Frequently Asked Questions:
Q: What is the load feature?
A: GrabPay is launching the load feature to give Grab users a fast, safe and seamless way to pay for your load and top up your mobile phone. Simply enter your mobile number, select a top-up/load offer, and pay immediately with your GrabPay balance! This feature applies to pre-paid users only.
Q: Can I pay for my load purchase with a credit card directly?
A: No, you can only purchase using your GrabPay Credits balance.
Q: My load was unsuccessful. Why did my transaction fail?
A: Your transaction may have been affected network or connectivity issues or challenges connecting with one of our commercial partners.
Q: My purchase was unsuccessful but I did not receive a refund. What should I do?
A: If it has been more than an hour and you have still not received your refund, please click HERE and fill up the form and our customer service team will be happy to locate the transaction and ensure that the refund will be issued to your GrabPay account.
Q: My transaction is listed as pending. What should I do?
A: If your transaction is listed in pending state, your transaction will likely complete within a few hours, but please reach out to our customer service team if you wish to request a refund by clicking HERE and fill up the form.
Q: Why is my transaction listed as pending?
A: Occasionally there may be a delay in the system to process your purchase and the transaction may be held in a pending state. Your transaction will likely complete within a few hours but please reach out to our customer service team if you wish to request a refund or have still not received your purchase by clicking HERE and fill up the form.
Q: My transaction was listed as successful but I have not received my load to my account, what should I do?
A: If your purchase was successful but you have not yet received your load to your account, please allow a few minutes for the transaction to process. If you have still not received your purchase, please reach out to our customer service team who can troubleshoot the issue by clicking HERE and fill up the form. We will ensure you receive your load or issue a refund.
Q: I have reached my monthly limit on my GrabPay account, what can I do?
A: Unfortunately, we are unable to offer a solution to this issue. You may use GrabPay up to the limit on your account but will have to wait until the next month if you have reached the maximum allowed.
Q: My transaction status is listed as a failure, what should I do?
A: If your transaction status was listed as a failure, you may wait a few minutes and try your purchase again. If you are having persistent issues trying to complete your transaction, please reach out to our customer service team who can troubleshoot the issue.