Mobile Top-Up

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1. What is Mobile Top-Up?
Mobile Top-Up allows you to send airtime or data to family, friends, and loved ones abroad. Payments can be made using:

• Card Payment (Card, Apple Pay, Google Pay)

• Calling Credit (Available Planet Talk balance)

2. How do I send a Mobile Top-Up?
To send a Mobile Top-Up:

1. Open the Planet Talk app and tap "Send" (center bottom of the app).

2. Select "Mobile Top-up".

3. Choose a recipient:

   • Saved Contacts: Select from your contacts.

   • New Recipient: Manually enter the phone number.
     

4. Select Airtime or Data.

5. Choose the amount:

   • Fixed Amount: Select from the displayed options.

   • Open Range: Enter a custom amount.

6. On the Checkout Page, tap "Pay With" and choose:

   • Card Payment (Apple Pay, Google Pay, or saved card)

   • Calling Credit (if you have available balance)

7. Tap "Pay" to complete the transaction.

3. What should I do if my transaction fails?
If your transaction fails:

• Stay on the transaction page once you have tapped “Pay” to prevent the transaction from failing.

4. What should I do if the recipient didn't receive the airtime or data?

• Ask the recipient to check their balance.

• If they haven’t received it, retrieve the Reference Code for assistance:

  • Open the Planet Talk app and tap "Send" to view recent top-up transactions.

  • Select the transaction to view the Reference Code.

  • Provide the Reference Code to the recipient to contact their service provider.

5. What should I do if my card was charged, but the transaction is still marked as "Pending" or "Voided"?
If you paid with a card and the amount was deducted but the transaction is still marked as "Pending" or "Voided":

• Check your bank statement or app to confirm the debit.

• If debited, allow 3-5 working days for the bank to reverse the funds.

• If the funds are not reversed within this timeframe, contact your bank for assistance.

6. What should I do if my Calling Credit was deducted, but the transaction is still marked as "Pending" or "Voided"?
If you paid using Calling Credit, and the credit was deducted but the transaction is still marked as "Pending" or "Voided":

• Take a screenshot of the transaction details.

• Send an email to Planet Talk Customer Support with the transaction details for further assistance.

7. How can I get help if I face issues with Mobile Top-Up?

• Check our FAQ section in the app for answers to most queries.

• For further assistance, 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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