What Should I Do if My Company Balance Has Not Been Updated 10 Minutes after I Did Top Up?

Modified on Thu, 21 Sep 2023 at 07:20 AM

Learn steps to take if your company balance has not been updated within 10 minutes of completing a top-up, providing guidance on troubleshooting and resolving any potential delays. Also, discover a thorough explanation of why your top up for company balance failed in this article.

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At Jack, we prioritize efficiency and strive to provide you with a streamlined top-up experience. Our top up service is designed to be real-time with a maximum of 10 minutes after you top up. This quick process ensures that your company balance is updated immediately, so you can access the funds promptly and continue your financial management without delays.

However, if you find that your company balance has not been updated 10 minutes after completing a top-up, we apologize for any inconvenience caused. We encourage you to take the following steps to resolve the issue promptly:

  1. Double-check Transaction Status: Ensure the top-up transaction was successfully completed (Status = Success) by reviewing the transaction status in the Transaction menu. Find the top-up main balance history (Filter Type = Top up) and see its status. If you find that the transaction status has failed, you can check the reason for the failure here.

  2. Check for Any Technical Issues: Verify that there are no technical issues, such as network disruptions or system maintenance within Jack or your bank’s system, which may be causing the delay. Any Jack maintenance information will always be regularly updated by our dedicated Account Manager or via email.

  3. Contact Our Account Manager: If you have confirmed that the top-up was successful and there are no apparent technical issues, please reach out to our dedicated Account Manager. They will investigate the matter promptly and work towards resolving the discrepancy. Our Account Manager will thoroughly investigate the issue, liaise with relevant teams if necessary, and provide you with updates on the status of your top-up. We are committed to ensuring the accuracy and reliability of your company balance, and we appreciate your patience and understanding.

Why is My Top-Up Failed?

When attempting to top up your account, it can be frustrating to encounter a failed transaction. Understanding the reasons behind a failed top-up can help you navigate the issue efficiently and find a prompt resolution. 

  1. Incorrect Payment Details
    Another possible cause for a failed top-up is entering incorrect payment details. Double-check the accuracy of the account number, recipient name, virtual account number or unique amount for bank transfer. Even a minor error can lead to a failed transaction. Carefully review the details before submitting the top-up request.

  2. Technical Issues
    Occasionally, technical issues may arise during the top-up process. These can include connectivity problems, server disruptions, or system maintenance. If you encounter a failed top-up, try again after a short while to see if the issue has been resolved. If the problem persists, reach out to our support team for assistance.

  3. Daily Limits or Restrictions
    Many banks and payment providers impose daily transaction limits or restrictions on certain types of transactions. If your top-up exceeds these limits or falls under restricted categories, it may fail. Check with your bank or payment provider to understand any applicable limits or restrictions and adjust your top-up accordingly.

Experiencing a failed top-up can be frustrating, but with a clear understanding of the common reasons and solutions, you can navigate the issue effectively. Always ensure sufficient funds, double-check payment details, be mindful of technical issues, and stay aware of transaction limits. Should you encounter any difficulties, our dedicated support team is here to assist you promptly. Trust Jack to provide a seamless top-up experience and keep your account balance up-to-date.

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