MTU related: Questions and answers

What happens if I send a mobile top-up to the wrong contact?

Once a mobile top-up is sent, the balance is transferred immediately by the mobile operator to the number you selected. Unfortunately, this means the transaction can’t be canceled, refunded, or reversed.

To avoid any issues, we strongly recommend double-checking your contact’s phone number and details before confirming the top-up.

What’s the difference between credits, bundles, and plans?

At Rebtel, we offer three different types of Mobile Top-Up options to suit your needs:

Credits

You choose the amount, and the recipient can use it however they like: for calls, texts, or mobile data. It’s the most flexible option.

Bundles

These are set packages that include a combination of minutes, SMS, or data. It’s a one-time top-up to help your contact stay connected.

Plans

These are monthly subscriptions that renew every 30 days*. Your contact gets a steady supply of minutes, SMS, or data without needing to top up manually each time.

Can I schedule multiple top-ups in advance?

Not right now. Mobile Top-Ups must be purchased one at a time, at the moment you’d like them sent. We recommend placing your order when you're ready for it to be delivered.

I haven’t received my top-up after 4 hours. What should I do?

If it’s been more than 4 hours and the top-up hasn’t arrived:

Double-check that the number you entered was correct.
Ask your contact if they received the credit.

If everything looks correct and the top-up still hasn’t been delivered, our support team is happy to help.

Even if the first response comes from our virtual assistant, we kindly encourage you to follow the steps shown — they’re designed to quickly guide you to a live agent if needed. Skipping the initial bot steps may slow down the process.

Can I buy a year’s worth of top-ups in one go?

We don’t currently offer an annual Mobile Top-Up package.

However, you can activate a top-up subscription, which deducts the amount from your payment method every month automatically. That way, you don’t have to remember to send it manually.

How does a Mobile Top-Up subscription work?

A Mobile Top-Up subscription automatically charges your saved payment method each month and sends the top-up to your selected contact. It helps your loved ones stay connected without any interruptions or extra steps from you.

Can I cancel an automatic recharge?

Yes — but it has to be done manually. The system won’t cancel it for you.
If you no longer want the subscription, make sure to cancel it before the next scheduled charge to avoid being billed.

How can I send a Mobile Top-Up through Rebtel?

From the Rebtel Website:

Log in to your Rebtel account.
Go to Mobile Top-Up.
Select the country and enter the recipient’s phone number.
Choose the top-up amount or package.
Enter your payment details and confirm.

Your contact will receive the top-up shortly after payment.

From the Rebtel App:

Open the Rebtel app and log in.
Tap Services > Mobile Top-Up.
Select your contact.
Pick a product to send.
Add your payment info and confirm.

Does the recipient need the Rebtel app or internet?

No — the recipient doesn’t need the Rebtel app or an internet connection. The top-up goes straight to their prepaid line through their local mobile operator (like MTN, Vodafone, Ethiotel, etc.).

Sending Top-Up to Cuba

Can people in Cuba get internet through a recharge?

Yes. When you send a Recarga to Cuba via Cubacel, your contact receives credit in CUP. If they have a prepaid Cubacel line, they can use that credit to buy mobile data plans.

What can recipients in Cuba do with the credit?

They can:

Make calls
Send text messages
Buy Cubacel data plans to access mobile internet — no need to visit a Wi-Fi zone.

Can the bonus part of the Recarga be used for internet?

No. Only the main balance can be used to buy internet plans. Bonuses are typically limited to specific usage types.

Is there a fee for sending Recargas to Cuba?

No, Rebtel does not charge any commission for sending Recargas to Cuba.

How can my contact activate a data plan?

They can dial *133# and select option 1 to purchase and manage their data packages.

What kind of phone is needed for mobile data in Cuba?

To access mobile internet via Cubacel, the phone must support 3G technology.

Is mobile data good enough for streaming or downloads?

For light browsing and social media, mobile data is fine. But for heavier tasks like streaming or downloads, we recommend using an ETECSA Wi-Fi point and the NAUTA service.

Will I be charged the fee every time I recharge?

A small service fee of $0.99 (converted to your local currency) will now apply when you send a recharge through the app or website.

This fee only applies to one-time purchases (not subscriptions).
It’s charged once, on your first payment after this update.
Subscription renewals won’t be affected.

