My top-up code does not work. What can I do?

Check that the code matches your line's operator and country, that you entered it where the operator says, and that it was not already used.

A top-up code loads only a line of its own operator in its own country. If it still fails, write to samantha@genghis.pro with your order number and the operator's message. Refunds within 30 days if a code fails at first redemption, arrives incomplete or never arrives, or our page showed the wrong region.

By Claudio Cuccovillo, founder of Genghis. Last updated: September 26, 2026.

What should I check first?

Four things, in this order:

1. The operator and country. Compare the operator, country and currency on the product page with your SIM: a code loads only its own operator's lines.
2. Where you enter it. Use the operator's own app, site or dial code, as "How to redeem" on the product page shows. Read how mobile top-ups work for examples.
3. The typing. Copy the code from the payment screen or our email and enter every digit. Smart's help page says five invalid attempts block reloads until the next day (checked September 25, 2026).
4. Already used. Check your line's balance: an earlier attempt may have worked.

Lost the code? Read how and when you get your code.

What if it is a payment app voucher?

Check the issuer's own rules first (checked September 25, 2026). Binance lets only verified users redeem and restricts redemption in some countries, and a Rewarble payout sent to a wrong account is final. Read how to use a payment app or wallet voucher.

I loaded it on the wrong line. Can it be moved?

Not by us. Genghis never loads a code for you: checkout asks for no phone number, and the credit goes to the line where the code is entered. Once loaded, the code counts as used, and redeemed codes are not refunded.

What should I send you?

Your order number, a screenshot or the text of the operator's message, and the operator and country of your line. Write from the email address you ordered with, within 30 days.

Will I get a refund?

Yes, if the code fails at first redemption, or if our page showed the wrong region, and you write within 30 days. Redeemed codes, codes that expired after delivery, and restrictions on your own account or region when our page was correct are not refunded. Refunds are paid in USDT or USDC (ERC-20 or BEP-20) or as Genghis Points, 1 to 3 business days after approval. Read how refunds work, what to check when any code fails or the refund policy.

Still stuck? Write to samantha@genghis.pro with your order number.