Top Up your Vectone Mobile

FAQ

TopUp and Payment PAYG FAQs

The following is a list of frequently asked questions about the Vectone Mobile PAYG service. If you have a question that is not answered here, our Customer Services team are happy to help.

1. How do I top-up my account?
Once you have purchased a top-up voucher from a shop, simply key in *101* followed by the 10-digit PIN number, found on the back of the voucher, followed by the # key, and press call. Alternatively, dial 121 and follow the instructions.

2. How can I check my account balance?
From your phone simply key in *102# followed by pressing the call key. Your credit balance will automatically display on screen.

3. Where can I top-up?
You can purchase top-up vouchers from shops displaying the Vectone mobile sign or from one of our top-up partners. Alternatively, you can top-up here using your credit card.

4. How much will it cost to make a phone call?
Please check the current call rates.

5. How much does it cost to register for a My Vectone online account?
It’s free to register for a My Vectone account. Once registered, you can check your balance, call history, edit your personal details and add credit.

6. Why did my online transaction fail?
Your transaction could have failed for different reasons. Here are a few things you should check before trying to top-up on our website:

Make sure you have signed up for MasterCard SecureCode if you use a Mastercard or Verified by Visa if you use a Visa card.
Make sure the address you enter is correct and matches the information your bank holds on you.
Make sure you enter the correct CVN number on the back of your card.
Please also note that your transaction might fail if you are trying to top-up from abroad.

If you have checked all of the above and you are still having problems then please contact our customer support who will be happy to assist you.

7. What is 'verified by Visa' and 'Mastercard SecureCode'?
Because we take security seriously at Vectone, we use the official Verified by Visa and MasterCard Secure Code secure payment schemes to process your card payment, adding an extra level of protection for online card payments.

During the payment process, you'll be securely forwarded to your bank's website for verification. The code you use will be known only to yourself and your bank – just like when you tap your PIN into the card reader in a shop. Once your bank has authenticated the transaction, you'll be redirected back to Vectone's website to finish your purchase.

8. How do I sign up to 'Verified by Visa' and 'Mastercard SecureCode'?
If you have not yet registered your card for 3D secure payments you will be asked to do so during the authentication process - you'll just need to confirm a few security details with your own bank and set a password or PIN for future use. Once you've done this, you can use this extra level of security on any website that uses Verified by Visa or MasterCard Secure Code to secure your card transactions. Don't forget to keep your password and PIN safe at all times, making sure you only disclose it on official authentication websites of your bank.

For more information on Verified by Visa
For more information on MasterCard Secure Code

If you have any further questions please contact your card issuer.

FAQs for PAYG Bundle

9. How it Works?
PAYG bundles can be activated only if the required current credit available is of the latest top up being of a Vectone Mobile (Standard) voucher. A customer can only subscribe to any one bundle in the given calendar month.

10. How to pay for a bundle subscription?
Bundle subscription amount is directly debited from your balance credit being from your latest top up of Vectone Mobile (Standard) voucher. So before subscribing a bundle please ensure that you have sufficient credit with the correct voucher in your account.

11. Do I have to subscribe every month?
We know that our customers love PAYG bundles, thus we have the auto renewal facility with the bundles. Once you subscribe to a bundle, it automatically deducts the credit from your account and gets renewed every calendar month from the date of subscription or last renewal.

12. How can I unsubscribe a bundle or cancel auto renewal?
To unsubscribe or cancel auto renewal, Text ‘Stop’ followed by bundle ‘Code’ to 345. Please note- to cancel auto renewal customer must unsubscribe before the renewal date.

13. I am a Vectone Mobile Plus customer, how can I subscribe a bundle?
PAYG bundles are only available on the Vectone Mobile (Standard) top up vouchers. However if your last top up is of Vectone Mobile Plus voucher, you can quickly top-up with a Vectone Mobile (Standard) voucher and become eligible to subscribe to the bundle.

14. How can I change the number subscribed to unlimited PAYG bundle?
The 'Registered Number' subscribed to unlimited PAYG Bundle is with validity to the given calendar month and thus cannot be changed halfway, however you can always unsubscribe and re-subscribe the bundle with a different number after the bundle expiry date.

15. What will happen if I do not have sufficient balance in my account at the time of PAYG bundle renewal?
In this case, whenever you top-up your account with sufficient credit, the bundle amount will be debited from your account and your bundle renewal date will shift to one calendar month from the date of successful renewal.

16. If I subscribe to a PAYG bundle plan will it be eligible to one country or can I use the minutes towards all the listed destinations in the bundle plan?
The bundle plan you subscribed will only entitle you to call that particular country.To make calls to other destinations you can add extra top-up in your Vectone Mobile SIM.

17. Where can I purchase the top up card to activate the PAYG Bundle Offer?
There is no separate top-up card to activate the PAYG Bundle offer; you only have to ensure that the latest top-up is of the Vectone Mobile Standard Voucher. From there, you can subscribe to a PAYG Bundle offer and enjoy the benefits!

Please refer to our Terms & conditions for more information.