My top up is missing or pending

Or you can always talk to us directly in the chat

If your top-up is taking longer than expected or appears to be missing, here's what you need to know:

Normal Processing Time

  • Top-ups typically process within minutes
  • If your top-up is taking longer than usual, there might be a temporary delay

What to Do

  1. Check Transaction Status:
    • Look for any error messages in the app
    • Verify the transaction status in your wallet
  2. Contact Support:
    • If the delay persists or you see an error, please contact our support team
    • We'll help investigate the issue and ensure your funds are properly credited
  3. Go to  Holyheld Web or mobile app
  4. Go to transaction history by pressing on icon in the navigation bar
  5. Find the top up transaction on the list
  6. Click on the transaction to open details
  7. Click on "" to open the menu
  8. Click on "" “Report an issue"
  9. You will be transferred to the support chat
  10. Provide additional details if needed, and send the message

On-Chain Transactions

In rare cases where:

  • The transaction goes through on-chain
  • Funds are sent from your wallet
  • But the top-up isn't credited

Our team will ensure you are credited as soon as possible. Please contact support with the transaction details for assistance.

Need Help?

If you're experiencing issues with your top-up or have questions about the process, please don't hesitate to contact our support team. We're here to help resolve any concerns you may have.