MTU related: Questions and answers

What happens if I send a mobile top-up to the wrong contact?

Once a mobile top-up is sent, the balance is transferred immediately by the mobile operator to the number you selected. Unfortunately, this means the transaction can’t be canceled, refunded, or reversed.

To avoid any issues, we strongly recommend double-checking your contact’s phone number and details before confirming the top-up.

What’s the difference between credits, bundles, and plans?

At Rebtel, we offer three different types of Mobile Top-Up options to suit your needs:

Credits

You choose the amount, and the recipient can use it however they like: for calls, texts, or mobile data. It’s the most flexible option.

Bundles

These are set packages that include a combination of minutes, SMS, or data. It’s a one-time top-up to help your contact stay connected.

Plans

These are monthly subscriptions that renew every 30 days*. Your contact gets a steady supply of minutes, SMS, or data without needing to top up manually each time.

Can I schedule multiple top-ups in advance?

Not right now. Mobile Top-Ups must be purchased one at a time, at the moment you’d like them sent. We recommend placing your order when you're ready for it to be delivered.

I haven’t received my top-up after 4 hours. What should I do?

If it’s been more than 4 hours and the top-up hasn’t arrived:

• Double-check that the number you entered was correct.
• Ask your contact if they received the credit.
   

If everything looks correct and the top-up still hasn’t been delivered, our support team is happy to help.

Even if the first response comes from our virtual assistant, we kindly encourage you to follow the steps shown — they’re designed to quickly guide you to a live agent if needed. Skipping the initial bot steps may slow down the process.

Can I buy a year’s worth of top-ups in one go?

We don’t currently offer an annual Mobile Top-Up package.

However, you can activate a top-up subscription, which deducts the amount from your payment method every month automatically. That way, you don’t have to remember to send it manually.

How does a Mobile Top-Up subscription work?

A Mobile Top-Up subscription automatically charges your saved payment method each month and sends the top-up to your selected contact. It helps your loved ones stay connected without any interruptions or extra steps from you.

Can I cancel an automatic recharge?

Yes — but it has to be done manually. The system won’t cancel it for you.
If you no longer want the subscription, make sure to cancel it before the next scheduled charge to avoid being billed.

How can I send a Mobile Top-Up through Rebtel?

From the Rebtel Website:

1. Log in to your Rebtel account.
2. Go to Mobile Top-Up.
3. Select the country and enter the recipient’s phone number.
4. Choose the top-up amount or package.
5. Enter your payment details and confirm.

Your contact will receive the top-up shortly after payment.

From the Rebtel App:

1. Open the Rebtel app and log in.
2. Tap Services > Mobile Top-Up.
3. Select your contact.
4. Pick a product to send.
5. Add your payment info and confirm.
   
    

Does the recipient need the Rebtel app or internet?

No — the recipient doesn’t need the Rebtel app or an internet connection. The top-up goes straight to their prepaid line through their local mobile operator (like MTN, Vodafone, Ethiotel, etc.).

Sending Top-Up to Cuba

Can people in Cuba get internet through a recharge?

Yes. When you send a Recarga to Cuba via Cubacel, your contact receives credit in CUP. If they have a prepaid Cubacel line, they can use that credit to buy mobile data plans.

What can recipients in Cuba do with the credit?

They can:

• Make calls
• Send text messages
• Buy Cubacel data plans to access mobile internet — no need to visit a Wi-Fi zone.
   

Can the bonus part of the Recarga be used for internet?

No. Only the main balance can be used to buy internet plans. Bonuses are typically limited to specific usage types.

Is there a fee for sending Recargas to Cuba?

No, Rebtel does not charge any commission for sending Recargas to Cuba.

How can my contact activate a data plan?

They can dial *133# and select option 1 to purchase and manage their data packages.

What kind of phone is needed for mobile data in Cuba?

To access mobile internet via Cubacel, the phone must support 3G technology.

Is mobile data good enough for streaming or downloads?

For light browsing and social media, mobile data is fine. But for heavier tasks like streaming or downloads, we recommend using an ETECSA Wi-Fi point and the NAUTA service.