Troubleshooting: Top-up
Transaction shows Failed — wallet not credited
Check first: Go to Billing → Balance & Transactions → Top-up Transactions tab. If the status is Failed, no money was deducted from your bank account.
Common causes:
| Cause | Resolution |
|---|---|
| Insufficient bank account balance | Check your balance and try again |
| VNPay payment session timed out | Start a new transaction |
| Network connection interrupted | Check your connection and try again |
| Bank account has online transaction limits | Contact your bank to increase the limit |
Money deducted but wallet not credited
If your bank account was charged but My Balance has not updated after 15 minutes:
- Take a screenshot or note the Transaction ID from the Top-up Transactions tab.
- Contact FPT Cloud support:
- Hotline: 1800 6139
- Email: support@fptcloud.com
- Provide the Transaction ID and proof of payment from your bank.
Gift code error
| Error message | Cause |
|---|---|
| Invalid code | Wrong code or code already used |
| Code expired | Code has passed its expiry date |
Contact the gift code issuer for assistance.