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!


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 the customer service and ask the staff for assistance. Attention! Access restoration to your account may require identity verification and may take up to 30 days!

Is it possible to delete my account on

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?

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 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.

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.

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 3 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.

I chose to replenish the country of Ukraine, Belarus, Kazakhstan, why is the amount on the site indicated in RUB currency? How much will I get to the account?

The nominal currency for the countries of Ukraine, Belarus, Kazakhstan is RUB - Russian Ruble, but on the balance you will receive the amount that is indicated in the next step. The plans are to make for Ukraine, Belarus, Kazakhstan a denomination in the national currencies of a particular country.

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 after that your transaction was confirmed in the blockchain network three times then write the order number to our support team.

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.

I bought a Gift Card but got the wrong region, can I return 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.


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.


Is verification mandatory?

Verification is necessary only for payments via bank cards, Alipay, WeChat, Apple Pay, Google Pay.

If you cannot find answer to your question in ouf FAQ, you can always contact us. We will answer to you shortly!

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