Support and FAQs

Find answers to frequently asked question or contact us via live chat and email. 

Getting Started

  • I do not see my country. Why?

    Tasonic supports over 140+ countries. Unfortunately, that is not all the countries in the world. We are however working to support even more.

    If you do not see your country you can let us know.

  • How long does it take to receive mobile top-up?

    All mobile top-ups are usually instant But, in rare cases it could take a few minutes.

    In the event the carrier uses recharge codes (PIN). You can get the code from your receipt and complete the top-up recharge. It should also be delivered to your phone via SMS at which point you can complete the top-up.

  • How do I send mobile top-up (credit, recharge, airtime)

    We have worked hard to make the process as simple as possible. It can all be done in the 4 steps below.

    1. Select the country where you are sending the mobile top-up (or the country the phone carrier is located).
    2. Check if operator detected is correct. If not, then manually select the correct operator.
    3. Select the top-up amount - for some carriers you can enter custom amounts, others only offer the fixed option.
    4. Enter receipts details and make payment Done!

  • What is Tasonic?

    Tasonic make it possible to send mobile top-up recharge (credit, airtime, load) across 150 countries and over 600 operators. You can send credit to yourself or to friends and families across the globe.

    We aim to become the prime destination for anyone looking to send mobile top-up.

  • Top-Up Not Received: What can I do?

    Usually a top-up is sent to a phone number almost instantly. However, rarely there are scenarios when there are delays from the operator which is out of our control.

    If you have waited for 2 hours then we recommend you contact your operator directly.

    Our customer care team is also available to assist via live chat or email. We can contact the operator on your behalf to find out what went wrong. We will need these information (they are in the order confirmation email).

    1. Order ID 
    2. Date of the transaction
    3. Phone number (where topup was sent)

    Though we make every effort to get back to you quickly we cannot guarantee a speedy resolution since it depends on the operator.

  • Payment

  • Do I get an order receipt?

    We send you an order confirmation email with all the relevant details for your order. If you did not receive it, you may contact us directly to receive one.

  • Why was my payment declined?

    Sometimes banks can decline transaction for various reasons. We cannot control what your bank decide to do about a transaction, so you must contact them as ask that they lift the limitation.

    In some cases its because of insufficient funds, incorrect CVC, card number or expiration date. Ensure you entered all the information correctly and that you have sufficient funds before contacting your bank.

  • What payment methods do you accept?

    We accept almost all credit/debit cards

    • We can accept Visa, MasterCard, Maestro, American Express, JCB, Discover, Diners Club, Union Pay, Google Pay, Apple Pay.
    • PayPal option is coming soon worldwide!

    If you are unsure about your card, just test it. In some cases, banks can decline transactions. We cannot control that, so you must contact your bank and ask them to lift the limits.

  • My Account / Cards Profile

  • How can I remove cards / payment methods from my account?

    1. Go to your account.
    2. Go to saved payment methods.
    3. Add, update or delete credit cards and other payment methods here.

    Feature not yet available in mobile app.

  • How do I create an account?

    In App or Website

    1. Click Sign Up / Register
    2. Enter Email / Password etc.
    3. Create your password or enter the code sent by SMS to the phone number.
    4. Click Register

    During Purchase

    1. Click Register
    2. Email, Password and Username
    3. Click Register and continue purchase

    With Social Media

    1. Click on login with Facebook or Google
    2. If you are not logged in on the social media account, you will be asked to login. We do not get access to this information. But Facebook or Google requires that you log in to send the required info to create your account.
    3. Your account will be created and you will be logged in automatically.

  • Placing an order

  • How do I use recharge code (PIN)

    The order confirmation email shown after successful order will contain your recharge / top-up code. It will also contain the instructions showing you how to do it.

    You can also contact your operator directly and have them apply the recharge top-up to your account.

  • Why can't I send mobile top-up?

    If you are having an issue with failing orders, our first advice is to double check all the details are correct. Check if the country is entered correctly, the number is correct and the amount selected is applicable.

    Then check your payment and personal details.

    In some cases your bank may be stopping the transaction. You can contact them or contact us to get some clarification.

  • Why do I have to pay fees?

    A fee is charged to process payments securely. You can view the transaction charges in the order summary section before you place the order. You may also view it on your receipt or in your account order history after the order is made.

  • I sent top-up to the wrong number. What can I do?

    There is nothing you can do.

    Once the mobile top-up is sent we no longer have control and we cannot recall the order. As a result, we cannot issue a refund since the order was already fulfilled.

    If your carrier supports credit transfers, you can try contacting the receiver and ask them nicely to return the received amount (it work sometimes).

  • I got less than I bought. Why?

    In some countries the government applies taxes to mobile top-up recharge. A percentage of the amount ordered is withheld by the government and this amount varies by country. We have no control over how much the amount is or if you get charged, it is taken automatically after we authorize the full amount of your top-up/recharge.

    The tax is usually called consumption tax or sales tax. If you are in doubt, feel free to reach out or contact your local authorities to learn more about taxes in your country with regards to mobile top-up recharge.

  • How do I send mobile top-up (credit, recharge, airtime)

    We have worked hard to make the process as simple as possible. It can all be done in the 4 steps below.

    1. Select the country where you are sending the mobile top-up (or the country the phone carrier is located).
    2. Check if operator detected is correct. If not, then manually select the correct operator.
    3. Select the top-up amount - for some carriers you can enter custom amounts, others only offer the fixed option.
    4. Enter receipts details and make payment Done!

  • Order Cancellation

  • I sent top-up to the wrong number. What can I do?

    There is nothing you can do.

    Once the mobile top-up is sent we no longer have control and we cannot recall the order. As a result, we cannot issue a refund since the order was already fulfilled.

    If your carrier supports credit transfers, you can try contacting the receiver and ask them nicely to return the received amount (it work sometimes).

  • I requested a refund but never received it. What do I do?

    1. Were you told you were issued a refund?
      If the answer to this is yes then we advice you to wait at least 5 business days since banking delays, do sometimes happen that we cannot control. You can also reach out to support to track your refund.

      If the answer is no, reach out to support and request a refund. As long as you never received the top-up (and results from our own investigation proves this might be the case), a full refund will be issued.

  • Can I get a refund?

    Sure! As long as you made a purchase and never received the mobile topup/airtime/recharge, we will issue a full refund when you notify us.

    However, you cannot receive a refund if you received the mobile top-up. Our team will do an investigation and ask any relevant questions after which a decision will be made based on the results.

  • Can I cancel my order?

    Mobile top-ups (recharge, airtime etc.) is usually sent to the recipient almost instantly. As a result of this, cancellation may not be possible in the vast majority of cases.

    However, if you made an order, but never received your mobile top-up, you can contact support for an investigation, cancellation and/or refund.