How to use Digicel Online Top Up

WHAT IS DIGICEL ONLINE TOP UP & HOW DO I USE IT?

What is Digicel Online Top Up?

• The service allows customers to go to the Digicel website or the Digicel Top Up App and top up any Digicel prepaid number.
• This service can be accessed by going to the Digicel website http://online-top-up.digicelgroup.com & logging in or by download the Top Up App.

Can minutes (credit) be sent to any Digicel prepaid number worldwide?

Yes. The service is available to all Digicel territories below:

Jamaica	Trinidad & Tobago	Grenada	Bonaire
Haiti	St. Vincent	Barbados	Curacao
El Salvador	Suriname	Bermuda	Nauru
Guyana	St. Lucia	British Virgin Islands	Tonga
Panama	Antigua	Cayman	Samoa
Anguilla	TCI	Dominica	Fiji
St. Kitts & Nevis	FWI	Aruba	Papua New Guinea
Vanuatu

How do I use the Online Top Up site from my mobile?

In your mobile browser enter:  https://online-top-up.digicelgroup.com  this will automatically redirect you to our mobile optimized website. Please remember to bookmark this page for easy access when topping up via the mobile site.

What is the Online Top Up Credit expiry time?

You have 90 days in which to top-up your Digicel account after the expiration of each top up. If you fail to do this, your account will be deactivated. You will be able to receive calls but will need to top-up in order to make a call. If your account remains dormant for an additional 30 days, your account will automatically be terminated which means you will have to purchase a new SIM card and a new number will be provisioned.

Card Value ($)	Expiration Date
JM$600, JM$700, JM$800	42 days after top-up
JM$1000, JM$1250, JM$1500, JM$1600, JM$1750, JM$2000, JM$2400, JM$2400, JM$2600, JM$2,800, JM$3000, JM$4000	120 days after top-up
JM$5000.00	150 days after top-up

CREATING AND MANAGING YOUR ACCOUNT

How do I create an Online Top Up account?

To create an account, follow these simple steps:

• Enter your order details e.g. the recipient number and the top up amount
• Complete the registration form
• We will send an activation email to your email address
• Click on the activation link in the email
• After clicking on the link, your account is activated and you can sign in
• When you've signed in this will take you to the Review Order page. Complete your order by entering your card payment details
• Your Top Up is sent instantly to the mobile phone!

Why is my email address required to register and use the service?

The email address is used as a part of the customer care and identification processes, so that you can be contacted if there are any difficulties using the service.

What is needed to use Digicel Online Top Up?

Customers will need:

• An active Digicel Online Top Up account.
• A valid credit or debit card MasterCard, VISA, Amex, NCB KeyCard, Diners, Discover, Maestro or PayPal account
• An active prepaid Digicel number
• A valid email address

I didn't receive my registration confirmation email - what do I do?

• Please check your junk email or spam filter
• Please check you have used a valid email address. If not, please register again using a valid email address.
• Contact Customer Care using the details on the Online Top Up website.

How do I view my account history?

You may view your account history when logged in, by clicking on your user name in the top right hand corner of the screen and selecting 'history' from the drop down menu.

Can I delete my account history?

No. The account history cannot be deleted. This provides an important record of your past transactions on the Digicel Online top up website.

How do I view/edit my contacts?

Log in and click the down arrow next to your username - you will see a “Contacts” option. Here you will see all numbers you have sent minutes to. You may assign names to each contact here or add new contacts.

To view your contacts when sending a top up, please click the icon with the down arrow that is located to the right of the text box used to enter a phone number (You will see this after you have logged in only).

Can I reset my password?

Yes, on the Log in page please use the link "Help! I have forgotten my password" to reset your password.

CREDIT CARD AND PAYMENT DETAILS

What payment methods are accepted on the website?

You can use any of the following payment methods:

• VISA Credit cards
• VISA Debit cards
• VISA Electron cards
• MasterCard Credit cards
• MasterCard Debit cards
• MaestroCard
• NCB Key Cards
• American Express
• Paypal - This is accepted for select currencies
• Discover
• Diners

Do I have to enter my credit card information each time I use the Digicel Top Up site?

It is not necessary to enter your card details each time you use the site. If you wish to save your cards details, please tick on the 'save card' box as you complete your payment details. This is safe and secure.

How do I remove my stored credit card?

You may access the Top Up Website (using a mobile device or your desktop) and log into your Online Top Up account. Proceed with the top up as usual by entering the telephone number and the top up amount then select “Pay and Checkout” . Once on the “Pay and Checkout” page, your stored card will display right below “Select a Payment Method”. Simply, click the “Delete” option beside the card to remove it from the account.

Please note, that once a stored card is deleted it cannot be restored. This is a security limitation with our processor, whose systems store the cards.

The option to remove your stored card is not available on the App and must be done from the Top Up Website.

What currency can payment be made in?

Payment can be made online in your local currency. You may edit the billing currency when you are on the “Pay and Checkout” page by selecting an option from the drop down menu on the Order Details panel to the bottom right of page.

