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In exceptional cases it can happen that you have not received your credit yet despite a successful payment. There might be different reasons:

• We have not yet received your payment. This can be due to the processing speed of your bank. For example, bank transfers take up to three working days.
• Due to a technical mistake we have not received a confirmation of your payment.
• The <strong>order number</strong> is <strong>not mentioned (correctly)</strong> in the reason for payment section.
• You have transferred money using an old order number. For a successful order you are required to place a new order for every payment (except for standing orders).
• The payment has not been made to the correct bank account. Please make sure you use the correct bank details as you have received them in our automatic confirmation mail after placing the order.
• We have not received the correct amount as given by the invoiced amount.

To receive your credit in these cases you can do the following. Please send us a proof of payment by e-mail (support@aufladen.de). For example, you can e-mail us a scanned version of your bank statement or a screenshot in case you use online banking.

Using your proof of payment we check if your payment has been received. As soon as we can confirm your payment, we deliver your credit.

As there can be different reasons for an error message, each case needs to be examined individually.

If you see an error message during the order process, please send an e-mail to support@aufladen.de and state the e-mail address you used, the error message you see and, if applicable, the last four digits of your credit card. We will check your case and get back to you as soon as possible.

Please do not try to place another order with the same payment method before you hear back from us. Also refrain from trying to place another order with different data. You can place another order using a different payment method instead.

There might be several issues with using a top up code.

• The top up service of your provider has a technical issue and is temporarily unavailable. This problem is usually solved within a few hours. You can just try it again later.
• You have entered a wrong code or made a typing error. Check your entry and try again.
• You have purchased a top up code from another provider and can thus not be used. Check if you have purchased credit from the same provider that has also provided you with the SIM card you are using.

Should the problem not be solved, <strong>please contact the helpdesk of your provider</strong>. Using the top up code and the serial number, the provider can check why the top up is not successful. Usually the provider can solve the problem or top up manually for you.

Please note that Aufladen.de focuses on delivering online top ups and is not part of your provider. We do not have access to the systems or information required to answer your question. Please contact your provider directly. You have received their contact details when you purchased the SIM card.

You can download an invoice using your Aufladen.de account. Simply log in and open the page order history. By clicking on the PDF icon next to the required order, you can download an invoice as a PDF.

Not yet registered? You can open an account by clicking on Register in the upper right corner. Simply register using the e-mail address you have used for the order you want to receive an invoice for. Click on Register to receive an activation code to complete the process.

To answer a question concerning an online top up, we need your order number. You find the order number in the confirmation mail as well as in the reason for payment section of your payment (e.g. ACPS-XXXXXXXX).

If you have not yet received a confirmation mail, you can also log in and find the order number on the page order history alongside the status of your order.

You can reach us for free every day (except for holidays) between 09:00 and 17:00 at 0800 3468258.