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Frequently Asked Questions
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Refund and Exchange Policy
When is the refund funds?
Refunds are provided if payment to your service provider fails for technical reasons, in which case you will receive a full refund.
I made a mistake while making the payment, what should I do?
Please carefully check the payment details before making a payment, as most payments are non-refundable. If you made a mistaken payment, please contact Customer Support. If the error in the order was due to your mistake, a 10% fee will be applied to cover transaction costs. The processing time for a refund request is up to 30 business days.
I bought a Gift Card but got the wrong region, can I refund it?
Gift cards are non-refundable and non-exchangeable. They are valid for only one transaction, and the money paid for the card is non-refundable.
Refund for orders less than 5$
Due to high cryptocurrency transaction fees, refunds for orders less than 5$ are credited to your TopUp-Balance account in the form of bonuses, which you can use at any time.
I got mixed up and bought the wrong item, can I exchange?
It is impossible to exchange goods, since each digital code is individual and cannot be sold in several hands.
The payment for the order was made in BTC, ETH. How is the refund processed?
If the order was paid in BTC or ETH, the refund can only be processed to accounts on cryptocurrency exchanges such as Binance, Bybit, KuCoin. According to our service's compliance, we cannot send refunds to users' anonymous wallets.
How to request a refund or exchange?
If your case meets the refund or exchange conditions, please contact our support team via the contact form. In your request, please provide: - Order number - Reason for the request - Additional details (e.g., confirmation that the eSIM was not activated) All requests are processed in order, and the processing time may take up to 30 business days.
I bought an eSIM but haven't used it. Can I request a replacement?
Yes, if the eSIM has not been activated, you can request a replacement. Please contact customer support via the contact form to process your request.
I bought a digital product but haven't activated it. Is a refund possible?
No, a refund is not possible. Once the digital code has been sent to the customer, it is considered sold, even if it has not been activated.
Security
How pass safe are payments on your site?
All of our payment methods are secured. 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.
How do I activate Google Authenticator?
1. Login to your personal account on TopUp Balance, go to the Security page, click “proceed to activation” option. 2. Download the GoogleAuthenticator mobile application from the AppStore or GooglePlayStore. 3. Scan the QR code, enter the code from the GoogleAuthenticator application on the page, and save the secret key in a safe place.
I have lost access to the secret key. How to disable GoogleAuthenticator?
Please contact Customer Support and inform them about this. Attention! Restoring access to your account may require identity verification and take up to 30 days!
Is it possible to delete my account on Topup-balance.com?
You can delete your account in your personal account in the My Account section by selecting the Delete option. Please note that the whole payment history is unrecoverable.
There are many pages on the Internet that are similar to yours. How do I know that I have selected your service?
In the course of authorization on Topup-balance make sure that you are using the Topup-balance.com resource. The website boasts a certificate issued to its developer - Sectigo RSA Domain Validation Secure Server CA.
Your shopping for crypto
Where can one check the fee that will be charged when paying for the services?
The fee for each service is individual. To view the fee, select the service you are interested in, the amount, and choose the payment method. The fee will be shown before clicking the "Pay" button.
The payment is shown as successful, but the funds have not been received yet. What should I do?
After the payment, it takes time for your order to be processed.
If it’s a mobile top-up, the amount for most services is credited from 3 minutes to 12 hours. If you do not receive the funds within 30 minutes, please contact Customer Support.
Are there any hidden fees?
No, at Topup-balance.com we ensure full transparency regarding all fees and charges.
What are PINs or voucher?
PINs are virtual scratch cards with a PIN code for depositing electronic funds.
My order payment was successfully completed but i haven't received my goods.
Before contacting Customer Support, please take the following steps: 1. Check the accuracy of your phone number if it was a mobile top-up. 2. Check the accuracy of your email address. 3. Check the filters of your email provider and the spam folder.
I paid for the order with cryptocurrency, but I see that the time for sending the text has expired.
If the time has expired and you have already made the payment, you need to contact Customer Support.
I paid for the gift card, but the code does not work.
Make sure that the region of the gift card matches the region of your account. Also, double-check the entered gift card code. If the issue is not resolved, please send a request to our Customer Support.
Where can I find my order number?
The order number consists of 5-7 digits, and you can see it in the email, as well as in your personal account or on the page after payment.
How can I top up my mobile phone?
In our service, you can top up your mobile number from various countries. Simply choose your country, enter your phone number, and select your mobile carrier. Specify the desired amount for the balance top-up and the currency you will pay in. (Some mobile operators may be temporarily unavailable)
Which service is best for international mobile replenishment?
TopUp Balance is an international platform and offers mobile top-ups for carriers worldwide. We support 190 countries and over 200 mobile operators.
How can I activate the gift card or voucher code?
The information for activating your code is available on the official website of the company.
How can I get a bonus?
To receive a bonus, you must be logged into the site during any order. After a successful order, you will receive the bonuses in your account.
Other Questions
How can I unsubscribe from the email newsletter?
To unsubscribe from the newsletter, you need to log in to your personal account in the "Settings" section. After that, you will have access to options to manage your subscription from Topup-balance.com.
Please report any inaccuracies, errors, or malfunctions in the service immediately using the contact information and feedback form on the "Contact" page.
I have a business proposal.
Describe in detail the details of the business proposal, open the support page and select the section partnership.
Verification
Is verification mandatory?
Verification is required only for payments via credit cards, Alipay, WeChat. Verification is also mandatory when processing refunds from our side and in case your transaction fails AML verification, in this case, we also request verification.
If you cannot find answer to your question in our FAQ, you can always contact us. We will answer to you shortly!
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