Delivery Policy
Last updated: 1 June 2026
1. What we deliver
MobileTopUP delivers prepaid mobile airtime credit directly to the destination SIM you specify. Delivery is electronic — there is no physical shipment, and no shipping fee is charged.
2. Standard delivery time
The vast majority of top-ups are credited to the recipient's SIM within 5 to 60 seconds of a successful payment. Local operator load, carrier maintenance windows and cross-border routing can occasionally push delivery to a few minutes.
3. Delivery confirmation
Every completed order returns an operator reference code, which we show on the success page and email to the buyer. Where the destination operator provides an SMS receipt on their network, the recipient sees it directly on the phone.
4. Delayed or undelivered orders
If a top-up is not credited within 30 minutes, we consider it delayed. Our systems automatically re-queue the transaction against the operator; if the retry also fails, the order is marked undelivered and a full refund is triggered without any action required from you.
5. Wrong number entered by the buyer
If you entered the wrong phone number and payment has already been sent to the operator, the top-up cannot always be recovered. Contact support within 24 hours: recovery is best-effort and depends on the destination operator's reversal policy.
6. Ineligible or blocked SIMs
Some prepaid SIMs cannot receive top-ups (deactivated, expired, converted to postpaid, roaming-only, or blocked by the operator). If the operator rejects the top-up, we refund in full and email the reason returned by the operator.
7. Country and operator coverage
Coverage across 47+ countries is updated continuously. If an operator is temporarily unavailable, it is greyed out at checkout and no order can be placed. We never accept a payment for a route we cannot deliver.
8. Delivery cut-off and maintenance
Some operators impose nightly maintenance windows in their local time zone. During those windows, orders are accepted and queued, then delivered as soon as the operator resumes. Expected delivery time is shown at checkout when a maintenance window is active.
9. Proof of delivery for disputes
For chargebacks or disputes, we retain the operator's transaction reference, timestamp and status code for at least 18 months. This evidence is provided to card networks and payment processors on request.
10. Support
If a delivery issue is not resolved automatically, contact [email protected] with your order ID. We aim to reply within one business day and to close delivery cases within 72 hours.