Shopee MY Help Center
Shopee Policies
Hi, how can we help?
[ShopeePay] What should I do if my ShopeePay top-up fails or does not reflect?
English | Bahasa Malaysia
Under normal circumstances, your ShopeePay balance will reflect the successful top-up instantly. However, in some situations, a top-up might fail due to reasons such as poor internet connection or high traffic during campaigns. If your top-up fails, follow these steps:
First Scenario: Incorrect PIN or Failed Top-up
Second Scenario: Top-up Failure with ShopeePay Balance Not Reflecting
First Scenario: Incorrect PIN or Failed Top-up
- If your top-up fails due to an incorrect PIN, reset your ShopeePay PIN using the provided instructions in the following Help Center article: How do I reset my ShopeePay PIN?
Second Scenario: Top-up Failure with ShopeePay Balance Not Reflecting
- Online Banking / Debit Card
If the top-up is successful, your wallet balance will be adjusted accordingly and you should receive the top-up amount within 3 to 5 working days. In case of a failed top-up, the transferred amount will be refunded to your bank account within 7 to 14 working days.
- Credit Card
If the top-up is successful, your wallet balance will be adjusted accordingly and you should receive the top-up amount within 3 to 5 working days. In case of a failed top-up, the transferred amount will be refunded to your credit card within 7 to 14 working days.
- 7/11 Cash Payment
If your top-up status is 'In Progress', please note that an adjustment will be made to your wallet, and you will receive the top-up amount in your ShopeePay wallet within 24 hours. However, if the status shows as Failed, a refund will be made to your ShopeePay wallet within 3 to 5 working days.
- DuitNow/Maybank2u
If the ShopeePay top-up status shows up as failed, but the bank account has deducted the amount, a refund will be made within 3 to 5 working days to the ShopeePay wallet.
⚠️ Note:
- Please wait for 24 hours for the status to be updated if the top-up status is still showing as In Progress. Kindly note that the system may take some time to update the status.
- However, if the top-up amount is not reflected in the ShopeePay wallet within the timeframe provided, please get back to us with a screenshot or statement proof. We will promptly assist you in resolving the issue.
If you encounter payment issues with ShopeePay, refer to the following article Why can't I make payment via ShopeePay? for more information.
Was this article helpful?
Yes
No
Do You Have Any Other Questions?
Have a chat with us
Shopee: 24Hours, Shopeefood: 7am-11pm
Give us a call
Shopee: 8am-7pm
