Last updated: January 2026
If your wallet is debited but the airtime, data or bill payment is not delivered, the transaction has failed. In most cases the amount is automatically reversed to your PayTop wallet. If a reversal does not appear within the timeline below, contact support and we will investigate and resolve it.
Once a service is successfully delivered to the network operator or biller, the transaction is complete and generally cannot be refunded or reversed, as delivery is instant and final on their side.
Because delivery is instant, airtime, data or bill payments sent to a wrong but valid number, smartcard, meter or account usually cannot be recovered. We will make reasonable efforts to assist, but we cannot guarantee recovery. Always double-check details before confirming.
If you funded your wallet but the balance did not reflect, it is typically credited automatically once our payment partner confirms the payment. If it does not reflect, contact support with your payment reference.
Automatic reversals for failed transactions are usually immediate to a few hours. Where manual investigation is needed (for example, confirming with a network operator or biller), resolution may take a few business days depending on their response times.
Contact [email protected] with your registered details, the transaction reference, date, amount and a short description. Keep your transaction receipt to help us resolve it quickly.
We may update this policy; the “last updated” date shows the latest revision. This policy forms part of our Terms of Service.
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