Customer support

Customer support

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  • How do I send prepaid credit to friends and family?

    Purchasing prepaid credit online for someone abroad is very easy by following these steps:

    1. Choose the country to which you wish to send credit;
    2. Enter the mobile phone number of the person to whom you wish to send the credit;
    3. Choose the desired top-up amount;
    4. Enter your own name;
    5. Check your order;
    6. Accept the general conditions;
    7. Choose a payment method.

    After receipt of your payment, the mobile phone number you specified will be topped up within several minutes. The recipient will receive an SMS message telling him/her that the prepaid credit has been topped up, including the sender's name.

  • How can the recipient top up his / her prepaid credit?

    Through the prepaid Union, the prepaid credit of the recipient is immediately topped up. This is an automatic process. The recipient does not have to top up manually using a code.

    The recipient receives an SMS message stating that his prepaid credit is topped up and who paid for it.

  • When is the prepaid credit topped up?

    As soon as we have received payment, the prepaid credit of the recipient is automatically topped up within minutes. With the notion that we do depend on the technicalities from the recipients operator, it is possible that technical hindrance can occur, e.g. in 2011 we noted that 0,2-0,4% of the transactions had a delay in service due to technical difficulties from the operators side.

  • How much does a transaction cost?

    The recipient always receives the top up in their local currency. On most occasions Prepaid Union buys the prepaid credit in US dollars, so there are two exchange rates that influence the final pricing; first the exchange from the local currency to US dollars, second from US dollars to the EURO.

    Besides that there are also fees which are paid to the merchant bank (payment through Paysafe and so on), and the SMS delivery message; these costs are also charged to the sender. Then as a company we also charge a margin to cover our expenses. On an average the additional costs are around 12-15%. Every month the price lists are corrected and adjusted to the current exchange rates.

  • I paid, but the prepaid credit of the recipient has not (yet) been topped up. Now what?

    It may be that your prepaid credit has not been received due to one of the following reasons:

    • A wrongly entered mobile phone number;
    • The provider in the country of your choice is experiencing delay or problems with the delivery of SMS messages;
    • Currently there are network problems between the different countries.

    If the prepaid credit has not been received after 24 hours, while payment has been successfully processed, the best thing you can do is send an email to specifying the phone number to be topped up and your own phone number. Our support team will contact you as soon as possible.

  • I mistakenly ordered prepaid credit from the wrong provider. Now what?

    Unfortunately it is not possible to reclaim a successful transaction. This is technically impossible.

  • I ordered credit, but I mistakenly specified the wrong mobile number. Now what?

    Unfortunately it is not possible to reclaim a successful transaction.

    We cannot verify whether or not the prepaid credit was topped up for the correct person. We only send prepaid credit to the phone number specified by the customer.

  • My question has not been answered, now what?

    If your question is not listed in our FAQ, you can also ask your question to our support team, by sending an email to Our support team will provide you with an answer as soon as possible.

    Every question or comment is unique and is processed in order of arrival. We kindly ask that you refrain from sending the same question or comment more than once. This delays the processes and increases our response time.

    Our support team is available 24 hours a day from Monday through Friday and in weekends between 0800 - 20.00 CET.