Frequently Asked Questions

Rewards Program:

Notice: The rewards program has ended as of May 31, 2022. You will no longer be able to earn or redeem rewards with this website.

Top Up, Queries and Support

WHAT IS GLOBE.ETOPUPONLINE.COM?

Globe.etopuponline.com is a secure online system that enables anyone to instantly buy mobile Credit, Recharge, Load or Top Up for a Globe Philippines prepaid Mobile Phone. Our customers use globe.etopuponline.com to buy Mobile Airtime for either themselves or friends and family members in the Philippines. For the purposes of the FAQ, the expression top up is the same as load.

HOW DO I SEND A TOP UP ( OR LOAD) ?

Go to globe.etopuponline.com.

  • Enter the Phone Number.
  • Select the Load transaction amount..
  • Review your information and select "Next".
  • Review the Order Summery and select "Checkout"..
  • On the "Payment" page select your payment type using our secure online payment process, then click on "Pay".
  • A confirmation message will appear on your screen with details on your completed transaction.

    NOTE: Recipients will also receive a transaction confirmation SMS message from Globe.

HOW DO I REGISTER?

Create an account at globe.etopuponline.com

  • Select ‘Register’ at the Top Left of the Page
  • Enter your email address and password
  • Click on ‘Register’ at the bottom right of the page.
  • A Verification Code will be sent directly to your email.
  • Enter or copy/paste the verification code in the relevant field on the account login screen. Please make sure to check your Spam / Junk filters in the unlikely event the verification code does not appear in your Inbox.

You can also register automatically if you already have a facebook or google account.

HOW DO I TOP UP AS AN EXISTING CUSTOMER?

Login to globe.etopuponline.com

  • Enter the Phone Number.
  • Select the Load transaction amount.
  • Review your information and select "Next".
  • Review the Order Summery and select "Checkout".
  • On the "Payment" page select your payment type using our secure online payment process, then click on "Pay".
  • A confirmation message will appear on your screen with the details of your completed transaction.
  • A confirmation email and receipt will be sent to your email address.

WHAT SHOULD I DO IF HAVE FORGOTTEN MY PASSWORD?

Please take the following steps to reset your account password:

  • Select ‘Login’ on the top right of the homepage menu bar.
  • Input your email address then click ‘Forgot Password?’
  • A screen will appear to enter your Email Address / User Name.
  • An email will be sent to your email address with a link to reset the account password.
  • Check your email and follow the instructions in the email to reset your account password and proceed further.
  • Or you should try to sign up using your google or facebook account.

WHY DIDN’T I RECEIVE MY INITIAL ACCOUNT REGISTRATION OR PASSWORD RESET EMAIL?

  • Please ensure you have specified a valid email address.
  • Check your Spam / Junk email folder(s).
  • If you are still experiencing issues, please contact our Customer Support Team at [email protected]

HOW DO I CHANGE MY ACCOUNT PASSWORD?

  • Log in to your globe.etopuponline.com account using your email address and password.
  • Select ’My Account’.
  • Then select ‘Change Password on the left column.
  • The ‘Change Password’ screen will be displayed.
  • Enter your "current password" and then.
  • Enter the new password twice for confirmation, then click on ‘Change Password’.

HOW CAN I CONTACT CUSTOMER SUPPORT?

There are several convenient ways to contact customer support:

  • Go to globe.etopuponline.com and use the green Support button on the lower right corner of the website. If the green button is labeled ‘Chat’, there is a live representative available. Otherwise the system will create a Support Ticket and you can send us a message for further action.
  • If you are logged into your globe.etopuponline.com account select ‘Support’ then ‘Create New Ticket’ to create a new Support Ticket.
  • Send us an email at: [email protected]

WHAT IS THE TIME BETWEEN THE TOP UP TRANSACTION AND DELIVERY TO THE MOBILE PHONE?

The Top Up transaction is generally completed within seconds after it has been sent. You should receive further information from us in the form of an email if the transaction is pending or delayed for any reason. Please contact our support team at [email protected] for further information and if any issues arise.

CAN I SEND TOP UP TO MORE THAN ONE MOBILE NUMBER?

Yes, you can send mobile Top Up to more than one mobile number.

CAN I SEND TOP UP TO MORE THAN ONE MOBILE NUMBER?

