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Service: Questions and answers about prelado

Top 5 questions

Why is a partial amount of my top-up already gone right after transaction?

The usage of your top-up amount can't be influenced by us after successful delivery of the top-up amount. It's possible that, on the part of your mobile network operator, tariff options such as a data flatrate may be activated in your account. For that reason, money could be charged off your SIM card if enough balance is available again. As that case may be, you should contact your mobile network operator directly to check your contract details.

Why don't I get displayed all supported methods of payment for my order?

The chosen top-up amount may influence the range of available methods of payment. Within a certain period of time, a method of payment is only available for top-ups up to a particular aggregate amount. If you want to buy an eVoucher code, there could also be additional restrictions due to safety aspects for some methods of payment.

Why haven't I received the top-up amount yet?

Unfortunately, at direct top-ups some mobile network operators like PENNY MOBIL or ja!mobil sometimes update your balance in their systems with a delay time. We recommend you to check your actual balance using the key combination *100# or *101# a couple of minutes afterwards.
eVouchers are at your disposal right after successful transaction and can be redeemed anytime you want.

What happens if I have typed in a incorrect mobile phone number?

At any point, we unfortunately can't take back top-ups that had already been delivered to an existing mobile phone number. We can only retransfer the top-up amount in the event that the top-up was unsuccessful or the entered mobile phone number doesn't exists. A delivered receipt is the evidence for a successful top-up that has irrevocable taken place.

Why does my invoice not contain an accounted VAT?

Prepaid airtime is VAT-exempt as long as the service is not used. Many mobile network operators declare the VAT in your personal account or invoice after usage. If your mobile operator doesn’t provide this consumption evidence, you’ll have to request an invoice from your operator.
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General questions

Why don’t I get an invoice with accounted VAT?

Prepaid airtime is VAT-exempt as long as the prepaid service is not used. Many mobile network operators declare the VAT in your personal account or invoice after usage of the airtime. If your operator doesn’t display this consumption evidence, you’ll have to request an invoice with VAT from your mobile network operator via email or fax.

How do I get a receipt for my top-up afterwards?

A confirmation of the transaction will be automatically sent to the email address that was entered during the order process. In addition to this, you've the opportunity to send a receipt to a random email address directly after top-up. If you missed that, please send a corresponding request to us via our contact-form. Our Customer sevrice is happy to help you solving any problem.

Can I use this top-up service for business purposes?

If you've any further questions concerning the commercial use of this top-up service, you should contact our reference-person.

My mobile network provider is not listed here!

We are constantly endeavoured to keep the range of supported mobile network operators as large as possible. If your personal operator is still not listed here, we are not able to provide top-ups due to technical issues.

How can I top-up my prepaid mobile phone on the go?

In addition to our webside, which is also optimised for mobile devices, prelado offers you an app for Android and iOS. You can download the app in the common app stores free of charge, with the opportunity to display and top-up your prepaid mobile phone.

I can't find an answer to my question here?

Via our contact-form, you can ask questions to our customer service. We'll handle your request as quickly as possible.

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Top-up

How long does it take until my top-up is available?

1) At direct top-up and the amount should, as a general rule, be available within a few minutes. The entry of top-up codes is not necessary. Technical delays on the part of the mobile network operators can't be influenced by us.
2) If you choose an eVoucher product, the code will be at your disposal right after successful transaction and can be redeemed anytime.
 

How can I check if top-up has been done correctly?

We recommend you to check your top-up by sending an USSD-code via your mobile phone. Just dial the free key combination *100# or *101# (provider dependent).

I have already paid, but have still not received any top-up?

Our system continually checks all incoming payments. After receiving the payment, the top-up is delivered. In a few cases, it can occur that we have not received any confirmation from the payment provider, although the payment has taken place, In this case, please contact our customer-service.

Why is part of my top-up amount already gone right after transaction?

The usage of your top-up amount can't be influenced by us after successful top-up. It's possible that, on the part of your mobile network operator, tariff options such as a data flatrate may be activated in your account. For that reason, money could be charged off your SIM card if enough balance is available again. As that case may be, you should contact your mobile network operator directly to check your contract details.

Can I also top-up from abroad?

As the owner of a German prepaid-SIM-card, the top-up service is available to you as is usual. Please be aware that you will need to have an internet connection or a mobile data connection.

