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.
- You may have locked your card - please ensure your card remains unlocked until the top-up is completed.
- 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)
Kindly check that your card status is set to 'Active' first. 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.
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.