Cancel Ontopup: Easy Method

What is Ontopup

Overview

Ontopup (On Top Up) is an online top-up service that sells mobile airtime or PIN-based vouchers and offers an Auto-Top-Up subscription to automatically refill credit.

The service is presented as web-managed, with account controls available via the provider's account area and support channels for customers.

Key purpose

Its primary purpose is to deliver prepaid credit or PIN codes to customers quickly and conveniently, including automatic recurring top-ups if Auto-Top-Up is enabled.

Ontopup appears to use a UK business address for correspondence; the service and support processes are managed online rather than through local Nigerian offices.

How to cancel Ontopup

Cancel via the account area (recommended)

• Log in to your Ontopup account on the website where you originally set up Auto-Top-Up.
• Go to the account area or subscription settings and look for "Auto-Top-Up" or similar.
• Choose the option to turn off, stop, or cancel Auto-Top-Up and confirm the change.
• Keep a screenshot or confirmation message showing the subscription has been turned off.

Cancel via customer service

• If you cannot cancel online, contact Ontopup customer service and request cancellation of Auto-Top-Up.
• Provide identifying details: account email, transaction or subscription ID, phone number to be topped up, and date/time of the request.
• Ask for written confirmation (email) that Auto-Top-Up has been cancelled.

App Store / Google Play note

• Ontopup’s documentation indicates Auto-Top-Up is managed via the account area (web); there are no specific App Store or Google Play cancellation instructions available.
• If you used an app store to subscribe, also check your Apple or Google subscription settings and cancel there if a subscription record exists.

What happens when you cancel

Access and future top-ups

Turning off Auto-Top-Up prevents future automatic charges and future automatic delivery of top-ups to the nominated number or account.

Existing credit already delivered to your phone or account is normally unaffected by cancellation and will remain available subject to the mobile operator’s rules.

Records and confirmation

You should receive or request confirmation of cancellation from Ontopup by email or account notification for your records.

Keep transaction receipts and any cancellation confirmation in case you need to dispute later with your bank or a consumer protection body.

Will I get a refund?

Standard refund policy

According to Ontopup terms, once a top-up has been sent (service performed) it cannot be refunded or reversed.

This means you generally lose the right to cancel or obtain a refund after the top-up is delivered or the PIN is issued.

Exceptions and how to request a refund

• If a top-up was purchased in error and the PIN code has not been activated, a refund may be possible by contacting customer service promptly.
• Document the error (screenshots, order ID, payment receipt) and provide these when contacting support to increase the chance of a refund.
• There is no automatic 14-day cooling-off entitlement once the digital service is completed; EU cancellation-style rights are expressly disclaimed in the terms.

Ontopup plans and pricing

Overview

There is no credible, specific public information on Ontopup pricing for Nigeria in 2024/2025 in EUR, NGN, or other currencies.

If you need exact prices, check your Ontopup account checkout page or contact support before purchasing.

Notes

Because pricing and available top-up denominations may vary by destination, the table below uses a general placeholder.

Your consumer rights in Nigeria

Relevant authorities

Nigerian consumers can seek guidance from the Federal Competition and Consumer Protection Commission (FCCPC) on unfair commercial practices and disputes.

If you suspect fraud or persistent non-delivery, file a complaint with the FCCPC and consider contacting your bank or card issuer for a payment dispute.

Practical remedies

• Ask the merchant first for a refund or correction and keep written records of all communications.
• If the merchant refuses, contact your bank/card issuer to ask about a chargeback or dispute process.
• File a complaint with the FCCPC if you believe the provider breached consumer protection rules or misled you.

Customer experiences

Positive feedback

Many users report Ontopup is easy to use and fast, praising convenience for straightforward top-ups and accessibility for less tech-savvy users.

Some reviewers note it can be helpful for people with disabilities or those who prefer simple, web-based top-up flows.

Common complaints

There are repeated reports of unexpected recurring charges where users say Auto-Top-Up renewed without intention and they had difficulty cancelling.

Other frequent issues include not receiving credit after payment, trouble getting refunds, and slow or unhelpful customer service responses.

Documentation checklist

Before contacting support

• Account email and username used with Ontopup.
• Order or transaction ID and date/time of the charge.
• Phone number or destination that was to receive the top-up.
• Screenshot of the charge, confirmation page, or PIN (if issued).

If you escalate the issue

• Bank or card statement showing the charge.
• Copies of communications with Ontopup customer service.
• Evidence that the PIN was not activated (if applicable).
• Reference number if you file a complaint with FCCPC or your bank.

Common mistakes

Mistaken assumptions

Assuming you can always get a refund: Ontopup’s terms state that delivered top-ups are non-refundable, so refunds are not guaranteed after delivery.

Assuming App Store/Google Play cancellation applies: the service is primarily managed via the Ontopup account area; store subscriptions may not control Auto-Top-Up.

Timing and confirmation errors

Not checking subscription settings immediately after purchase can lead to unexpected renewals. Always confirm Auto-Top-Up status in your account.

Failing to save cancellation confirmation is common; without proof, disputes with banks or regulators are harder to resolve.

Comparative recap

Quick comparison

How to choose

If you can access your account, cancel there first and keep confirmation. Use customer service only if account cancellation fails.

If you were charged in error and the PIN is unused, contact support immediately and prepare documentation for a dispute or chargeback if needed.

After cancelling

What to check

• Confirm you received a cancellation confirmation by email or in your account notifications.
• Monitor your bank/card statement for any further charges for at least one billing cycle.
• Check the target phone number or account to ensure no unwanted top-ups occur after cancellation.

Next steps and useful links

• Ontopup help / support page - contact support and check account management options.
• Federal Competition and Consumer Protection Commission (FCCPC) - file complaints in Nigeria.
• Manage subscriptions on Apple - check if a store subscription applies.
• Manage subscriptions on Google Play - check for records of active subscriptions.

Address

Registered correspondence address

Surestream Digital

St Stephens House, Arthur Road, Windsor, Berkshire, England, SL4 1RU

How to contact by post

If you choose to send a postal cancellation or formal complaint, include your full name, account email, transaction details, and a clear statement of the action you request.

Keep copies of the letter and proof of posting for your records. Postal contact may be slower than online support.