Online TopUp. Frequently Asked Questions

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1 Online TopUp Frequently Asked Questions TopUp, Queries and Support Q1. What is Online Top up? Online Top Up is LIME s enhanced top up solution which allows anyone to go to the online portal ( and top up any LIME prepaid phone. Friends and family abroad can send top up to LIME prepaid phone. Additionally, you can top up your LIME prepaid phone while roaming abroad. Q2. Can I send credit to any LIME number regardless of the country? Yes. The service is available to all LIME properties excluding Bahamas and Trinidad (BTC). Q3. How do you create an account to use this service? In order to create an account you must 1. Go to 2. Click on Sign Up Now button at bottom of the home page 3. Complete the form provided enter your username, name, password, country etc. 4. When you have completed the form click on Sign Up (by clicking on sing up you are agreeing to the Terms and Conditions) 5. A confirm notification of Sign up Success will appear on the screen. You can now log into topup a LIME phone Q4. I have an existing account how do I topup? 1. Enter your username/ address and password 2. Click on the Login button 3. Enter the Mobile Number, Country, Topup Amount, Payment method then click Continue 4. Complete all your billing information and Click on Submit Order

2 5. A confirmation message will appear on the screen with details on the amount amount paid and the amount that will be sent to the prepaid phone. 6. A confirmation with the transaction details will be sent to your address. 7. A confirmation SMS wil be sent to the recipient of the topup Q5. How do I verify a transaction? You can verify in the following ways 1. Check your inbox for confirmation of successful transaction 2. Check your account history when you log in by clicking on the My Account and Profile then Transactions. 3. Check your mobile phone for confirmation SMS and TopUp balance Q6. Whom can I contact for customer support? You can visit the site at click on the Support tab, fill out the support form and someone from our team will contact you within 24 hours.. Or you can also call for 24 hour assistance Q7. What is the minimum and maximum top up amount per transaction? Island Minimum (LC) Maximum (LC) Anguilla $15 $250 Antigua $15 $250 Barbados $15 $100 British Virgin $5 $100 Islands Cayman $5 $80 Dominica $15 $250 Grenada $15 $250 Jamaica $500 $5000 Montserrat $15 $250 St. Lucia $15 $250 St. Kitts $15 $250 St. Vincent $15 $250 Turks & Caicos $5 $100

3 Q8. What happens if I top up an incorrect number? All transactions are final; top-ups are available immediately, hence, it cannot be retracted from the account. Please ensure you have the correct number before you complete the transaction. Q9. Can I change my address? The address that you registered is attached to your account and is used to identify you. If you wish to change your address, you will need to contact our online support team. Q10. Will I get a top up if I am roaming? Yes, your top up will be received even if you are roaming. You will also receive your SMS receipt via text message. Q11. How quickly does the top up get to the phone? Seconds after it has been send. If you experience any issues please contact Customer Care Note, international calling rates and or roaming charges maybe incurred for calls to our Customer Cares if you are outside of LIME territory. Q12. Whom can I contact for customer support? There are several convenient ways to contact customer support: Log in to LIME Online TopUp and use Online Chat to talk to an online representative. Log in to LIME Online TopUp and fill out the online support form and someone from our team will contact you from Monday Friday between 8am 4.30pm. Call the Contact Centre at (international/ roaming calling rates may apply if you are out of your home location).

4 Account and Billing Information Q13. What Payment types to you accept on the website? We accept all major Debit and Credit Cards: Visa, MasterCard, American Express and Discover and Paypal if you do not have an account you have an opportunity to create one by choosing the Paypal option on the transaction screen. Q14. How can I recognize my transactions on the Paypal/Credit Card statement? If you made a payment using your PayPal account, the transaction will appear on your statement under the text "PAYPAL *MOREMAGIC" and *MoreMagic on your Credit card Statement. Note that service is provided by MoreMagic Solutions Inc. Q15. Why do I pay taxes for doing an online topup? Many countries have taxes instituted on Telecom services. Purchasing an online top up is similar to a purchase made at a local Retailer outlet and will incur taxes, when applicable. Online top up is just another 24 hour convenient channel to topup. Q16. I did a top up, my Debit/Credit Card was charged, yet I did not receive the top up? Sometimes there are technical issues that may lead to such discrepancies. We monitor the system to identify times when your credit card was charged, but the TopUp was not sent. Such transactions will be automatically reversed. Q17. Why is my credit card not being accepted? There are various reasons why your card is not accepted. There may be a problem related to your bank; please contact the bank to address the issue. Note: We do not store your credit details in our system. As a security measure, an account will be blocked if there are repeated attempts to use the same card.

