Auto top up

[Frustrated]

I’ve been a lucky customer since may.  Auto top has never worked.  Each month I get a notice my account is in arrears.  No issues at the bank.  I’ve tried using my bank account number and I’ve also tried using visa debit.  There’s no sign the withdrawal is ever attempted at the bank. 

support from lucky has been brutal.  Was referred to executive response team last month.  Promised it would work in December, but it’s still doesn’t work.

what’s going on?

[LuckyMobileKris · Accepted solution]

Hi there @Frustrated.

Welcome to the Community.

For the Community to be better able to assist, we'll need for you to provide further info.

• Are you able to set up the auto top-up successfully in the first place? Are you receiving an error of any kind when you do?
• Have you attempted making a one-time manual top-up to confirm?
• At times, banks may put a hold on auto payments if they suspect fraud. Have you spoken with your bank in this regard?
• What exactly was it that the executive team told you?

In the meantime, feel free to take a look at our page on Ways to Top-Up. You can also try in a web browser by logging into My Account

Looking forward to hearing back from you.

[Frustrated]

Auto top up has been successfully set up numerous times.  Have tried visa debit and direct debit through bank account.  Lucky support through Twitter has confirmed it’s been set up directly. No error messages.  Yet, the payment never comes out.  

I manually top up each month.  

there are no issues at the bank. No holds, freeezes.  No evidence that Lucky has attempted a withdrawal.  No NSF fees.  My dad works at the bank.

[LuckyMobileKris]

Thanks for the details, @Frustrated.

To confirm as well, does the billing info for your bank account match the billing info used for your Lucky Mobile account?

— Kris