Customer service

Please make sure to enter the right data to use your PayPal account or credit card. For PayPal you need to enter the same data that is currently tied to your PayPal account. To pay with credit card you need to order on behalf of the card holder. Otherwise, your transaction might be denied.

If your PayPal or credit card payment fails, please contact our customer support first instead of placing additional orders.

Wire transfer: Please note that your bank usually needs up to three working days for a national payment, even when the amount has already been deducted from your account. You receive your credit as soon as we receive your payment. Please make sure to mention the order number in the purpose of payment field, so that our system can process your payment automatically.

Other payment methods: Our system constantly checks incoming payments. We deliver your order as soon as we receive your payment. In some exceptional cases no credit is delivered despite a successful payment, if we do not receive a confirmation of the payment. In case money has been deducted from your account, but you have not received any credit, please send a proof of payment to support@aufladen.de. We then check the status of your credit.

As proof of payment please send a scanned bank statement or a screenshot in case you are an online banking user. Please make sure the order number is visible. When paying by wire transfer, please make sure to mention the order number in the purpose of payment field.

There are various possible reasons in case you are unable to redeem a top up code.

• The top up platform of your provider is temporarily unavailable due to a technical problem. This problem is usually solved within a few hours, please try again later.
• You have entered a wrong code or you have entered the code incorrectly. Please check your entry and try again.
• You have purchased a top up code from a different provider which is not compatible with your provider. Please check if you have purchased credit from the same provider as your SIM card.

In case you are unable to solve the issue despite checking the aforementioned points, please contact the customer support of your provider. The customer support representatives of your provider can check why the top up fails using the top up code and serial number. Usually, they can resolve the issue right away or manually top up.

You can easily download an invoice using your Aufladen.de account. Log in and open your order history. Then click the PDF icon next to the order to download the invoice as PDF.

You are not registered? You can open an account by clicking Register in the upper right corner. Please use the same e-mail address that you used when you placed the order. After your registration, the invoice will be available in the order history section.

Please note that while we do sell credit for various providers, we are not connected to the providers’ customer service systems. We are thus unable to retrieve the necessary information to answer your question. Please contact your provider’s customer service directly.

In case you have received confirmation that your top up has been successful, but your balance seems unchanged, please contact your provider. Oftentimes, your credit has already been used to pay for a flat rate or similar options.