In general, any top-ups made using your linked bank card or Paynow QR code should be immediate. However, there might be scenarios in which your top-up may fail or remain pending for an unusually long period of time.
For top-ups via your linked bank card that is not successful:
1. Payment declined by your bank
Here are some common scenarios and what you can do.
- Insufficient funds to top up
- The credit/debit limit of the linked bank card has been hit
- Other declined reasons
The best way to fix this is to call your bank first and let them know it’s you making this payment and that YouTrip is a trusted recipient. Once they’ve confirmed this, your next attempt should be successful.
2. Payment declined by our card
Here are some common scenarios and what you can do.
- Exceeded annual transaction limit of S$30,000.00 (or equivalent in other currencies)
- Exceeded daily wallet limit of S$5,000.00 (or equivalent in other currencies)
Reach out to our Customer Experience Team at customer@you.co or via the 'Send Us a Message' function on the app if you need further assistance.
3. An overseas issued / non-Singapore-issued bank card
Top-ups on YouTrip are only possible using Singapore-issued bank cards, and overseas issued / non-Singapore-issued bank cards will not be applicable. Learn more here.
For top-ups via PayNow that is not successful:
1. Attempted via Paynow UEN
Top-up via PayNow has to be facilitated via QR code.
In order to do so, a one-time use PayNow QR code needs to be generated from the YouTrip app and uploaded to your banking app in order to complete the top-up.
Any attempted top-up via Transfer with UEN or Transfer again (from the PayNow transfer history) will not be successful.
Important Note: For the PayNow top-up to be successful, you will need to upload the QR code that is generated from your YouTrip app.
2. QR Code Technical Error
An unexpected technical error in the QR code function may occur, resulting in an unsuccessful top-up.
For top-ups that are pending:
Occasionally there may be a delay in the system to process your top-up and the transaction may be held in a "Pending" state. Your transaction will likely complete within a few hours.
If your transaction has not been completed from the pending status within 24 hours, reach out to our Customer Experience Team at customer@you.co or via the 'Send Us a Message' function on the app immediately.