Some frequently asked questions about Auto Top Up
Is there a fee to set up, change or stop Auto Top Up?
No – it’s free!
Can I change the trigger amount at which Auto Top Up kicks in?
Not at this stage, $2.50 is the only trigger amount available.
Do I get Magic Top Up rewards with Auto Top Up top ups?
Absolutely!
What is the maximum amount that I can top up each day?
To prevent fraud, the maximum amount that any one phone will be topped up within a 24 hour period is $100. This can be made up of a single $100 top up or any other combination e.g. $20 x 5. If you reach this maximum amount and have registered for the 'Text me first' Auto Top Up, any text query will be delayed until the start of the following 24 hour period.
Can 2degrees reverse or refund Pay Now (top up) credit?
No. The only exception is if your phone or SIM card is lost and stolen and your account is suspended. Then we can transfer your unused credit if you request. See clause 7(d) of our Terms and Conditions for details.
What if my card is declined for Auto Top Up?
If for some reason your credit or debit card payment is declined, we’ll send you a text to let you know that the top up didn’t go through. It may be that your card has expired, and you need to update the card details online.
What happens if I delete (de-register) my credit card that is set up for Auto Top Up?
Auto Top Up needs a registered credit or debit card to charge Auto Top Up payments to. If you delete your card (online or via Customer Care) your Auto Top Up will end. If you still want to use Auto Top Up, you’ll need to set it up again by re-registering this or another card.
How do I stop Auto Top Up?
You can stop your Auto Top Up at any stage in Your 2degrees or by calling 2degrees Customer Care on 200 or 0800 022 022.
How do I change my Auto Top Up preferences?
Simply log into Your 2degrees and click on the orange Auto Top Up button in the Top Up tab. This will take you to the 'Edit Auto Top Up' screen where you can change the amount of the top up and whether or not you want a text reminder.
What if my phone is lost or stolen?
Your Auto Top Up service will continue (up to the daily maximum of $100) until you let us know that something is wrong. So please let us know straight away if your phone is lost or stolen so that we can suspend both your prepay account and your Auto Top Up service. You can also suspend everything yourself in Your 2degrees. This way you’ll stop any would-be thief using your account balance or getting an Auto Top Up on your phone.
What about the ‘Just top me up’ option?
Will I be asked or notified before a top up happens?
No. Once your balance drops below $2.50 we’ll automatically top you up and charge this to your registered credit or debit card. If you want to be asked first, select the 'Text me first' option in the set-up process.
How will I know that a top up has happened?
We’ll send you a text confirmation once the top up has gone through so you’ll know it’s happened.
Is there a maximum number of top ups that can happen in a day?
Yes, there is a maximum of $100 within any 24 hour period that Auto Top Up can top you up. If this happens your Auto Top Up will be delayed until the start of the next 24 hour period .
What if I choose the ‘Text me first’ option?
Do I get charged for my 'Y' or 'y' reply text?
No – it’s free!
With Auto Top Up, how often will I be invited to top up?
The Auto Top Up query text is only sent once a day. If you don't reply to the query text then the next time you use your phone it won't remind you again (until the next 24 hour period). If you do reply 'Y' or 'y' then use all that credit from the new top up within a day, you’ll get another query text and the process begins again.
If you are getting a lot of query texts each day, you might like to consider increasing your chosen top up amount or changing to the ‘Just top me up’option.
Please note that if you are changing to from a 'Text me first' Auto Top Up to a 'Just top me up' Auto Top Up and have a balance below $2.50 at that point (that is, you’ve missed the 48 hour window on your query text,) you’ll need to wait for 48 hours for the instant 'Just top me up' to kick in. If your balance is above $2.50 the change-over will be instant.
Why have I only got 48 hours to reply to an Auto Top Up query?
For security reasons, we allow a 48 hour window for you to reply 'Y' or 'y'. And you can only top up once per “query”. This is to ensure that if your phone is stolen, a would-be thief can’t send multiple 'Y' replies and get multiple top ups.
When does the 48 hour window to reply to an Auto Top Up query start?
The 48 hour window starts from the moment we send you the text query (not when you receive it). So if there is a delay in the text arriving or your phone is off for a period or you are out of network range, this will reduce the length of time you have to respond.
What happens if I want to top up but have missed the 48 hour Auto Top Up query window?
You’ll need to do a one off top up online in ‘Your 2degrees’ or by calling 201. You can still charge it to the same card as this will be registered, but you’ll need to do it via one of these channels. You can also top up by voucher.
What happens if I reply to an Auto Top Up query with something other than a 'Y' or 'y'?
Nothing, we won’t top you up. 'Y' and 'y' are the only valid replies if you want to top up.
What happens if I reply to an Auto Top Up query with a 'Y' or 'y' more than once?
For security reasons you can only top up once per query. If you send additional 'Y' replies, you’ll get an error message back.
What if someone other than me responds to an Auto Top Up query?
Your phone’s security is your responsibility. Any 'Y' reply we receive from your phone within the 48 hours will result in a top up unless you have suspended the service (via Your 2degrees or by calling customer care). If a friend or someone else replies 'Y', your credit card will be charged and you are responsible for the payment.