Fee applies to certain operators in these countries:

India: Airtel only (bundles)
Cameroon: MTN only (credits & bundles)
Nicaragua: Tigo only (credits & bundles)

How can I check if my top-up was completed?

1️⃣ Check your Account Activity to confirm if the top-up shows as Completed.

In the app: Go to Account > Account Activity > Tap to see more details
On web: Click here to open Account Activity

2️⃣ If it shows as Completed, kindly check with the recipient’s mobile operator to confirm any delay.

3️⃣ Please note that recharges may take up to 4 hours to reflect.

If it's been more than 4 hours and your recipient still hasn’t received the top-up, we’re here to help.

How can my contact in Cuba check their main balance?

If your contact hasn’t received the mobile top-up or bundle yet:
Sometimes, during popular promo periods, recharges can take up to 4 hours to show up, thanks for your patience while it processes.
In the meantime, your contact in Cuba can check their services by dialing:

Main balance: *222#
Bonuses and bundles: *222*266#
Data plans: *222*328#
Calling plans: *222*869#
SMS plans: *222*767#
Domestic recharge status: *222*732#

If there are still questions, they can email CubaCel with their number or call Cubacel support directly at +5352642266.

How to cancel auto-top up?

Auto Top-Up helps prevent your account balance from falling below $1.

When enabled, this functionality automatically adds money to your account using your saved card, so your call does not get interrupted.

Here’s how to cancel auto top up on the website:

Log in at my Rebtel. (If you're already logged in and on the Rebtel homepage, click on your profile picture and then "My account”)
Click on your profile picture and then on "Account settings"*If you enable auto top-up, you can choose the amount you wish to add when your balance is low.

Here’s how to cancel auto-top up in the app:

Open the application and tap on the menu
Then tap on "Add money"
Next, tap on the slider to enable or disable the "Auto top-up" function

Red means activated!

Note: When you make a payment for the first time, your credit card information is saved securely so you can make future payments easily. You can always delete your credit card information in the payment section.

How long do prepaid plans last?

The duration of a prepaid or combined cell plan can vary depending on the provider and the type of plan you choose. In general, prepaid plans typically last for:

Daily: Some prepaid plans are valid for one day, so you need to recharge every 24 hours to keep the service active.
Weekly or Bi-weekly: Other plans last for a week, so you'll need to recharge every seven or fifteen days.
Monthly: The most common prepaid plans usually last for 30 days. You'll need to recharge at least once a month to maintain the service.

How can I check recharge or prepaid plan details?

To check recharge/prepaid plan details:

1. Go to www.rebtel.com/en/recharge/ website.
2. Enter the country of the recipient.
3. Enter your recipient number.
4. Choose the plan/recharge you are interested in.

Once done, details of that specific plan/recharge should appear above the product you have chosen.

How to deactivate MTU subscription?

To deactivate the Auto-top-up of your MTU, just log in to your account online at www.rebtel.com, Select "Home", and under "Mobile top-up" you'll see "Deactivate Auto-up" at the right bottom part of the screen, you just have to select it. The same process applies when reactivating the MTU Subscription.

What is a recharge subscription?

A recharge subscription is a feature in the Mobile Top-Up services where your monthly Mobile Top-Up usage fee is automatically deducted from your registered payment method on the scheduled date.

This eliminates the need for you to initiate individual payments each week or month, ensuring uninterrupted service and reducing the hassle of manual payments.

What is a mobile top-up?

Want to help someone stay connected? Mobile Top-Ups make it super easy!

You can quickly send credit to your loved one’s prepaid phone so they can call, text, or browse—depending on what their mobile provider supports. It’s also known as top-up, minutes, recharge, load, or airtime!

Your contact doesn’t need the Rebtel app or even internet. The credit goes straight to their usual provider, like MTN Nigeria, Ethiotel, Vodafone, and more. Fast, simple, and ready to use!

How do I buy MTU using Rebtel credits?

In the app, go to Services > Mobile Top-up.
Choose your contact and the top-up amount.
On the "Order Summary" screen, just toggle on "Use Credits".

Heads up: If your credits don't cover the full amount, the rest will be charged to your card on file.

Where can i view my Mobile top up history?

To view your Top Up history, follow these steps on the website:

1. Log in to my Rebtel (If you're on the Rebtel homepage, click on your profile picture and then My account)
2. Click on Account activity
3. Ready! Your Top Up history will show up.