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:
How do I enable Automatic Recharge on my account?
Why is Automatic Recharge not working?
... View more
