Troubleshooting Unsuccessful Buy Load Transactions

Experiencing an unsuccessful or delayed buy load transaction on Coins.ph can be frustrating when you need credits right away. Learn about common reasons for these issues, how to prevent errors, and the steps to resolve them quickly.

Common Reasons for Unsuccessful Load Transactions

Understanding why your load order might fail or get delayed can help you navigate the process smoothly:

• Temporary Network Errors: Brief connectivity issues on the telecom provider's end can disrupt processing. When a transaction fails due to a network error, the funds are usually refunded automatically to your Coins.ph wallet.
• Transaction Delays: Although most load purchases are credited almost instantly, high network traffic during peak hours can cause temporary delays.
• Incorrect Mobile Number or Format: Entering an incorrect digit or formatting errors (such as including +63) can cause delivery failure.
• Wrong Mobile Network Selection: Choosing a provider that doesn't match the destination SIM card (e.g., selecting Globe for a Smart number) will cause processing errors.
• Unavailable Load Denomination: Telecom providers occasionally restrict specific load amounts temporarily due to maintenance or inventory limits.

Important: Irreversibility of Load Transactions

Please take extra care when making purchases: Once a load transaction is processed by the mobile network, it is final and irreversible. If you accidentally send load to an incorrect or inactive mobile number, Coins.ph cannot retrieve, cancel, or refund those funds.

Tips to Prevent Load Errors

• Double-Check Details: Carefully verify the recipient's mobile number, network provider, and load amount before tapping confirm.
• Use Phone Contacts: Whenever possible, select mobile numbers directly from your phone’s contact list to minimize typing errors.
• Confirm with Recipient: If sending load to someone else, confirm their active mobile number prior to checkout.

Steps to Resolve Buy Load Issues

If your Peso wallet balance was deducted but the recipient has not received the load, follow these troubleshooting steps:

1. Verify the Recipient Details:
   • Double-check if you entered the correct mobile number.
   • Review your Transaction History for the exact details and confirm if the destination SIM card is active.
2. Check Load Status (Balance Inquiry):
   • Ask the recipient to perform a balance check on their phone to verify if the load was credited without an SMS notification.
   • Wait 10 to 15 minutes, as some telecom network deliveries can experience brief delays.
3. Monitor Transaction Details:
   • Check your Coins.ph app transaction history.
   • Take a screenshot of the pending/failed transaction details and note down the Reference Number.
4. Contact Customer Support:
   • If 15 minutes have passed, your account was deducted, and no load or automatic refund was received, reach out to Coins Support through the app or submit a ticket via the Coins Support Form for immediate assistance.