How can we help?
Browse FAQs, submit a ticket, or contact our team directly.
Common Questions
When will my top-up arrive?
Most deliveries complete within 2–5 minutes. During peak hours, allow up to 30 minutes. If it’s been over an hour, submit a support ticket with your transaction reference.
How do I get a refund?
Submit a ticket below with the category ‘Refund Request’ and your transaction reference number. Our team reviews refunds within 1–2 business days.
I was charged but the top-up failed — what do I do?
This is rare. We automatically issue a refund within 3–5 business days. To expedite, submit a ticket with your transaction reference and we’ll prioritise it.
Why is my payment being declined?
Check that your card details are correct and that your bank allows international transactions. Some banks block fintech payments by default — contact your bank to whitelist AyaSend.
Can I cancel a transfer after it’s sent?
Mobile top-ups and bill payments are processed instantly and cannot be reversed once sent. Gift cards can sometimes be cancelled within minutes — contact us immediately if needed.
How do I update my account email or password?
Go to Account → Edit Profile to update your details. For security, some changes require email verification.
Check Existing Ticket
Enter your ticket reference number (e.g. AYA-123456) to view its status and reply.
Submit a Support Request
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Mon–Fri · 9 am – 6 pm UTC · Replies within 24 hours