Customer support

Frequently asked questions | Gift Trolley

• How do I send Recharge credit to friends and family?

  Purchasing Recharge credit online for someone abroad is very easy by following these steps:

  1. Choose the country to which you wish to send credit;
  2. Enter the mobile phone number of the person to whom you wish to send the credit;
  3. Choose the desired top-up amount;
  4. Enter your own name;
  5. Check your order;
  6. Accept the general conditions;
  7. Choose a payment method.

  After receipt of your payment, the mobile phone number you specified will be topped up within several minutes. The recipient will receive an SMS message telling him/her that the Recharge credit has been topped up, including the sender's name.

• How can the recipient top up his / her Recharge credit?

  Through Gift Trolley, the recharge of the recipient is immediately topped up. This is an automatic process. The recipient does not have to top up manually using a code.

  The recipient receives an SMS message stating that his Recharge credit is topped up and who paid for it.

• When is the mobile credit topped up?

  The recharge credit of the recipient is automatically topped up within minutes. With the notion that we do depend on the technicalities from the recipients operator, it is possible that technical hindrance can occur in service due to technical difficulties from the operators side.

  If you choose bank transfer, this may vary between 1 and 3 work days. This is because, if you transfer to money to us on Friday, it often reaches us on Monday or Tuesday.

• How much does a transaction cost?

  The recipient always receives the top up in their local currency. On most occasions Gift Trolley buys the Recharge credit in UK Pound, so there are two exchange rates that influence the final pricing

  Besides that there are also fees which are paid to the merchant bank (payment through Paysafe and so on), and the SMS delivery message; these costs are also charged to the sender. Then as a company we also charge a margin to cover our expenses.

• I paid, but the Recharge credit of the recipient has not (yet) been topped up. Now what?

  It may be that your Recharge credit has not been received due to one of the following reasons:

  • A wrongly entered mobile phone number;
  • The provider in the country of your choice is experiencing delay or problems with the delivery of SMS messages;
  • Currently there are network problems between the different countries.

  If the Recharge credit has not been received after 24 hours, while payment has been successfully processed, the best thing you can do is send an email to support@gifttrolley.com specifying the phone number to be topped up and your own phone number. Our support team will contact you as soon as possible.

• I mistakenly ordered Recharge credit from the wrong provider. Now what?

  Unfortunately it is not possible to reclaim a successful transaction. This is technically impossible.

• I ordered credit, but I mistakenly specified the wrong mobile number. Now what?

  Unfortunately it is not possible to reclaim a successful transaction.

  We cannot verify whether or not the Recharge credit was topped up for the correct person. We only send Recharge credit to the phone number specified by the customer.

• How does it work?

  Gift Trolley can top up the prepaid mobile phone credit of your friends and family abroad via the Internet. In a few simple steps you can send recharge credit from every computer. This is how to do it:

  • 1) On the homepage, select the country in which the credit needs to be topped up. This is the country of residence of the credit “recipient”.
  • 2) Select Operator or Find the Operator.
  • 3) Enter the mobile phone number of the “recipient” and choose the amount you (the Sender) want to top up.

  Your request is now being verified and executed. The screen will immediately show you whether or not the transaction has succeeded. The “recipient” will have his prepaid credit topped up on his phone automatically. An SMS message is automatically sent to notify the “recipient” of the fact that you gave him prepaid credit.

• My question has not been answered, now what?

  If your question is not listed in our FAQ, you can also ask your question to our support team, by sending an email to support@gifttrolley.com. Our support team will provide you with an answer as soon as possible.

  Every question or comment is unique and is processed in order of arrival. We kindly ask that you refrain from sending the same question or comment more than once. This delays the processes and increases our response time.

  Our support team is available 24 hours a day from Monday through Friday and in weekends between 0800 - 20.00 CET.