General Questions

What can I do with this service?

You can send prepaid mobile credit to yourself, your friends and family. Simply enter the mobile phone number to top-up, choose the amount, enter your payment details and you’re all set!

Can I send top-up from any country?

Yes, you can send top-up from any country through the Topup Vago Top-Up website. However, as of today, we only accept credit and debit card issued and registered in the country of your mobile phone number.

Top-up

What is top up?

Top up is the credit that you can load on a mobile phone number.

What will happen if I try to top-up a phone number that is not supported?

Don’t worry, in this case the service will alert you and tell you we cannot send credit to this mobile phone.

How much credit can I send?

Once you enter the phone number you want to send credit to, you will be prompted to choose between different credit values. Those values depend on the mobile operator attached to the phone number you’re sending credit to.

Is there a limit on the credit I can send?

Yes, the following limits apply:

  • Sender limitations for value of recharge by day : $50

Please note that we will monitor each transaction closely and might need to suspend your account if we detect fraudulent usage.

How can I know the exact credit value that will be sent to my contact?

The page after selecting the topup amount shows the exact value your contact will receive in his/her local currency

How can I know if the credit has been received by my contact?

You will receive an SMS on the mobile phone number you’ve given us at subscription. The recipient will also receive an SMS detailing : the amount credited to his/her account in local currency.

I received a confirmation SMS but my contact says s/he hasn’t received the credit?

In this case, first make sure you sent credit to the correct phone number. If you are sure, please contact our customer service

How much time does it take for the credit to show up on my contact's account?

The credit is sent right away. You will receive a confirmation SMS.

I sent credit to a wrong number by mistake, can I cancel the transaction?

Unfortunately, the credit is sent right away to the mobile phone number you provided, and therefore a completed transaction may not be cancelled. This is why we show you several times during the top-up process the phone number you're sending to, in order for you to double-check. Therefore, our policy in this case is to not reimburse the transaction.

Account creation

Do I have to create an account to use this service?

Yes you have to create an account. This is for security reasons to prevent frauds.

What information do I need to provide to create this account?

You will need to provide basic information: your country, your mobile phone number (note you will receive a confirmation code on your mobile to finalize subscription so make sure to provide the right info), your email as well as a password to access the service again.

Why do I need to provide this information?

You need to provide this information so that we can prevent fraud, contact you on your mobile and email, and display your mobile phone number to your recipient once the transaction has been approved.

Why I am receiving a confirmation code?

You are receiving a confirmation code so that we can make sure this is your mobile phone number and prevent fraud.

What does happen if I don’t receive the confirmation code?

Please contact our customer service.

What information do I need to provide to log in to my account?

You will need to provide the email address and password you gave at registration.

Do I have to log in to my account each time I want to send credit?

Yes, each time you wish to send credit, you will need to log in to your account. This is meant for security purposes. This will enable you to facilitate your transaction in case you stored contacts and/or credit card information.

What can I do if I change phone number?

Pay attention, if you change your phone number, all your account's data will be lost and you will have to register once again to create a new account.

What can I do if I forget my password?

Click on the Forget my password link when logging in to the service. You will receive an email with a link to reset your password.

What can I do if I want to delete my transaction history?

No, you can’t delete your transaction history.

Payment

What are the different payment means available?

You can pay by credit card (Visa/Mastercard).

How can I be sure the transfer has been successful?

You will receive a confirmation on the web interface, on your mobile. The recipient will also receive a confirmation on his mobile phone

What can I do if my recipient doesn’t receive the credit on his account?

You can call our customer service.

Can I store my credit card information?

Yes, you can store this information in your account. You will be offered this option during the payment process. You can also go on your account, click on 'Credit and Debit Cards' and then click on 'Add New Payment Method'

Why is my credit card rejected when I’m trying to send the payment?

There are several explanations most probably due to our anti-fraud system. In this case, you can contact our customer service

Privacy

What are you doing with the data I provided?

You will keep those on our servers located in the Northern Europe region securely managed by Microsoft Azure.

Are you keeping information about the phone numbers I top-up?

Yes, we keep transaction records, available under 'Transaction History' in 'My Account' section.

What are you doing with my credit card information?

Your credit card information in your account to ease future transactions. Only you can access this information when you are connected on your account.

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