Yes, you can send mobile Top Up to more than one mobile number.

WHAT IS THE COST TO SEND A TOP UP?

The cost of a Top Up transaction is based upon the denomination amount selected. During the checkout process the total amount due will be indicated. This amount includes the details of any additional charges (such as taxes or SMS fees) that affect the ultimate Top Up recharge amount that will be received by the transaction recipient.

WHY DO I HAVE TO PAY A LOCAL SALES TAX?

In many Countries, sales and/or VAT taxes are levied by the Government. Taxes are charged by the Operator as per Governmental regulation and any applicable taxes are passed on directly to the Consumer.

WHAT HAPPENS IF I TOP UP A WRONG MOBILE NUMBER?

All Top Up transactions are final and mobile recharge credits are available immediately upon successful recharge and confirmation. As such, all sales are final and Top Up transactions to wrong mobile numbers cannot be reversed, retracted or refunded. Please ensure you have the correct number before you complete the transaction. Contact us at [email protected] for further assistance.

WHAT HAPPENS IF I TOP UP AN INVALID MOBILE NUMBER?

If the Mobile Number is invalid and does not exist, the Top Up transaction will not be performed and you will not be charged for the transaction.

CAN I CHANGE MY EMAIL ADDRESS?

The email address is your globe.etopuponline.com Username and method of account identification. If you would like to change your email address, please contact our online Customer Support team at [email protected]. You may create a new account with another email address, but will lose all related information, history and points from the existing account.

CAN I HAVE MULTIPLE ACCOUNTS?

You can only have one globe.etopuponline.com customer login account, but you may recharge multiple mobile phones.

Account and Billing Information

WHAT SHOULD I DO IF I SEE AN UNAUTHORIZED CHARGE ON MY CREDIT CARD?

If you find unauthorized charges, contact your bank immediately as it is likely your card has been compromised elsewhere. Please also contact us at [email protected] so we can take appropriate action on our end.

WHAT HAPPENS IF MY CREDIT CARD IS CHARGED AND I DO NOT RECEIVE THE TOP UP?

Please contact our support team immediately at [email protected]

WHY DOES MY CREDIT CARD BILLING ADDRESS HAVE TO BE THE SAME AS MY CREDIT CARD INFORMATION?

Your address details must match your card billing address to ensure that it is your credit card. Your card issuer will reject the transaction if these details do not match.

WHAT PAYMENT METHODS ARE ACCEPTED?

We accept all major Debit and Credit Cards: Visa, MasterCard, American Express and Discover as well as PayPal. If you wish to use PayPal and do not have an account, one can be created by choosing the PayPal option on the transaction screen.

HOW CAN I RECOGNIZE TRANSACTIONS ON MY CREDIT CARD OR PAYPAL STATEMENT?

The transaction would appear on your credit card statement as etopuponline.com, and your PayPal statement as ETOPUP.

I PERFORMED A TOP UP, MY CREDIT CARD WAS CHARGED, YET I DID NOT RECEIVE THE TOP UP?

Sometimes there are technical issues that may lead to such discrepancies. Please contact us at [email protected] immediately for assistance. All transactions are backed by our Money Back Guarantee.

WHY IS MY CREDIT CARD NOT BEING ACCEPTED?

There are various reasons why your credit card or PayPal transaction may not be accepted. Please ensure that the information entered during the payment checkout process is the same on your credit card and/or PayPal account. Some other issues are directly related to your financial institution. Please ensure that your financial institution is the first point of contact when difficulties are encountered using your credit your card and/or PayPal account.

WHAT IS THE EXCHANGE RATE WHEN CONDUCTING A MOBILE TOP UP TRANSACTION?

globe.etopuponline.com utilizes the fairest exchange rate available, in keeping with international Foreign Exchange regulations and agreement with our partners. Exchange rates are subject to change and fluctuation on a daily basis.

IS A RECEIPT GENERATED AFTER I HAVE COMPLETED MY TOP UP TRANSACTION?

Yes. Once the transaction has been successfully completed, you will receive a confirmation on your screen and a receipt will be sent to your registered email address. The Top Up can also be viewed online under ‘Past Transactions.’

WHY IS THERE A CHARGE ON MY CREDIT CARD STATEMENT EVEN THOUGH MY CARD WAS REJECTED?

