You just sent a top-up, your relative hasn't texted back yet, and now you're refreshing your email wondering if it actually went through. That's a normal reaction — you can't see their phone from where you are. Before you assume something went wrong, work through these steps in order; most "it didn't arrive" situations turn out to be one of the first two.
1. Check your order confirmation first
Every top-up generates an order confirmation with a reference number and a status. Start here:
- Find the confirmation email (check spam or promotions folders too).
- Look at the status shown — most orders will already say delivered.
- Keep the order reference handy. You'll need it if you end up contacting support.
If the confirmation already shows a successful status, the credit was delivered to the number you entered — the next step is making sure that was the right number.
2. Double-check the number you entered
This is the single most common reason a top-up seems to "disappear": the number was mistyped or entered in the wrong format.
- It needs the +93 country code, not a leading 0 in its place.
- Afghan mobile numbers have a specific digit count — an extra or missing digit sends the credit to a different, or invalid, number.
- Compare what you typed against your contacts or a recent message from your relative, digit by digit.
If the number was wrong, that credit can't be clawed back once it's reached a different valid number — which is exactly why this is worth checking early.
3. Give it a few minutes
Delivery is normally instant, landing within seconds of payment. Occasionally, if the carrier's own network is briefly slow on their end, it can take a few minutes longer. If it's been less than 10-15 minutes, it's worth just waiting before assuming anything is wrong.
4. Ask the recipient to check their balance
Sometimes the credit has already arrived and nobody's checked. Ask your relative to check their balance using their carrier's usual balance-check option on their phone. A surprising number of "it never came" reports turn out to be "it came, I just hadn't checked."
5. Still nothing? Contact support with your reference
If you've confirmed the number was correct, waited a reasonable amount of time, and your relative has checked their balance with nothing to show for it, it's time to get a person involved. Go to support and include:
- Your order reference number.
- The phone number the top-up was sent to.
- Roughly when you placed the order.
That reference number lets support trace exactly what happened on the carrier's end rather than starting from scratch.
6. Know what's refund-eligible
It's worth understanding this distinction, because it determines what happens next:
- If the top-up was delivered successfully to the number you entered, it's considered complete — digital top-ups are non-refundable once delivered, since delivery is instant to whatever number was submitted.
- If the transaction genuinely failed — meaning it didn't reach the carrier or wasn't delivered because of an error on ReloadJet's or the carrier's end — that's refund-eligible.
Support can tell you which situation applies once they've looked at your order, so there's no need to guess beforehand.
Frequently asked questions
How long should I wait before worrying?
Delivery is normally within seconds. Give it up to 10-15 minutes in case the carrier's network is briefly slow, then move on to checking the number and the recipient's balance before contacting support.
What's the most common reason a top-up doesn't arrive?
An incorrectly entered phone number — usually a missing +93, an extra or missing digit, or a typo. Always double-check the number against a reliable source before assuming the service failed.
Can I get a refund if I entered the wrong number?
No. If the top-up was successfully delivered to the number you entered, it's treated as a completed delivery, since there's no way to undo instant credit sent to a valid number. This is different from a transaction that failed outright.
Will I be refunded if the top-up genuinely fails?
Yes. A transaction that fails on ReloadJet's or the carrier's end — meaning it wasn't actually delivered — is refund-eligible. Contact support with your order reference so it can be investigated.
What information should I have ready before contacting support?
Your order reference number, the phone number you sent the top-up to, and roughly when you placed the order. This lets support look up exactly what happened rather than troubleshooting blind.