Prepaid credits expire after 12 months. This article will answer:
- When do my prepaid credits expire?
- How can I extend my credits?
- Where can I see my prepaid credit expiry date?
- How do I get notified about my credits expiring?
- What happens if I don't top up before my credits expire?
- How do I keep track of my credits and their expiry?
- Can I get a refund of my prepaid credits when I cancel my account?
- Customer Terms
Which accounts does this apply to?
All prepaid customers and their accounts that use prepaid credits or "prepaid money". Prepaid credit expiry is included in our Customer Terms where unused credits purchased have a set expiration date.
How do I extend my credits?
By topping up by the minimum amount, you will automatically extend the expire date of your credits. To ensure your credits don't expire, simply make at least the minimum top up before the current expiry date.
When do my prepaid credits expire?
Prepaid credits expire 12 months after purchase. If you top up within this period, the expiry date extends to 12 months from the new top-up date, and the remaining credits roll over. Refer to the exert of the Customer Terms at the bottom of this article.
Note: Trial credits (25 free credits upon sign-up) expire after 2 weeks.
How do I get notified about my credit expiry?
Notifications are only sent to ACTIVE PREPAID customer accounts. The system automatically sends credit expiry notifications to the account administrator's email 7 days and 1 day before the credit expires. Also, when credits have expired, a notification message appears at the top bar when users log in online.
What happens if I don't top up before my credits expire?
The ‘Prepaid Balance’ will display 0 credits. Expired credits cannot be rolled over or restored. A new purchase is necessary to continue sending messages through the online platform. This will record a new purchase date in the invoices tab.
How do I keep track of my credits and their expiry?
You can view the purchases or allocation of new credits, as well as the number, date, and time of expired credits in the online account's Activity Log.
Can I get a refund for prepaid credits when I cancel my account?
We value flexibility in our services. However, please note that according to our terms and conditions, unused message credits are non-refundable and do not roll over to the next month. They can also not be exchanged for cash or other credits. We encourage our customers to use their credits before cancelling their account.
Customer Terms
Part A (General Terms)
5. Prepaid Plans
5.1 If you are on a Prepaid Plan:
(a) Prepayments are not redeemable for cash or other credit.
(b) Your Prepaid Plan may specify a Use-by Date. Unless a Plan or your Order Form specifies otherwise, a Use-By Date of one year from the date your last purchased credit under the Account applies to all Prepaid Entitlements under Prepaid Plans.
(c) When your Prepaid Entitlements are used up we may cease providing Service.