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Auto Top-Up Troubleshooting

Solutions for common auto top-up issues.

Failed Charges​

Why Auto Top-Up Failed​

Common reasons:

ReasonWhat Happened
Card declinedBank rejected the charge
Card expiredYour card's expiry date has passed
Insufficient fundsNot enough money in your bank account
Card cancelledThe card is no longer active
Security blockBank flagged the transaction

What Happens When a Charge Fails​

  1. You receive a notification about the failure
  2. Your wallet balance remains unchanged
  3. Auto top-up is temporarily paused
  4. You need to resolve the issue

How to Fix It​

Step 1: Check Your Card​

  1. Go to My Wallet → Auto Top-Up
  2. Look for error message or warning
  3. Verify your card details are correct
  4. Check if card has expired

Step 2: Update Your Card​

If your card is the issue:

  1. Click Change Card
  2. Add a new valid card
  3. Complete verification
  4. Auto top-up will resume

Step 3: Contact Your Bank​

If the card should be working:

  1. Call your bank's customer service
  2. Ask if they blocked the transaction
  3. Request they allow charges from the merchant
  4. Try again once resolved

Step 4: Retry​

After fixing the issue:

  1. Go to My Wallet → Auto Top-Up
  2. Click Retry or Resume
  3. A new charge will be attempted

Auto Top-Up Not Triggering​

Threshold Not Reached​

Auto top-up only triggers when:

  • Your balance drops below your threshold
  • Not when it equals the threshold

Example: Threshold is R100, balance is R100 → No trigger. Balance drops to R99 → Triggers.

Recently Topped Up​

After an auto top-up runs, there's a brief cooldown period to prevent duplicate charges. Wait a few minutes if you just triggered a top-up.

Auto Top-Up Paused​

Check if auto top-up is active:

  1. Go to My Wallet → Auto Top-Up
  2. Look for status: Active or Paused
  3. If paused, click Resume

Payment Method Issues​

Your saved card may have issues:

  1. Check for warnings in Auto Top-Up settings
  2. Verify card hasn't expired
  3. Try updating to a different card

Duplicate Charges​

Why It Happened​

Rare, but can occur if:

  • Network timeout during processing
  • Multiple triggers in quick succession

What to Do​

  1. Check Transaction History for duplicate top-ups
  2. Note the transaction details
  3. Contact support with:
    • Date and time of charges
    • Amount charged
    • Last 4 digits of card used

Duplicate charges are refunded to your wallet or card.

Notification Issues​

Not Receiving Auto Top-Up Alerts​

  1. Check Notification Settings in My Wallet
  2. Ensure auto top-up notifications are enabled
  3. Verify your contact details are correct
  4. Check spam/junk folder for emails
  5. Ensure you haven't blocked the sender

Receiving Too Many Notifications​

  1. Go to Notification Settings
  2. Adjust which channels receive auto top-up alerts
  3. Consider enabling only email for receipts

Balance Issues After Top-Up​

Balance Not Updated​

After auto top-up:

  1. Wait 2-3 minutes for processing
  2. Refresh the Member Portal page
  3. Check Transaction History for the top-up
  4. If still missing after 15 minutes, contact support

Wrong Amount Added​

If the amount differs from your settings:

  1. Verify your current auto top-up settings
  2. Check if settings were recently changed
  3. Contact support if discrepancy persists

Resetting Auto Top-Up​

If issues persist, try a fresh setup:

  1. Cancel current auto top-up
  2. Remove the saved card
  3. Wait a few minutes
  4. Add a new card
  5. Set up auto top-up again

Still Having Issues?​

If you've tried the above and auto top-up still isn't working:

  1. Note your member number
  2. Screenshot any error messages
  3. Contact support

Provide:

  • Your member number
  • Description of the issue
  • Steps you've already tried
  • Any error messages received