What a reference code looks like

It is the short code at the top of the confirmation message we sent when the request came in. If the message is gone, the email address or phone number you used is usually enough for an agent to find it.

We deliberately do not put a live request table on this page. A public page that hands out request states to anybody who types a code would be a bad idea, so a person checks instead and replies to the contact on the record.

How long we keep a request on file

Request records stay with us for 24 months and are then deleted. That covers the period during which a refund or a query could still reasonably come up.

If you want your record removed sooner, the privacy page explains how to ask and what we are obliged to keep for financial reporting.

If the payment went through but the credit did not arrive

Tap the card on a reader first, because some cards only surface a new balance after a tap. If it genuinely has not moved, use this form or write to the desk directly.

We trace what was submitted and when, and then either complete the top-up or return the full amount including the service fee. You do not have to argue for it.