Paid but KISS918 Credit Not Received?

Don't panic — most delays have a simple cause

A top-up that has not arrived is stressful, but most cases are delays, not losses. Agents get busy, bank transfers sometimes take longer, and payments sent outside operating hours wait in a queue. Working through the steps below in order resolves the large majority of cases.

Step 1: Check the payment left your account

Open your banking or e-wallet app and find the transaction.

• Status shows successful: the money has gone. Move to step 2.
• Status shows pending or processing: the transfer may still be completing, which is common with some interbank transfers and during bank maintenance.
• Status shows failed or reversed: the money is still yours. The agent will not have received it.

Step 2: Check where it went

Look at the recipient name and account on the receipt. Is it the account the agent gave you? If the name or number is different from what you expected, you may have a wrong transfer rather than a missing credit — and that needs your bank, not the agent.

Step 3: Check the timing

Compare the payment time with the agent's processing window:

See How Long KISS918 Credit Top-Ups Take for more detail.

Step 4: Send one clear message

If the processing window has passed, message the agent in the same chat you used to pay. Put everything in one message so nothing gets missed:

Attach the receipt screenshot. Then wait a reasonable time for a reply — agents may be handling many requests.

Step 5: Check your balance properly

Sometimes the credit has arrived and the app has not refreshed. Close and reopen the app, log out and back in, and check that you are looking at the right account ID. If you have more than one account, the credit may be in the other one.

Step 6: Escalate in steps

If there is no response after a reasonable wait:

1. Send one polite follow-up in the same chat.
2. Try any other official contact channel the agent has published.
3. Do not send another payment "to speed it up" — this is a common scam tactic.
4. If the agent goes silent entirely, follow our guide to an agent who stops replying.

Common causes, ranked

From most to least common, these are the usual reasons a paid top-up has not appeared:

1. The agent has not processed it yet — busy period or outside operating hours.
2. The app has not refreshed — the credit is there but not showing.
3. Proof of payment was not sent, or was sent without the account ID.
4. The ID was mistyped, so credit went to another account.
5. The transfer is still pending on the banking side.
6. The payment went to the wrong account altogether.
7. The "agent" was a scammer.

Working down this list in order saves time and stress, because the first few causes are by far the most likely and the easiest to fix.

What not to do

• Do not send the payment again. You may end up paying twice.
• Do not pay a "release fee" or any extra amount to unlock credit.
• Do not share your password or OTP with anyone offering to check.
• Do not message several agents at once about the same payment — it causes confusion and invites impersonators.
• Do not delete the chat. It is your record.

Prevent it next time

• Pay only during the agent's operating hours.
• Send the receipt and account ID together, straight after paying.
• Keep using one verified agent rather than trying new ones under time pressure.
• Keep every receipt — see How to Keep Evidence for a Top-Up Dispute.

Frequently Asked Questions

Figures are indicative and based on publicly available information at the time of writing — always confirm current terms with your agent. This article is general information, not legal or financial advice. 18+ only; see Responsible Gambling.