FAQ

Frequently Asked Questions

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What is TopUp Balance?

An online service where you can buy a gift card, for cryptocurrency, as well as top up phone of any mobile operator in the world.

Who are we?

TopUp Balance was created in 2018 by a small group of crypto enthusiasts who traveled around Southeast Asia. At that time, the questions were how to build a bridge between cryptocurrency and real goods, how to spend any cryptocurrency. The main goal of the service is to provide transparent and fast service in the field of sales of digital goods, gift cards, replenishment of the balance of any mobile operator for cryptocurrency and using other payment systems.

I did not find my country on the list. What shall I do?

Due to certain legal restrictions, we do not offer our services to users from a number of countries. If your country is not on the list, it means that we do not work with this country. You can follow the updating of countries in our official twitter, facebook, reddit accounts!

Can I use temporary email?

Please keep in mind that in this case third parties will have access to your digital product!

I didn't receive an email to confirm my registration.

Please check your spam folder and then write an email to support. You can also try using your other email.

Refund 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 have made a mistake while paying. What should I do?

Check your payment details carefully. Most payments are non-refundable! In case you have made an erroneous payment, please contact the customer service. If the mistake in the order was on your part, then a 10% commission will be applied to cover the costs of the transaction. 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?

The gift card is non-refundable and non-exchangeable and is valid for one transaction only. The money paid for the gift card is non-refundable.

Refunds for orders less than $5.

Due to the high fee crypto transactions, the refund is made to your TopUp-Balance account.

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.

Payment for the order was in BTC, ETH

If the order was paid in BTC, ETH, then we make a refund only to the Binance account. Since according to the compliance of our service, we cannot make transfers to anonymous wallets of users.

Security

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?

Saya kehilangan akses ke kunci rahasia. Bagaimana cara menonaktifkan Google Authenticator?

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 rates differ depending on the service type. To view the actual fee, choose the country and product you are interested in, the amount and choose the payment method. The fee will be displayed prior to clicking the “Proceed to checkout” button.

The payment is displayed as successful, but the funds have not been credited yet. What shall I do?

It takes some time to credit the funds to your account after payment has been made. Crediting of the relevant payment for the most services takes from 6 minutes to 12 hours. In case of prolonged processing of applications, you will be notified prior to making a payment.

Are there any hidden fees?

No, TopUp Balance provides complete transparency regarding all fees and charges. Each product has a different fee. In some cases, it may not be available or the value of the product may be less than its nominal value.

What are PINs?

This is a virtual scratch card with a code for crediting electronic funds. Usually you will receive such a code to your email and sometimes as an SMS to your phone.

My order payment was successfully completed but i haven't received my goods.

Before writing to the support service, follow these steps. 1. Check for correctness your phone number 2. Check for correctness your email.

I paid for the order via bitcoin, but I see the text time is over.

If the time has expired and you have already paid, the order will be processed at the current exchange rate at the time of confirmation in the blockchain network.

I have pay a Gift Card, but code didn't work.

Please make sure that the region of the gift card matches the region of your account. Also double check the gift card code you enter. If the problem persists, please open a ticket to our support team.

Where can I find my order number?

The order number consists of 5 digits, it can be seen in an email, it can also be seen in your account or on the final page after your payment.

How can I top up my mobile phone internationally?

You can top up your mobile number from any different countries in minutes in our service. Just choose your country, enter the phone number and choose your mobile operator. Specify the desired amount to replenish the balance and the currency in which you will pay.

Which service is best for international mobile replenishment?

TopUp Balance is an international platform and offers replenishment mobile operators from around the world. We support 190 countries and 200+ mobile operators.

How can i top up my prepaid card?

In our service you can top up your prepaid card in minutes. For payment, you will need only select a payment method. We will send the prepaid mobile credit code to the email inserted.

How do I redeem my code?

Information on activating your code is on the official website of the company.

Other

How do I unsubscribe from e-mail newsletters?

In order to unsubscribe from e-mail newsletters, you must log in to your personal account in the Settings section. Further, options to configure the distribution of TopUp Balance newsletters will be available.  Please report immediately any inaccuracies, errors and service faulty operation using the contact details and the feedback form available on the contact us 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 necessary only for payments via bank cards, Alipay, WeChat, Apple Pay, Google Pay. Verification is also required when returning funds from our side.

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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