What to do when a card top-up is missing or failed

A card top-up is credited only after the payment gateway confirms a successful payment. A pending bank-card authorisation does not by itself mean that the Smart Fuel Pass top-up has completed.

1. Complete the bank's 3D Secure approval when requested. If the approval is rejected, cancelled or not completed, the top-up cannot be credited.
2. After approval, allow the browser or banking app to return you to the Smart Fuel Pass portal.
3. Keep the result page open until the portal confirms the outcome.
4. If the return to the portal is interrupted, wait before trying again. Smart Fuel Pass may still verify the payment status with the GP webpay gateway in the background.
5. Refresh the account balance and check whether the bank shows the payment as pending, completed or reversed.

Do not submit several replacement top-ups in quick succession. More than one attempt may later complete and create multiple top-ups.

If the balance is still not updated, contact support with the account or contract reference, date and time, amount, last four card digits, the status shown by the bank, and a screenshot or payment reference. Never send the full card number, PIN or security code.