FAQ

Your questions answered

 

What is SuperCharge?

SuperCharge is the new, easy way of recharging your prepaid phone in the UAE. All it takes is a few clicks from the comfort of your home or work and you are done!

What are the benefits of using SuperCharge?

We like to keep it simple and easy. So no long codes to enter and no waiting in queues to get recharge vouchers. Your payments are encrypted and processed directly via banking channels. When you choose to save your card details, your information is replaced by a unique digital code or token. This token is then used to process your payments so your card data is never stored on our site. Our payment partners follow the highest industry standard in security and compliance keeping your transactions safe and secure.

Simply, SuperCharge is an easy, convenient and secure way to recharge.

What are the steps for recharging via SuperCharge?

Just provide us your phone number, register for the first time and pay. That's it. The next time just login with your User ID and its even more easier.

How do I track what recharges I have done previously?

We open a SuperCharge account for you, so you can easily view details of all your past transactions.

What should I do if there was an error with my recharge?

We are here to help. Click here to let us know about the problem. We promise to get back to you at the very soonest.

Is there a fee for using a SuperCharge account?

A nominal fee of AED 1 is applied on each recharge. There are no additional charges of any kind.


Can I recharge for my family members and friends too?

Absolutely. You can add family and friends to your SuperCharge account and recharge for them. We know that being a Superhero to your friends and family involves recharging their phones from time to time!

Can I recharge international numbers?

Not yet, but we are working on it. Please write in to us via the Contact Us Page and let us know the country and operator you would like to send recharge to. We will let you known when you can SuperCharge across the border.

How many recharges can be done in a day?

We do not restrict the number of recharges. However, for your safety, we do monitor SuperCharge accounts for unusual activity. This may result in transactions being declined on rare occasions. If this happens, just click here and drop us a note and we will sort it out.

Does the recharge happen immediately?

Usually within a few seconds. It can take 15 minutes in some cases and very rarely upto1 hour. So if you haven't had a confirmation within 1 hour, please let us know and we will get right on it.

My recharge status is pending. Why is this and what can I do?

Sometimes we get a pending status from the telecom operator. It could also be because your payment is under process. It usually takes about 15 minutes to resolve. We will aim to get back to you latest within 1 hour if this happens. If you haven't heard from us in 1 hour, please write in to us and we will get back to you with a resolution.

Please be assured that if the transaction is not processed for any reason, we will immediately take the necessary steps to reverse the transaction on your card or account.

I am getting a message that the Operator is unavailable. What does this mean?

It could be that the Operator's system is undergoing a reset or that the link we connect over is down. Please wait for a couple of hours and try your transaction again.

Who can I contact in case there is a problem with my recharge?

We are here to help. And we want to hear from you, especially if you have faced an issue. Please click here to send us a brief note about the problem and we will get right to it.


Is it safe to recharge online?

Yes, it is. When you use your card to pay, the transaction is encrypted and routed via payment processors to banking networks.

We take security very seriously and our payment partners follow the highest industry standards in security compliance. So you can rest assured your transaction on SuperCharge is safe and secure.

How do I make a payment?

Payment can be made via any card (credit, debit or prepaid) issued in the UAE. Very soon, you will also be able to pay by direct debit to your Mashreqbank account. Unfortunately, we cannot accept cards that have been issued overseas.

Can I use my Debit/ATM card to make a payment?

Yes, Debit/ATM cards issued from banks in the UAE can be used online to make a payment on SuperCharge.

If you do not store my card details, then why do I get an option to save my card when I pay? What is a token?

SuperCharge will never store your payment details.

You can, however, choose to save your card information with the payment processor. This will enable you to recharge much faster next time. Our payment processors are fully certified and follow the highest industry standards known as PCI-DSS. They hold your card information in a super-secure vault and only pass on a unique digital identifier or a token to SuperCharge.

Tokens are the very latest standard in payments security that enable customer convenience while providing a safe and secure mechanism to transact. This method is now being adopted by some of the largest online retailers in the world. You can learn more about tokenization here.

What is CVV and 3D security?

Card Verification Value (CVV) and 3-D secure add authentication layers to a card transaction. CVV is a 3-digit number usually mentioned on the back of your card. The 3-D secure password is provided by your card issuing bank.

Will I get reward points from my bank for this transaction?

Banks process these charges as any other and you will get your rewards points as normal. In case of any concerns, please contact your bank directly.



How do I create a SuperCharge account?

Simply enter your phone number on the website and follow the steps from there. You can create an account using your Facebook login ID or by clicking on 'Create Account' and providing some basic details. It takes less than a few minutes!

I have forgotten my password. How do I get a new one?

Click on 'Forgot password' to reset your password. We will send a verification code to your registered phone number that you can then use to create a new password.

How do I change my registered phone number or email ID?

Login and go to 'Settings'. You will find an option to change you registered number or email ID.

Can I save my card details with my account?

SuperCharge does not store your card information. You can, however, choose to save your card information with the payment processor. This will enable you to recharge much faster next time. Our payment processors are fully certified and follow the highest industry standards known as PCI-DSS. They hold your card information in a super-secure vault and only pass on a unique digital identifier or a token to SuperCharge.

Tokens are the very latest standard in payments security that enable customer convenience while providing a safe and secure mechanism to transact. This method is now being adopted by some of the largest online retailers in the world. You can learn more about tokenization here.

Why am I being asked to verify my email? Why is a verification code being sent to me on my phone number?

We want to make sure it's definitely you! The verification enables us to provide you a seamless experience on our site.

Can I sign in using Facebook?

Yes, you can use your Facebook user ID and password to login.


How do I raise a query?

Please click here to write in to us. We promise to come back to you as soon as we can.

My recharge was not processed. How do I get a refund?

Please click here and let us know a few details about your transaction.

We will investigate the recharge and aim to reverse the transaction to your card or account within 24 hours. In the event the transaction cannot be reversed, we will process a refund within the next 7 days. It usually takes 3-21 days after that for the bank to credit your account depending on your bank. Rest assured, your money is safe and we will process your refund as soon as we can.