What happens if I have topped-up a wrong mobile phone number?

At any point, we unfortunately can't take back a top-up that has already been delivered. We can only reimburse the amount in the event that the top-up was unsuccessful or the entered mobile phone number doesn't exists. A generated receipt is the evidence for a top-up that has taken place.
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Payment

Which payment methods are available?

You are able to pay your top-up via SOFORT Überweisung, giropay, credit card (MasterCard, VISA, American Express), PayPal or MasterPass. All payments are without any service fees.

Why can't all supported payment methods be chosen for my transaction?

The chosen top-up amount may influence the range of available payment methods. Within a certain period of time, a payment is only available for topping-up a particular aggregate amount. I you buy eVoucher codes, there could be additional restrictions due to safety aspects of single payment methods.

What happens if my top-up fails, but money is deducted from my bank account?

If there is an abortion during a top-up while using SOFORT Überweisung or giropay, it may happen that money is still booked off your bank account. In case of an unsuccessful top-up, the money will be transferred back to you as soon as possible.

Why do I have to verify my PayPal account?

For your own safety, prelado performs a verification of your PayPal account at first transaction. You'll receive a message to your email address deposited at your PayPal account. You'll find a link in this email. After clicking this link you'll confirm the payment; afterwards, top-up will take place immediately. The link in the verification mail is valid for 30 minutes.

Why don't I get displayed the just now topped-up amount?

Unfortunately, some direct top-up providers like PENNY MOBIL or ja!mobil sometimes update your balance on their website with a delay time. We recommend you to check your actual balance using the key combination *100# a little later again.
eVouchers are at your disposal right after successful transaction an can be redeemed anytime.

 

Are there any extra fees on the top-up amount?

This top-up service is, compared to other suppliers, free of any extra charge. You only pay the added amount.
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Security & Privacy

Is the transferral of my data also safe?

We use the SSL (Secure Socket Layer) technology with a 256-bit certificate for our service in order to transfer your data safely and to protect it from unauthorised access.

Why is verification necessary?

You never need to register to use the prelado top-up service. For data protection reasons, however, we must carry out verification in certain cases. This is especially the case in support questions regarding a top-up or before the prepaid display in the app. In this way, we ensure that you are actually in possession of the stated mobile phone. This is how the verification works: In support cases: in the case of queries regarding a top-up via our contact form, you will receive upon request an SMS with an mTAN. You then enter the mTAN in the contact-form in the appropriate place and click the button "send".

What happens to my personal data?

The protection of your personal data has high priority for us during all business processes. Please find detailed information in our privacy-declaration.

What is done to ensure the safety of my data?

We secure our websites and other systems and all data belonging to them with substantial use of technical, administrative and physical means, which protect against lost, unauthorised access, destruction, misuse, alteration and improper dissemination. However, no computer system and no information can ever be completely protected against all possible dangers. That is why we carry out certain security checks in order to secure our systems against foreseeable risks.

What is the so called Webanalysis?

Web analytics cookies enable the operator of a website to capture and analyse statistical data. This data provides us with information that can be used for the continuous improvement of our services. You may choose not to have a unique web analytics cookie identification number assigned to your computer by opting out the corresponding checkbox.
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Customer Account

What is the advantage in registering for the customer account?

"My prelado" offers you several options to manage your personal data:
- Dashboard for a quick overview
- Creation of favourites for quicker future top-ups
- Transaction history with quick top-up repetion
- Change of personal data settings

Is registration mandatory at prelado?

No, you can still top-up without being a registerd user at prelado, but there are still a couple of benefits for registered users.

Which data is necessary for successful registration?

For the creation of a customer account, you will need an username (minimum 6 characters), a valid email address an a personal password (minimum 8 characters).

Will I be able to change my personal data in the aftermath?

Your will be able at any time to make changes at "My data". Please note, that just your username can't be changed in the aftermath.

I forgot my password - What now?

Choose "Password forgotten" at login screen. A Link will then be send to your primary email address. Click this link to reset the password and enter a new one afterwards.

How can I use prelado for business purposes?

Beside our customer account, prelado also offers you the so called business account. Whether bus company, delivery service or craft business, top-up history and favourite management helps you to administrate and top-up all pay as you go mobiles of your company. If you have any questions, you can ask our customer support via our contact form.
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