Get help with a balance top-up

If a top-up amount or balance does not look right, first check whether the problem is the charge, the amount credited, or where the money appears in your account.

The credited amount is different from the charge

The top-up form separates Amount credited, the estimated processing fee, and Total charge.

With Cover processing fees enabled, the fee is added to the charge. With it disabled, the fee is deducted from the deposit. Compare the amount you expected with the summary and receipt, rather than assuming the full bank charge should appear as spending funds.

The money is not available to withdraw

A top-up adds spending funds. It does not turn into withdrawable earnings. Check Spending balance, rather than Available to withdraw, when looking for a successful top-up.

If you intended to receive seller earnings instead, check the relevant sale or payout details. That is a different account activity.

The result is missing or looks duplicated

Read any payment message before trying another top-up. If the payment was processed but the balance was not updated, contact support. If you see what looks like a duplicate charge, report the separate dates, amounts, and references so the team can check them.

Do not try to fix an unexpected charge by adding more money.

What to include in your request

Tell support which part looks wrong, the amount involved, the approximate time, and a receipt reference if available. Describe any fee option you selected.

Keep full card and bank details out of the message. If you want a top-up reviewed for a possible refund, ask support about that top-up rather than using a digital product's refund request. The team must check the original payment and any funds already spent. There is no balance-withdrawal action that turns a top-up into seller earnings.