My top-up hasn't arrived

Short version: card top-ups usually clear straight away. If yours hasn't, look at the deposit's page first, then check with your bank, then email us. Don't pay twice.

First, look at the deposit

Open Billing, then Deposits, and click the top-up. Its page shows where it's got to: Deposit created, Payment, Confirmed by the provider, Funds in your balance.

• Says Almost done and you've paid? Click I have paid — check now.
• The page stops checking after a while and tells you so. Click Check again later.
• Says This payment did not complete? If you never paid, just start a new deposit. If money did leave your account, email us first (below) rather than paying twice.

Still no balance?

A card payment can be held for a check now and then. If the balance didn't change:

1. Refresh your dashboard and look at the deposit page again.
2. Check with your bank whether the payment was declined or held.
3. Still stuck? Email support@proxymonkey.io with the date and the amount of the payment. Never send the card number.

What not to send

No passwords or full card numbers. We never need them.