge.com?
Sure you can! If you register using your email address and a password, you can check your order history and find out the status of your current orders. Moreover, you can save your personal information, like your carrier and phone number, so your next order will go even faster.
How can I unsubscribe for the newsletter?
Open the link at the bottom of our newsletters, and we’ll take your email address out of the system. Regrets? Then you can select the box for newsletters again at your next order and we’ll keep you informed on the news, promotions and giveaways. If you don’t want to receive updates by mail any longer, unsubscription is just one click away.
Can I refund my order?
If a direct refill did not succeed right away and you don’t want to wait any longer, you can ask for a refund. Simply click on the link in the email we sent you regarding the delay.
If you refill using a code from your carrier, no problems should occur. Does your code not work? Then please contact our Customer Care team. They will help you with your code and find a fitting solution.
I haven’t yet received my money back after a refund, what to do?
If you ask for a refund, the amount will be deposited into your account as soon as possible. Processing a refund always takes 5 working days. Sometimes it can take a little longer before the money is back on your account, because your own bank has to process the refund as well. Some banks need shorter time to process a transaction than others. Have you still not received the refund after six days? Then please contact our Customer Care team so they can help you.
How does Recharge.com handle my personal information?
Are payment transactions secure?
All of our payment methods are secured. Moreover, our website is encrypted with an https certificate and we use a 256-bit SSL-connection. These measures ensure a safe environment for your payments.