Your top-up has not landed

First, the reassurance

Money has left your account and the balance has not changed. That is alarming, and it is almost always timing.

Work through the four checks below before contacting us. Most top-ups resolve on their own within the expected window for the payment method used.

1. Which method did you use

Card should appear quickly.

Bank transfer takes longer. Banks move money in batches and do not settle at weekends or on public holidays, so a Friday afternoon transfer may not appear until the following week. This is the single most common cause.

If you sent a bank transfer and it is still the same working day, it is very likely fine.

2. Check the Billing screen

Open Billing and look at the Top-ups tab under Balance movements. Every top-up appears there with its date and amount.

If it is listed, the money arrived. Check your Available figure in the top bar. If Available looks lower than you expected, some of it may have moved to Occupied against orders that came in, which is not the same as missing. SeeAvailable and Occupied.

3. Check what your bank says

Has the payment actually left, or is it pending on your side? A card payment showing as pending on your statement has not necessarily reached us.

4. Check the reference

For bank transfers, the payment reference is how we match your money to your account. A transfer sent without it, or with the wrong one, still arrives but has to be matched by hand.

If you think the reference was wrong or missing, tell us now rather than waiting. That converts a slow manual hunt into a quick one.

Do not send it twice

If a top-up has not appeared, resist re-sending. Two payments have to be untangled, and that takes longer than finding one.

Contact us first. If it turns out the first one genuinely failed, send the second then.

Contact us with this

That is everything needed to trace it. SeeHow to reach support.

Meanwhile, your orders

If your Available balance is at zero, new orders cannot be funded and they will not ship. If you have orders waiting and a top-up in flight, tell us when you get in touch so we know it is time-sensitive.

Worth avoiding next time: top up before you need to, not when an order is already waiting. Bank transfers especially, and especially before a weekend.

Frequently asked

How long should a card top-up take? It is instant once the charge succeeds. If the charge went through and the balance has not moved, get in touch. How long for a bank transfer? Longer, and not at weekends. Do you accept PayPal? No. I sent the wrong amount. Tell us. It still lands on your balance. I sent it to the wrong details. Tell us straight away with the proof of payment. Can I cancel a top-up? Contact us. Unused balance can be returned by bank transfer.