Question 1

How do I send a mobile top-up?

Accepted Answer

To send a mobile top-up: 1) Log in to your account or create a new one, 2) Enter the recipient's phone number with country code, 3) Select the mobile operator, 4) Choose the top-up amount, 5) Complete payment using your preferred method (credit card, PayPal, or Stripe), 6) Receive instant confirmation and the top-up is delivered within seconds.

Question 2

Which countries do you support?

Accepted Answer

We support mobile top-ups to over 150+ countries worldwide including Canada, USA, Philippines, Sri Lanka, India, Pakistan, Bangladesh, Thailand, and many more. Visit our Countries page to see the full list of supported destinations and operators.

Question 3

Do I need an account to send a top-up?

Accepted Answer

Yes, you need to create a free account to send mobile top-ups. This allows you to track your transaction history, save favorite recipients, and access exclusive promotions. Registration takes less than 2 minutes and requires email verification via OTP for security.

Question 4

How long does it take for the top-up to arrive?

Accepted Answer

Most top-ups are delivered instantly within 5-30 seconds. In rare cases, it may take up to 15 minutes depending on the recipient's mobile operator. You'll receive a confirmation email once the top-up is successfully delivered.

Question 5

What payment methods do you accept?

Accepted Answer

We accept major credit cards (Visa, Mastercard, American Express), debit cards, PayPal, and Stripe payments. All transactions are processed securely with bank-level encryption and PCI DSS compliance.

Question 6

Is my payment information secure?

Accepted Answer

Absolutely! We use industry-standard SSL/TLS encryption and never store your complete credit card details. All payments are processed through PCI-compliant payment gateways (Stripe and PayPal). We also implement security headers, CSRF protection, and rate limiting to prevent fraud.

Question 7

Can I get a refund if the top-up fails?

Accepted Answer

Yes. If a top-up fails to deliver, we will automatically process a full refund to your original payment method within 5-7 business days. You can also contact our support team for assistance with failed transactions.

Question 8

What will I be charged?

Accepted Answer

The final price you see at checkout is what you pay. All costs are clearly displayed before you complete your purchase, with no surprise charges.

Question 9

How do I reset my password?

Accepted Answer

Click "Forgot Password" on the login page, enter your registered email address, and we'll send you a password reset link via email. Follow the link to create a new password. For security, password reset links expire after 1 hour.

Question 10

Why do I need to verify my email with OTP?

Accepted Answer

Email verification via One-Time Password (OTP) is required for security. This ensures that only you can access your account and prevents unauthorized registrations. The OTP code is valid for 15 minutes and can be resent if needed.

Question 11

Can I change my email address?

Accepted Answer

Yes, you can update your email address in Account Settings. For security, you'll need to verify the new email address with an OTP code before the change takes effect.

Question 12

How do I enable two-factor authentication (2FA)?

Accepted Answer

Two-factor authentication is built into our login system using email OTP codes. Every time you log in, you'll receive a verification code to your registered email. This provides an additional layer of security for your account.

Question 13

What if I entered the wrong phone number?

Accepted Answer

Unfortunately, once a top-up is successfully delivered, we cannot reverse or transfer it to another number. Please double-check the phone number before confirming your purchase. If the top-up hasn't been delivered yet, contact support immediately.

Question 14

The top-up hasn't arrived. What should I do?

Accepted Answer

First, check your email for the delivery confirmation. If it's been more than 15 minutes, check your Transactions page for the status. If the status shows "Pending" or "Failed", contact our support team with your transaction ID for assistance.

Question 15

Why was my payment declined?

Accepted Answer

Payment declines can happen for several reasons: insufficient funds, expired card, incorrect CVV/billing address, or bank fraud protection. Try using a different payment method or contact your bank. If the issue persists, reach out to our support team.

Question 16

I'm not receiving OTP codes. What should I do?

Accepted Answer

Check your spam/junk folder for emails from Talky. Add support@talky.ca to your contacts. If you still don't receive OTP codes, it may be a temporary email delivery issue. Wait a few minutes and try again, or contact support for assistance.

Question 17

How do I know which operator to select?

Accepted Answer

Enter the recipient's phone number and we'll automatically detect the correct mobile operator in most cases. You can also verify the operator by checking the recipient's mobile network name or contacting them directly.

Question 18

Do you support prepaid and postpaid numbers?

Accepted Answer

We primarily support prepaid mobile numbers. Postpaid support varies by country and operator. Check the operator details on our platform or contact support to confirm if a specific postpaid operator is supported.

Question 19

Can I send data bundles instead of airtime?

Accepted Answer

Yes! We offer data bundles for select operators in supported countries. When selecting a top-up amount, you'll see available data bundle options if they're supported for that operator.

Question 20

Do you offer business accounts for resellers?

Accepted Answer

Yes! We offer Business (RESELLER) accounts with higher transaction limits up to $200/day, volume discounts, dedicated support, and API access. Business accounts require company registration details during sign-up. Perfect for retail shops, money transfer businesses, and mobile top-up resellers.

Question 21

What are the benefits of a business account?

Accepted Answer

Business accounts receive: Higher daily limits ($200 vs $25 for personal accounts), volume-based pricing discounts, priority customer support, API access for integration, dedicated account manager, detailed transaction reports, and bulk top-up capabilities. Ideal for businesses sending frequent mobile recharges.

Question 22

Can I integrate Talky with my existing system?

Accepted Answer

Yes! Business accounts have access to our RESTful API for seamless integration with your existing platform, website, or mobile app. Our API supports real-time top-ups, balance checking, transaction status, and operator lookup. Documentation and test credentials are provided upon approval.

Question 23

Are there any hidden fees or charges?

Accepted Answer

No hidden fees! The price you see at checkout is the final amount you pay. This includes the top-up value sent to the recipient plus a transparent service fee (typically 2-5% depending on the destination country). All costs are clearly displayed before you confirm payment.

Question 24

Do prices vary by country and operator?

Accepted Answer

Yes, pricing varies based on the destination country, mobile operator, and current exchange rates. Each operator has different costs and our service fee may vary. Popular routes like Philippines, India, and Pakistan typically have competitive rates due to high volume. Check the Countries page for specific operator pricing.

Question 25

Can I get a receipt for my transaction?

Accepted Answer

Absolutely! You receive an instant email receipt for every mobile top-up transaction. The receipt includes transaction ID, date and time, recipient number, operator, amount sent, total cost, and delivery status. You can also view and download all past receipts from your Account Dashboard transaction history.

Question 26

What is your refund policy?

Accepted Answer

We offer full refunds for failed transactions that were not delivered to the recipient. Refunds are processed automatically within 5-7 business days to your original payment method. If a top-up was successfully delivered to the correct number, refunds are not available. For disputes, contact support within 24 hours with your transaction ID.

Question 27

How can I track my top-up transaction?

Accepted Answer

Log in to your account and visit the Transactions page in your dashboard. Each transaction shows real-time status: Pending (processing), Completed (delivered successfully), or Failed (refund initiated). You also receive email notifications for each status change. Save your transaction ID for support inquiries.

Question 28

What if the recipient didn't receive the credit?

Accepted Answer

First, check your transaction status in the dashboard. If it shows "Completed," the credit was successfully delivered to the mobile number. The recipient should check with their carrier as it may take a few minutes to appear. If status shows "Failed," a refund is automatic. For other issues, contact support with your transaction ID.

Mobile Top-Up Help Center

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Frequently Asked Questions

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Documentation