There are several reasons Automatic Recharge (auto-recharge) may fail to activate:
- Negative balance: If the account enters a negative balance, only an autoblock notification is sent. The customer must top up manually in this case – refer to Adding credit to your account article.
- Pending transaction: If a pending transaction exists, it must be completed or updated before auto-recharge can be triggered.
- Failed or rejected payment: If an auto top-up attempt fails or is rejected, the auto top-up function is deactivated.
- Manual payment review: If the account requires a manual review before applying a payment, auto-recharge will not proceed.
Solution:
- Ensure the low balance warning amount is appropriately configured.
- Consider adding multiple low balance thresholds to improve usage monitoring and proactive account balance management.
- Verify that the auto-recharge amount is sufficient to cover expected usage.
- If a pending transaction or failed payment is preventing auto-recharge, contact the Online Support team. Once the issue is resolved, reactivate the auto-recharge prompt as required.
Related Content:
