Load FAQ’s

1.What if I have loaded an incorrect mobile number?
If you enter a number that does not exist, an error message will appear, and the transaction will not push through. On the other hand, we cannot guarantee a refund if the details you filled in are associated with a current or another account.

Please email us at support@theorangeplatform.ph, and a Product Specialist will assist you with this concern.

Note: TOP.PH will not be liable for erroneous entries resulting in disputes or losses.

2. I bought a prepaid load with TOP.PH, but I haven't received the load, and my Wallet balance has been deducted. What should I do?
If you haven't received the load, kindly check the transaction history to check the status of your load if success or failed, Once the Status is Success, but your load doesn't receive kindly screenshot your load transaction and sent it to email support@theorangeplatform.ph, Product Specialist will review your screenshot transactions, once product specialist confirms your wallet has been deducted, you will get a refund and it will take 2-3 business days.

3. Where can I find my Prepaid Load Transaction Status if failed or successful?
Step 1: Launch your TOP.Ph app.
Step 2: Tap the Inbox button to view your transaction history. Note: All transaction history will be automatically deleted after 90 days.

4. What are the available networks for TOP/Ph Prepaid Load?
Globe
Globe Broadband
Smart
Talk N Text
Smart Bro Prepaid
PLDT Prepaid home Wi-Fi
TM (Touch Mobile)
Sun (Sun Cellular)
Sun Broadband

5. Do you offer all networks promos in Prepaid Load?
Not all promos are available at TOP.PH, Kindly wait for further notice.

6. What if I accidentally input the wrong network in Prepaid Load, am I still going to receive the load?
No, an error notification will reflect on your screen, the transaction will not push through, and no charges have been made to your wallet.
Note: TOP.PH will not be liable for erroneous entries resulting in disputes or losses.

7. Can I load someone under my Phonebook?
Yes, you may tap the Phonebook icon on the right side of your mobile number and you can able to send it to your Phonebook list.

8. What if I Prepaid Load but my chosen network suddenly down, will I get a refund?
Yes, kindly screenshot your load transaction and send it to email support@theorangeplatform.ph, Product Specialist will review your screenshot transaction, once Product Specialist confirms the down of the system, you will get a refund and it will take 2 to 3 business days for the refund.

9. Will I get a cashback or discount if I load 500+ above?
As of the moment, the cashback or discount is not yet available, kindly wait for further updates.