FAQ / Frequently Asked Questions
Below you can find our most frequently asked questions.
The first steps at Recharge.com
What is Recharge.com?
At Recharge.com you can recharge phone credit internationally and 24/7. You can recharge your own credit or that of your friends and family abroad.
How do I recharge phone credit?
It’s super easy! Just follow these steps and you’ll be ready in no-time.
- Choose the country: where is the phone you want to refill?
- Select carrier and product: let us know which product you’re going to buy
- Fill in your information: fill in your email address and/or the recipient’s phone number
- Pay and receive: after your payment the order will be sent immediately
How long does it take before the phone credit is recharged?
There are two ways to recharge your credit, but in both cases you’ll receive the phone credit within 1 minute. As soon as the credit has been recharged 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 recharged 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 recharge code by email. This code is sent immediately to the email address you filled in and you can use this code to recharge 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 recharges?
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 recharge not succeed?
Of course, we don’t want this to happen! First check if you entered 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 recharge. If they are not able to make the recharge, then naturally we will deposit the amount back into your account.
How do I recharge phone credit using a recharge code?
After a successful payment, you’ll receive the recharge code and instructions by email. With this code you can recharge the credit on the phone.
Why does my recharge code not work?
In combination with the right carrier, the code should always work. If you simply follow the recharge 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 recharge the phone credit for you with your recharge code and phone number. Still a problem? Please contact our Customer Care team.
Can I make several recharges at the same time?
Unfortunately, it is not yet possible to make several recharges 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 recharged the wrong number?
When you have entered the wrong number and this is a valid number of someone else, we unfortunately can't reverse the recharge when the number has been successfully recharged. A quick delivery is a reason for customers to buy at Recharge.com, so we do everything we can to process the recharge as soon as possible. With that in mind, please make sure to always check the phone number before you continue to pay and complete the order process.
When you find out you've entered the wrong number, it's always possible to contact Customer Care, but keep in mind that in most cases neither they can cancel your order anymore. In the end you are responsible for the number you enter.
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 recharge 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. To prevent the order confirmation from ending up in the spam folder, please add email@example.com to your safe senders list.
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.
What is consumption tax and how does it affect my order?
Certain countries have tax rules applied to airtime or data top-ups which mean that the amount you receive for your recharge will be reduced by a determined percentage after you pay. The amount depends on the consumption tax (sometimes known as sales tax) percentage which varies per country.
In certain countries, the government withholds a percentage of consumption tax on the amount sent to your phone.
Unfortunately, we don’t have any control over this, but we let you know on the checkout page if the amount you receive will be reduced because of consumption taxes, and by how much.
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 recharges and recharge 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 do I pay a service fee?
We want to provide you with the best service and to do so we charge a service fee. Why is that?
- Making use of certain banking connections and payment methods, comes with costs for us too
- We make sure you can access our website 24 hours a day, 365 days a year
- You receive your recharge or recharge code within several minutes
- Recharge.com provides you with a safe payment environment
- There's an enthusiastic Customer Care team at your service in case you have questions or need some help
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. Many carriers allow you to 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 from 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?
When a direct recharge didn't succeed straight away and you don't want to wait any longer, you can request a refund. You can do this by clicking the link in the email we sent you concerning the delay.
When you bought a recharge code but didn't receive it yet, it might be possible that the code is (temporarily) out of stock. In this case you can cancel the order and request a refund too.
When a direct recharge already succeeded or you already received the recharge code, it unfortunately is not possible to cancel the order and request a refund.
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 can always take up to five 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 more than others to process a refund. Have you still not received the refund after six days? Then please contact our Customer Care team so they can help you.
How does the money back guarantee work?
We want to make sure that you receive what you pay for!
When you’ve entered a correct number, but the recharge fails, you will receive a refund. Also when you ordered a recharge code that is temporarily out of stock, you can request a refund.
If you have entered a wrong number, but a valid number of somebody else, we are unfortunately unable to refund the money. The same goes when you have ordered a code for the wrong carrier or country. We are unable to check if the code has been used or will be used in the future, so requesting a refund is not possible. Please always make sure that you enter the correct phone number and/or purchase a code for the correct carrier and country.
Long story short: when something goes wrong at our end, but the payment was successful, we will refund the full amount.
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.