Even when a Top Up transaction is refused and is not successfully completed, the text ‘eTopUpOnline LLC’ may still appear on statements from your financial institution. This does not mean that eTopUpOnline.com is withdrawing any money from your account or ultimately charging you any amount. Such transactional holds are placed by the issuing card bank or financial institution and can take from 24 hours to 14 days to release.

Understanding Reward/Loyalty Scheme

WHAT ARE REWARD POINTS?

The Rewards Program offers two reward points for every dollar of purchase. Every 100 points accumulated earns $1.00 in rewards. A minimum of 500 reward points is required for redemption, and all points are valid for one year from the date of issue.

WHAT DO REWARD POINTS REPRESENT?

Reward Points is the globe.etopuponline.com Customer Loyalty Program for use at globe.etopuponline.com. You can redeem your Reward Points for free mobile Top Up and airtime. For every US$1 in purchased top-up on globe.etopuponline.com, you will receive 2 Reward Points. You can redeem your Points once a minimum of 500 Reward Points has been accumulated.

HOW DO I REDEEM MY REWARD POINTS?

  • Log in to your globe.etopuponline.com account.
  • Follow the same process as topping up your mobile phone.
  • The number of Reward Points will be displayed at the bottom left of your screen (the system will indicate if you have enough points for redemption).
  • Enter the value to be Redeemed
  • Complete the payment process using Checkout.

HOW DO I VIEW MY REWARD POINTS BALANCE?

  • Click on "Dashboard" Top right of the page; your Reward Points balance will be displayed at the bottom left of the page.
  • To get detail breakdown of your reward points Access my "Account" then on the drop down select "Reward Points" and the details of the reward Points.

CAN I USE MY POINTS FOR TOP UP TRANSACTIONS?

You can redeem your Reward Points at any time; however, points are redeemed in increments of 500 Reward Points. 500 Reward Points gives a US$5.00 top-up credit.

DO I EARN REWARD POINTS DURING PROMOTIONS?

Reward Points are offered on the core balance, or the amount spent, and not available on any bonus amount. Bonuses are usually offered by our Carriers and not specifically by globe.etopuponline.com

AM I ELIGIBLE FOR CARRIER-SPECIFIC LOYALTY PROGRAMS WHEN I LOAD?

Yes, you have access to all available bonus credits, rewards and promotions available from your mobile Carrier.

Automated/Recurring Top Up

WHAT IS RECURRING TOP UP?

Recurring Top Up is a convenient feature that lets you schedule future Top Ups to automatically be sent to a specified mobile number at a designated time and date.

HOW DO I ESTABLISH AN AUTO TOPUP PROFILE?

Log into your globe.etopuponline.com account.

  • Select ‘Auto Load’ from the top menu bar.
  • Select ‘New Auto Load’ on the left column.
  • Enter the required information and then click on "Enable Auto Load".

CAN I CANCEL OR MODIFY A RECURRING TOP UP PROFILE AFTER IT IS CREATED?

You can only cancel your recurring Top Up transaction at any time.

  • Select ‘Auto Load’
  • Active ‘Auto Top-Up’ will be displayed
  • Click on "Cancel" button next to the specific Auto topup profile that you are modifying and continue.

HOW MANY AUTO TOP UP PROFILES CAN I CREATE?

Only one active recurring topup profile is allowed for a mobile number. You can create additional profiles for different numbers.

CAN I MODIFY THE BILLING FREQUENCY OF MY AUTO TOP UP PROFILE?

No, you cannot change the billing frequency or billing period of a profile. You will have to delete your profile and create a new one.

General

IS THERE A GLOBE LOAD SMARTPHONE APP?

Mobile applications are currently under development for each of Android and iOS (Apple) smartphone devices. Additionally, globe.etopuponline.com is already optimized for mobile devices in order to provide a positive user experience.

Privacy and Security

IS GLOBE.ETOPUPONLINE.COM SAFE FOR CREDIT CARD USAGE?

globe.etopuponline.com has been designed with security and privacy of data paramount. globe.etopuponline.com utilizes state-of-the-art technology to ensure the utmost safety of your information.

globe.etopuponline.com is certified by McAfee, GoDaddy, and Trustwave for PCI Compliance regarding credit card and identity information. Your transaction is guaranteed.