Adding Credit and Auto Top Up

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1. How do I add credit to my Planet Talk account?
To add credit:

• From the Home screen, select the “Add Calling Credit” option.

• Choose the amount you wish to add and apply any promo codes (if available) before completing the top-up.

2. Why do I need to authenticate my debit or credit card when adding credit for the first time?
Authentication is required the first time you use your debit or credit card. The initial authentication is for £0 to verify your card details. Follow the on-screen steps and avoid pressing the back button to prevent transaction interruptions.

3. What payment methods are accepted?
You can pay using:

• Credit or debit card (first-time authentication required)

• Apple Pay

• Google Pay

4. How do I manage my payment methods?
You can store and manage your payment cards in the app under Settings > Payment Methods. Here you can:

• Add or delete payment cards (note: Planet Talk cannot add or delete cards for you).

• Enable or disable auto top-up for automatic recharges when your balance is low.

5. What is auto top-up?
Auto top-up automatically recharges your account when your balance is low. You can enable or disable this feature in the Payment Methods section of the app. Planet Talk cannot manage this setting for you.

6. How can I enable the Auto Top-Up feature?
PlanetTalk is a self-service app, which means features such as Auto Top-Up, adding credit, and saving a card can only be activated by you within the app.

To enable Auto Top-Up, follow these steps:

• Log in to the PlanetTalk app.
• Tap Settings at the bottom-right corner.
• Select Payment Methods.
• Toggle Calling Credit Auto-Top Up to enable the feature.
  
  

Once enabled, your calling credit will be automatically topped up according to your Auto Top-Up settings.

7. I don’t want Auto Top-Up anymore. How can I disable it?
PlanetTalk is a self-service app, which means features such as Auto Top-Up, adding credit, and saving a card can only be managed by you within the app.

To disable Auto Top-Up, follow these steps:

• Log in to the PlanetTalk app.
• Tap Settings at the bottom-right corner.
• Select Payment Methods.
• Toggle Calling Credit Auto Top-Up off  to disable the feature.
  
  

Once disabled, automatic top-ups will no longer be processed.

8. How long is my credit valid?
Your credit expires 180 days after your last activity (e.g., topping up or making a call). You can view the expiry date directly under your credit balance in the app.

9. How can I apply promo codes for discounts?
You can apply promo codes during the top-up process to enjoy discounts and special offers. Simply enter the code before completing the payment.

Follow these steps:

• Open the PlanetTalk app and tap Add Calling Credit at the top-right corner above your balance.
• Select the amount you would like to top up and tap Checkout.
• Tap Add Code next to the promo code option.
• Enter your promo code.
• Tap Pay to complete the transaction.
  
  

Once the promo code has been applied successfully, the applicable bonus will be added to your top-up.

10. How can I ensure my credit stays active?
To keep your account active and your credit valid:

• Make calls or top up regularly.

• Monitor your activity and expiry dates in the app.
  
  

11. Is Planet Talk’s service secure?
Yes, Planet Talk is a self-use service. Only you have access to your card details and auto top-up settings.

12. How can I get help if I need assistance?

• Check our FAQ section in the app for quick answers.

• If you need further help, email us at care@planettalk.com or use the in-app chat option. Our customer service is available Monday to Friday, 9:00 a.m. to 5:00 p.m.

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