Solve a problem
Paid for a top-up but not received it? What to check
Check payment and delivery separately, confirm the recipient and product, and contact support with your original top-up reference.
The short answer
Do not immediately buy another top-up. Check payment and delivery for the original order, then verify the number and selected product. A banking transaction and confirmation of operator delivery are separate stages.
Choose a top-upFind the original order
Open tracking from the confirmation page or the email link. If signed in, check orders associated with your account. Check spam folders and the email address used if the confirmation is missing.
Closing the page after payment does not prove failure. Finding the original status is safer than purchasing again.
Distinguish payment from delivery
An unconfirmed or pending payment does not mean credit was delivered. A successful payment can be followed by operator processing. If delivery is pending, keep the same reference and request a check.
Read any delivery failure or refund information shown. A temporary banking authorisation is not always a final debit; your bank can explain its status.
Check the appropriate operator counter
Verify the recipient and product. Credit should appear in the balance; a plan should be checked in active benefits. An unchanged data counter does not establish that a credit recharge failed.
The recipient can consult their operator tools and any notifications received. Avoid using instructions intended for a different operator or line type.
Give support useful information
Provide the order reference, purchase time, operator and the recipient’s observation. A status screenshot and relevant balance screenshot can help. Share the full number only through a private support channel.
Do not send full card details or bank codes. Support can investigate the order, but there is no universal delivery deadline or automatic refund promise for every situation.
Your questions
Is an SMS required to prove delivery?
An SMS is useful when sent, but also check delivery status and the relevant balance or benefits. Its absence alone is not conclusive.
Will paying again speed up delivery?
Avoid doing so until the first order is clarified. You could buy two separate top-ups.
References and conditions
This guide explains the EasyAlgerie ordering process. Operator offers and conditions can change: check those of your line before purchasing.