5 Q18. Do I get a receipt after I have completed my purchase? Yes, once the transaction is successful, you will receive a confirmation on your screen, a receipt to your registered account, and a text messaging confirming that you have received the top-up. The Top-up can also be viewed online under Transaction History menu. Understanding Reward/Loyalty Scheme Q19. What are MagicPoints? MagicPoints is our Loyalty Rewards Progam. You can redeem your MagicPoints for free airtime. For every USD1 you top-up on etopuponline. You will receive 1 MagicPoint. You can redeem your MagicPoints once you accumulate 250 MagicPoints. Q20. How do I sign up for MagicPoints? There is no sign up for MagicPoints; an account is automatically assigned to each LIME User. Q21. How do I redeem my points? To redeem your MagicPoints, you need to select Redeem Magic Points. You need to have a minimum of 250 points, which is US$5.00 top-up. Q22 How do I view my MagicPoints balance? To get your balance you can click on RedeemMagicPoints The balance will be automatically displayed. Q23. How do I earn MagicPoints/Rewards? You earn points each time you send a top up. For each US$1 spend = 1 MP (MagicPoint). Your account will automatically receive the MagicPoints with each Top Up. Q24. Can I use my points to make calls? You can redeem your points at any time; however, points are redeemed in increments of 250 MPs. 250 MPs gives a US$5.00. You can use your Top-up to call anywhere.

6 Q25. Do I earn MagicPoints when I used other top methods? No, you only earn MagicPoints when you top up online. Q26. Do I earn MagicPoints during promotions? MagicPoints are offered on the core balance or the amount spent, not the bonus amount. Bonuses are usually offered by our partners/lime. Automated Top Up Q27. What is recurring Top up? Recurring Top Up let you schedule future Top Ups that will automatically be sent to a specific number at a designated time and date. Q28. How can I set up a recurring topup profile? To ensure that your payment method is valid, you are required to set up a recurring top-up profile along with a regular instant top-up. Please go to the "Top-up Mobile Phone" page and fill out the regular top-up form. Then check the "I would like to schedule recurring top-up for the above number" checkbox and fill out the recurring top-up form. The recurring profile will be created only if your payment for the instant top-up goes through. Q29. Can I cancel/modify a recurring topup profile after it is created? Yes. You can go to the "Recurring Profiles" page and click on the profile that you want to cancel/modify. This leads you to the "Profile Details" page. You can cancel/modify the profile if it has an active status. Q30. What specific information about my recurring topup profile can I modify? You can change the recurring topup amount. For profiles created using Paypal, the recurring topup amount can only be increased by 20% in a fixed 180-day interval after the profile is created and changes are not allowed within 3 days of the next scheduled billing date. For profiles created using a credit/debit card, you can also update your credit/debit card expiration date and billing address. When you update your credit/debit card info, you must enter all of the required fields, not just those that are changing.

7 Q31. How many recurring topup profiles can I create? Only one active recurring topup profile is allowed for a mobile number. You can create additional profiles for different numbers. You cannot create more than five recurring topup profiles. Q32. Can I modify the billing frequency of my recurring topup profile? No, you cannot modify the billing frequency or billing period of a profile. Q33. How can I add additional billing cycles to my recurring topup profile? Currently you cannot modify the billing cycles of your profile. However, you can create a new profile with a different billing cycle after the current profile has expired. TopUp on the Go Mobile/Handset Top Up Q34. Is there a smartphone app for top ups? Top-up apps are available for all Smartphones and Devices. You can download from the iphone Apps Store, Blackberry App World and the Android Marketplace. Q35. How do I use the Top-up service on my smartphone or tablets? There are 3 steps: 1. Using the browser on your mobile device, go to the below web address and download the application: a. You can also download it directly from the website by clicking on the Apps Tab. 2. Login to your online account from your computer to set up your Handset Profile along with credit card details. 3. Open the application on your smartphone and login to use the service.

8 Q36. Am I eligible for LIME loyalty programe when I top up online. Yes, you do have access to all LIME bonus credit, rewards and promotions. Online topup is similar to a purchase made at a local Retailer outlet. It is just a convenient 24 hour sevice Q38. Can I purchase a top up from any mobile device? Yes, you can use a mobile device to top up a bmobile prepaid phone. Simply, set up your handset profile by clicking on the Handset Profile link on the left side of the page and completing the form provided mobile number, handset type and payment method. You will be issued a PIN number to start topping up. Q39. How do I top up using my handset? After setting up your handset profile and by using plain SMS/text messaging to the following destinations, you can send a TopUp from the convenience of your handset. Using a LIME handset, send the text to: 122 Using all other handsets, sent the text to: To TopUp your phone, text: TU <yourpin> <BeneficiaryPhone#> <Amount> For example: To: 122 Text: TU