If your top up was rejected or failed to process there is usually a simple reason and an easy fix
It is important not to retry the payment until you understand what went wrong
Common reasons for failed top ups
- Payment was not completed on the mobile money or bank side
- Incorrect reference code was used
- The uploaded proof was missing or unclear
- Payment was made after the request expired
- Network or system errors during the transaction
What to do next
- Do not resend the payment immediately
- Check your payment confirmation or bank/mobile receipt
- Take a screenshot of the transaction
- Contact REasy support on WhatsApp and provide
- Your REasy phone number
- Payment method used
- Date and time of the attempt
- Screenshot or receipt of the failed transaction
Our team will verify the issue and either complete the top up or guide you on what needs to be corrected
Important note
In most cases once the issue is identified the payment can be processed without needing to pay again
If a refund is needed it will be issued after verification