Frequently asked questions about TOP-UP
How do I send mobile top-up on Fonmoney?
Fonmoney is very simple to use. - Just type in the number you wish to recharge and select how much top-up you want to send. - Then decide how you wish to pay. We offer payment via credit card, direct wire or Paysafecard. As soon as the transaction is complete, a notification is sent to the number with the updated balance.
How long does it take to top up a mobile phone?
The top-up only takes a few moments. As soon as the payment goes through, the number is topped up, and receives a confirmation message.
How do I know if the mobile top up was successful?
In general after the successful payment the mobile operator sends the recipient a message with the current credit balance. The message 'Transaction successful' will also be displayed on the screen, with the respective transaction ID.
If you log in to your Fonmoney account, you can see the current status of your transaction.
How does the recipient of the top-up find out about the transaction?
Immediately after the top-up has been sent, the prepaid phone will receive a message from the mobile carrier with the new prepaid balance.
What happens once the payment goes through?
Once your payment has been accepted, a notification including a Transaction ID will be visible on your screen. If there is a delay, we will continue to attempt the top-up until it is successful or the customer contacts Customer Support.
Does the top-up expire at some point?
Depending on the prepaid plan, the credit may expire after some time. Please check with your mobile provider.
What happens if I top up the wrong number?
If you have accidentally topped up the wrong number there is nothing we can do. We cannot get you a refund, so please verify the number you enter.
What should I do if the top-up was not received?
If the problem is an incorrectly entered number, there is nothing we can do. If everything was done correctly, please contact Customer Support at [email protected].
My account was debited, but I did not get my top up. Why?
There can be several reasons.
There were either delays on the part of the mobile operator, or in the processing of the payment. Unfortunately this can happen sometimes. Please contact our costumer support [email protected]
Do not forget to specify the Transaction ID or the number to be charged.
Your top up will be sent as soon as possible.
Why should I register with Fonmoney?
When you register with Fonmoney, you have the following advantages:
- You will be informed on a monthly basis about current deals, offers and news regarding our products.
- You can check the status of your transactions at any time.
- You can resend previously processed transactions, without having to re-enter all the information again.
Does it cost anything to register with Fonmoney?
No, registering with Fonmoney is free.
We are looking forward to your visit and your registration! From now on you will never miss any of our special offers!
Can I change my personal information after I have finished registering?
Yes, you can change your data at any time.
How? Log into your Fonmoney account and click on “My Account” and then “Edit Information”. Don’t forget to save your changes, and that was it!
I forgot my password, how can I reset it?
You forgot your password? No problem at all.
Just click on the “login” button on our homepage www.fonmoney.com, and then on “forgot password?”.
We will send you a link with which you can reset it.
How do I delete my Fonmoney account?
We are sorry that you want to delete your Fonmoney account. But we respect your decision and hope we won’t lose you as a customer.
In order to delete your account, please contact our Customer Support at [email protected].
Where can I find my transaction ID?
Registered users will find all their transactions listed under "My Account". For users who have not registered, we recommend making a note of the transaction ID right away, so that we can refer to it if there is an error or question.
What do I do if I have forgotten my Transaction ID?
If you have forgotten your Transaction ID, please contact our Customer Support at [email protected]. Indicate us your name or the last four digits of your credit card that was used to pay for the transactions. (If possible, please provide us both information. It will make it even easier for our support officers to find the transaction ID). If you didn't use a credit card, please write us the recharged number.
Where and how do I check the status of a transaction?
In order to check the transaction status, you must be logged into your Fonmoney account.
As soon as you are logged in, click on the sub-menu “My Transactions”, and you can check the status of any transactions.
Is it possible to cancel a top-up?
Yes, a top-up can be cancelled but ONLY if the payment has not yet succeeded.
If the payment has been completed, the transaction can no longer be canceled, and we cannot refund your money.
How can I pay on Fonmoney a mobile top-up?
For the mobile top-up we offer three different payment methods: via credit card (Visa or Mastercard), debitcard (Maestro*), Paysafecard or direct wire (SOFORT Banking**).
*We currently only accept Maestro cards issued by banks in the UK.
**Please be aware that payments with SOFORT banking are possible if the sender's bank account is located in Austria, Belgium, Germany, Italy, the Netherlands or Switzerland.
What is the 3D Secure Password?
3D secure is a technology developed by Visa and MasterCard to combat anti-fraud by raising the security standards for online payments. If you have a Visa or MasterCard, you can contact your bank any time to activate the 3D secure password. Depending on the country and the bank you are using, you will receive certain instructions regarding the activation of the 3D Secure Code. In some cases you will receive a password from the bank which can then be changed at a later date. In other cases you will receive mobile TAN codes from your bank, which can be used for online payments.
What are the CVV and CVC codes?
The CVV is the card verification value and the CVC is the card verification code. They are both 3 digit codes that can be found on the signature side of the credit card.
What happens with the rest of my Paysafecard credit?
If you paid for the top-up with a Paysafecard, the leftover credit will remain on your card. Paysafecard allows its clients to use multiple cards for online payments. You can get more information on the Paysafecard website.
Can I pay for a mobile top-up with an English credit card?
Yes you can.
Fonmoney accepts nearly all credit-cards, included english credit-cards
Can I make my payment for a top-up with a Polish credit card?
No, we do not accept Polish credit cards for Top-ups.
What do “number could not be checked” or “number invalid” mean?
If you get the notification “number could not be verified”, our system is temporarily unavailable. If you get the notification “number invalid”, it means the number was not entered correctly, or the provider is not supported.
It says PAYMENT REVIEW - what do I do now?
If you see the status "payment review" in your user account, this means that there was a delay in the processing of the payment you made. Unfortunately this sometimes happens.
Please contact our customer support [email protected].
Do not forget to enter the Transaction ID or the number to be charged. Your top up will be sent as soon as possible.
Where can I find reviews about Fonmoney?
You can find customer reviews on the Trustpilot Portal.
If you are using our services (online money transfers or online mobile top-ups), we would be happy if you reviewed us. Your opinion and experiences matter to us!
Are my data safe?
Yes, your data are safe with us. Our website has an SSL certificate which encrypts your data and avoids it falling into the wrong hands.
What happens to my personal information?
Fonmoney handles your personal information and data securely and confidentially. This data is only used for your transactions and information about our services. For more information please view our Privacy and Cookie Statement.
Where can I find the data protection agreement?
Your data security and money transfers play a fundamental role in our company. It is important to know that your data is carefully and confidentially stored. You can find more information on our data protection agreement here.
