Orange Online Top Up

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1 Orange Online Top Up WHAT IS ONLINE TOP UP & HOW DO I USE THIS SERVICE? 1. What is Orange Online Top Up? The service allows customers from Mauritius or abroad to buy airtime credit or data packs for any Orange prepay mobile in Mauritius This service can be accessed through 2. How do I create an Online Top Up account? To create an account, follow these simple steps: Go to Select my account > online topup Click on new user>create an account Enter an address which will be your login Complete the registration form Accept the terms & conditions An activation will be sent to your address Click on the activation link in the After clicking on the link, your account is activated and you can login 3. What do I need to register to Online Top Up? Only a valid address 4. Why is my address required to register and use the service? The address is used as a part of the customer care and identification processes, so that you can be contacted if there are any difficulty using the service. If you forget your password, it will be sent on the address you registered An confirmation( electronic receipt ) is also sent to your address as proof of purchase 5. Why am I required to agree to your terms and conditions? This is a part of the policy to protect both your privacy and security. Furthermore, the terms of service will protect your rights.

2 6. I did not receive my registration confirmation , what do I do? Please check if you have used a valid address. If not, please register again using a valid address. Contact our Customer Care by calling on How do I buy airtime or data to an Orange Prepay number? Simply follow these steps: Go to Select my account > online topup Enter your login and password to sign in Choose the options, buy data packages or recharge your mobile Choose your payment method Follow the steps Confirm transaction and payment 8. What are the details should I enter on the payment page? It depends on your payment mode. For Credit Card: i. Credit card number ii. Date of expiry of your credit card iii. The Name on the Credit Card iv. CVV/CVC code which is the last 3 digits code located at the back of your credit card; For Orange Money, you need a registered Orange Money mobile number; For Scratch Card: A valid Scratch card number; or For Mobile Credit: Sufficient credit on your prepay mobile phone 9. What do I need to top up via Online top up? Customers will need: 1. An active Orange Online Top Up account with a registered address & password 2. An active Orange prepay number 3. A mode of payment: A credit card, Orange Money account, a valid scratch card or sufficient mobile credit (if purchasing data pack)

3 10. What is the Online Top up amount and validity? Top Up Amounts (Rs) & Validity Rs VAT inclusive Validity days days days days days 11. Can airtime credit be sent to any Orange prepay numbers worldwide? No. The service is available only to Orange prepay numbers in Mauritius. 12. Why has my Top Up failed? Here are the main reasons why your Top Up may fail: 1. Your bank may have declined the payment for credit card or OrangeMoney 2. You have reached the limit concerning the number of transactions. 3. If your payment has gone through successfully, but you have not received your mobile credit or data pack, there may have been a problem with your account. In this case, please contact our Customer Care by calling on Please provide your transaction id and product being purchased when calling. 13. How do I add/view/edit/delete my contacts? To add/view/edit/delete your contacts, choose the option my account, then click on my contacts 14. Can I reset my password? Yes, on the Log in page, please click on forgot password. A link will be sent on your address to reset your password.

4 CREDIT CARD AND PAYMENT DETAILS 15. What cards are accepted by the Orange Online Top Up website? You can use any of the following cards: VISA Credit cards VISA Electron cards MasterCard Credit cards 16. Do I have to enter my credit card information each time I use the Online Top Up service? Yes, due to security reasons we do not store your credit card details. 17. In what currency can payment be made? If you are in Mauritius, payment will be done in local currency (i.e. Mauritian Rupee) If you are abroad, payment can be made using US Dollars. 18. What is the exchange rate when recharging a prepay account from abroad? Exchange rate fluctuates on a daily basis and are automatically updated to reflect these changes. The website will state the total amount the buyer will pay in his/her currency on the confirmation screen. Confirmation of payment implies you are agreeable to the applied exchange rate. 19. Is tax added to the top up amount? Value Added Tax (VAT) as enforced in the Republic of Mauritius is applied on the top up amount VAT will be included in the prices displayed on the website, unless when stated otherwise (e.g. for data pack purchase using mobile credit) The value of Orange Online Top Up received is minus the tax amount (E.g. for Rs100 top up, the customer will receive Rs86.96)

5 20. Is there a charge for using the Online Top Up service? There is no transaction fee charged for using Online Top Up service. However please check with your respective banks for any applicable banking fee for using your credit cards. 21. Do I receive some form of receipt for my transaction? Once the transaction is successful, you will receive the following forms of confirmation: A summary appears on the screen at the end of the transaction. A confirmation with your transaction id will be sent to your account You can view a record of the transactions under My Account -> Transaction History The recipient will receive an SMS confirming the credit/data pack received to his/her mobile phone VERIFYING A TRANSACTION AND A MOBILE NUMBER 1. Is there a way to verify the amount the topped up number will receive? The amount of top up the Orange prepay number will receive is displayed when you have selected a top up amount and is also visible in the 'transaction history' tab when you log in to your account. An SMS will be also sent to the receiver of Top Up 2. What happens if I enter a wrong recipient number? Once the Orange prepay number is entered, we verify if it is a valid Orange Mauritius prepay number. If not, you will be informed that the number is invalid. However, if you have topped up a wrong number but a valid Orange Prepay number, no refund shall be issued to the buyer.

6 3. What happens when the package purchased expires? If the data package purchased is an auto-renewal package, the package will be renewed if there is sufficient credit on the mobile phone for which the data package is being bought. Otherwise, no renewal happens as do not store any payment details. The package can be stopped by sending an SMS to 8684: stop <packagename>. E.g. stop internetweek More details on prepay packages and renewal can be obtained here: SECURITY AND PRIVACY 1. Is my address and payment details secured? All information is transmitted through secured protocols (SSL - Secure Socket Layer); one of the most widely used and safest security protocols available on the web - you will see it used at all leading sites. When completing a credit card transaction, Orange does not store your credit card information. All sensitive information is held by our payment processor who keeps this data secure to the stringent requirements of the Visa and MasterCard compliance teams, which include PCI compliance. For Orange Money payment, the paying Orange Money number will be requested to enter his/her Orange Money PIN on the paying mobile number. At no point will the website request the user to submit the PIN online.

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