Online Topups

Frequently Asked Questions

· Keep your username and password safe at all times
Please remember, your username & password is unique to you & must not be disclosed to anyone.


· How do I register?
Simply go to the login page and select the link at the bottom, this will take you to the registration form. Please fill in your details and press the ‘register’ button at the bottom of the page. This will activate your account.

You are then able to log-in at anytime, anywhere, and top up your mobile!


· Why do I have to register my pay-as-you-go service?
This added security measure is to protect you and your credit card from fraud.


· Are there guidelines for selecting a password?
Your password must be at least 8 characters and include both text and numerics.

Please remember, your username & password is unique to you & must not be disclosed to anyone!


· How many mobile numbers can I register for this service?
You can register up to 5 mobiles per account.


· How do I change my registered mobile numbers?
Once logged-in, please go to the ‘Change Details’ link. Once you have changed the mobile numbers, hit ‘save’. Your details will now be changed.


· How many pay-as-you-go mobiles can I top up at one time?
You can top up up to 5 mobiles in any one transaction. However, these numbers must be registered to your online top up account.


· What is my credit limit?
You are able to add up to £100 of credit in any 7-days using the online top up service, for example, if you added £100 of credit on your phone on 1st October, you will not be able to top up again using our online service until 8th October.

This credit limit only applies to the online top up service. You can still purchase top up cards over the counter in any of the retail outlets across the island.


· How do I top up my credit?
Now you have logged in using your username and password, please follow these easy steps:

  1. A dropdown list is located next to each of you registered mobile numbers. Please select the amount you wish to top up and hit the 'top up' button. You will now be taken to the payment page.
  2. Please input your credit card details and hit the 'Pay' button.
  3. You will be sent a text message containing your new credit balance.

If you have any difficulties topping-up your account please call our Mobile Services Helpline for assistance on 882882 at home or +44 1534 882882 when roaming.


· Why am I having difficulty topping up my phone?
You need to make sure that the personal details you registered match your credit/debit card billing address. This is important as we validate your details with your card issuer each time you top up to prevent misuse or fraud.

Don’t forget that the maximum amount you can top up online is £100 every 7 days. If you have already reached this level, you will need to top up by purchasing top up cards over the counter in any of the retail outlets across the island.


· Why haven’t I received my top up number via text message?

  • Please check that your mobile phone is switched on and in coverage.
  • Turn your mobile phone off and switch it back on. This should prompt our system to send you a text message.

If this does not help, please access your ‘transactional history’ via the navigation buttons at the top of the page. Included on this page is an option to ‘resend’ your top up number to your phone.

If you are still experiencing problems, please call the Mobile Services Helpline for assistance. Our helpline is available Mon-Sat 8am-9pm, and Sun 9am-6pm on 882882 locally or +44 1534 882882 when roaming.


· How secure is this service?
Our payment system uses secure socket layer software (SSL) to encrypt all of your personal information including your name, address and credit card number. SSL encrypts your personal information so it can be securely transmitted over the Internet. This is to prevent unauthorised access or unlawful processing of your personal information and is confirmed by the padlock symbol that is displayed in the tool bar at the bottom of the web page.

It is important for you to be protected against unauthorised access to your password and to your computer. Be sure to keep your username and password secure and remember to sign off when you finish using a shared computer.


· Can I still use top up cards once I’ve registeed for this service?
Yes. top up cards are still available in all our standard outlets. However, please note that top ups via scratch cards will not show in the online top up service history.


· I’ve forgotten my password! What do I do?
Don’t worry! Go to the log-in page of the online top up service and follow the ‘forgotten your password?’ link. Your details will be emailed to your registered email address.


· What happens if my Pay-as-you-go mobile is suspended?
If you have not topped-up your credit for 7-months, your service will be suspended and from this time you will not be able to make or receive calls or send text messages. All you need to do is top up to reactivate your service.


· How do I check my Pay as you go balance?
To check your Pay as you go balance key *#133# then press the call button and your balance will be shown on your display. This is a free call. Alternatively you can also see your credit balance online.

© JT Global 2017