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The short version: if an order fails, the money goes back to your wallet by itself. You do not open a ticket, you do not message anyone, and you do not wait for office hours.

What refunds automatically

Any order the network declines is refunded to your wallet without you doing anything. That covers the usual causes — a plan the recipient's line is not eligible for, a barred number, a meter that rejects the payment, a vendor rejecting the request.

The refund lands in your ABS Vendor wallet, not your bank account. From there you can spend it immediately or withdraw it.

What does not refund immediately — and why that is deliberate

An order sitting in processing is not refunded straight away, and this is intentional.

Processing means the network accepted the order but has not confirmed delivery. If we refunded every one of those on the spot, we would sometimes be refunding orders that then complete — the recipient gets their data and the money comes back. That may sound like a win, but a platform that does it at scale cannot survive, and the cost eventually reaches customers through worse rates.

So processing orders are held for reconciliation. If the network confirms failure, you are refunded. If it confirms delivery, the charge stands and you have your data.

Reading your receipt

Every transaction records your wallet balance before and after it ran. That is the fastest way to check whether a refund has landed: find the failed order in your history and look at the balance movement.

If the numbers do not tell the story you expect, that receipt is exactly what we need to investigate — it shows precisely what moved and when.

Cases that still need a human

• Wrong number. If you typed a digit incorrectly and the data delivered successfully, it delivered to whoever owns that line. We cannot recall it. Always check the number before confirming.
• Long-stuck orders. An order still processing after a day needs manual reconciliation with the vendor. Send the order ID.
• Funding that never arrived. That is a transfer trace, not a refund — see the funding guide.

What we will never do

We will not ask for your PIN or password to process a refund. Support has no need for either, and anyone who asks is not us. Report it and delete the message.