The credit card has been debited but the topping up failed

[yancey2008]

Hello, I encountered a problem when topping up, but I can't find the online customer service. Since I am abroad and it is inconvenient to call the customer service number, I can only look for help here. I used a credit card to top up twice, 5 pounds each time, a total of 10 pounds. The bank card has been debited, and the credit cards are Visa card (ending number 8901) and Mastercard card (ending number 8039). But the webpage prompts that the payment failed, and the amount is not shown in my account balance. Could anybody help me to solve the problem? Thanks a lot! 

[Northerner]

Hi @yancey2008 

If the debit failed then it won't show on your account balance.

When was the last time you made a chargeable call and text on the PAYG SIM. 

Thanks 

[Rach_H]

Hi @yancey2008,

Welcome to the Community!

We don't want you to miss out on your credit. Do the payments show as having left your accounts, or are these showing as pending?

Rach