Pending does not mean failed. Wait for the operator's final result and check the existing transaction before trying the same recharge again.
When a recharge does not complete as expected, the first question is usually: should you wait, try again or ask for a refund? The answer starts with the transaction’s recorded status.
Mexora Money distinguishes immediately failed recharges, pending requests and successful recharges. This guide explains the company’s recharge process using the current Refund & Cancellation Policy.
Check the status first
| Status | What it means for the recharge | What happens next |
|---|---|---|
| Failed immediately | The recharge failed at the outset. | If the amount was deducted, it is refunded immediately. |
| Pending | The operator’s final result has not arrived. | The operator resolution timeframe is up to three days. |
| Pending, then failed | A final failed result has arrived from the operator. | The deducted amount is refunded immediately on receipt of that result. |
| Successful | The recharge completed. | It cannot be cancelled or refunded under the ordinary recharge policy. |
If no recharge amount was deducted, there is no deducted amount to return. If a failed transaction’s refund is missing, raise that specific discrepancy with support.
Why you should not repeat a pending recharge
A pending request can still become successful. Submitting another recharge while waiting can leave the customer with two successful recharges rather than one failed attempt and one replacement.
Check the original transaction and explain its status to the customer. For example, if a request is pending in the morning and the operator confirms success later, that original recharge has completed. A second request would have been a separate transaction.
The operator may return success or failure at any point within the three-day period. A refund follows a final failed result, not the mere appearance of the word “pending”.
What to do after three days
If the recharge remains pending beyond the stated period, contact support@mexoramoney.com. Include:
- The transaction identifier.
- Transaction date, time and amount.
- Operator and current displayed status.
- A relevant screenshot with unrelated personal details masked.
The passage of three days does not automatically change the status to failed. Support needs to check the result with the relevant provider. This does not affect any remedy required by applicable law.
If your issue remains unresolved, email mexorainfosys@gmail.com with the previous correspondence. Use the grievance form for a formal complaint.
Can a successful recharge be reversed?
A successfully completed recharge cannot be cancelled or refunded under Mexora Money’s ordinary recharge policy. This includes a successfully processed request containing an incorrectly entered number, operator, plan or amount, and a change-of-mind request.
Before confirming, ask the customer to verify the number and selected recharge details. This small check is more useful than assuming a successful recharge can be undone later. Rights that cannot lawfully be excluded remain unaffected.
Keep recharge refunds separate from other issues
These timelines describe recharge handling. They do not automatically govern AEPS, DMT, insurance, travel or other services. Likewise, a wallet-funding review is a separate issue from a failed recharge refund.
When reporting a problem, describe the actual service and transaction. Saying “money is missing” without the reference or status makes it harder to identify the event that needs investigation.
Common questions
Does pending mean the customer should pay again?
No. First check the original request. It may still complete successfully, so do not assume that another submission is necessary.
Is there a cancellation window after success?
No ordinary cancellation window applies to a successful recharge under the company policy.
Where can I read the complete rules?
The Refund & Cancellation Policy covers the full process, other service types, disputes and your rights. Refer to that page alongside the actual transaction status.