What is the exchange rate when purchasing minutes?

Exchange rates fluctuate daily and are automatically updated to reflect these changes. The website will state the total amount the recipient will receive before you submit the transaction.

Is tax added to the purchases?

Sales or Value Added Taxes are applied to purchases according to the Digicel country that receives the top up. The value top up received is minus the tax amount.

Is there a charge for using the Digicel Online Top Up site?

There are no transaction fees charged for transacting with Digicel Online, however please check with your respective banks as some may charge a banking fee.

Do I receive some form of receipt for my transaction?

Once the transaction is successful you will receive the following forms of confirmation:

• A summary is presented on screen at the end of the transaction.
• An confirmation email with a receipt for your transaction is sent to your email account
• You can view a record of the transaction in the history tab in your online top up account
• The recipient will receive a text message confirming the top up received to their mobile phone

BONUS MINUTES AND REWARDS

If promotion bonuses are being awarded for other top up promotions will this be offered also for Digicel Online Top Ups?

Digicel Online Top Ups are usually treated as a regular top up, so most promotional offerings apply. Please see terms and conditions for specific promotions to confirm online top ups qualify.

Will loyalty points be earned whenever minutes are added via Digicel Online Top Up? (applies to Jamaica only)

Yes. The phone number topped up will receive Digicel Loyalty Points for credit added via Digicel Online Top Up. If the amount that is placed on the phone is less than $100 the loyalty points will be pro-rated.

What is the time allotted to use bonus minutes?

This varies for each country and ranges from 2 to 10 days. Please refer to the “Bonus Offers” link on the Terms and Conditions page for the bonus expiry for your specific country.

How do I check my bonus minutes (credit) balance?

This varies for each country and is accessed by dialing a short code. Please refer to the “Bonus Offers” link on the Terms and Conditions page for the short code that applies to your country.

VERIFYING A TRANSACTION AND MOBILE NUMBER

Is there a way to verify the amount the topped up number will receive?

The amount of top up the number will receive is displayed when you have selected a top up amount and is also visible in the 'history' tab when logged in to your account. The following SMS will be also sent to the receiver of Top Up: 

"You have received $xx.xx with Digicel Online Top Up. Your balance is $xx.xx. Online Top ups of $xx or more get up to xx bonus. *xxx*x# to check bonus"

Why has my Top Up failed?

Here are the main reasons why your Top Up may fail:

• Your bank may have declined the payment
• There may have been a problem processing the payment. In this case, please contact Customer Care (contact details are on each page of the website) or try again
• You have hit a limit on number of transactions.
• The recipient number is invalid

What happens if I enter the wrong recipient number?

The system verifies each number that is entered for a top up and will return a message advising whether or not the Top Up can be completed. If top up is sent to an incorrect number, Digicel will be unable to provide a rebate as minutes are sent instantly and immediately available for use.

The recipient number I entered is not working

Please check the number you have entered is a Digicel prepaid number. If you are attempting to top up a Digicel number that is registered as a postpaid phone, you will see the following message "Your order cannot be created. Please try again".

AUTOMATIC & FINGERTIP TOP UP

What is Automatic Top Up?

Automatic top up is a free service that allows you to complete a one-time set up to schedule future top ups for a specific date and time. These top ups may be scheduled to repeat daily, weekly or monthly and can be cancelled at any time.

How to I schedule an automatic top up?

Firstly, you will need to have your credit card information stored to allow charges for scheduled top ups. If your credit card is not stored you will be required to complete a top up and ensure that you choose to save your credit card when entering your payment details. When complete:

• Proceed to "Top Up Methods" on the main menu
• Select "Automatic"
• Select "Add New" then complete the form displayed. You will be required to assign a name to this automated top up, enter the phone number that will be receiving the top up, top up amount, and your desired frequency
• When finished please click "SAVE".

Please note, the service cannot be used with PayPal, AmEx or NCB KeyCard.

How do I cancel a scheduled automatic top up?

To cancel your scheduled top ups, Log into your account then go to Top Up methods and select “Automatic”. All automated top ups that have been set up on your account will be displayed. Below each of these you will see a “delete” link, please click this link to cancel any future automated top ups.

What is Fingertip Top Up?

The Fingertip Top Up feature enables you to quickly send top ups via your mobile phone from any location, at any time to any Digicel prepaid phone.

How do I use Fingertip Top Up?

Like Automatic Top Up, you will need to have your credit card information stored to allow charges for Fingertip top ups. If your credit card is not stored you will be required to complete a top up via a desktop computer and ensure that you choose to save your credit card when entering your payment details. When complete:

• Proceed to "Top Up Methods" on the main menu
• Select "Fingertip"
• You may then follow the instructions on the screen.
• You will receive a 3 digit service code as well as a 5 digit Fingertip password token (which you may change at any time).
• To complete a Fingertip top up from your phone you will use your 3 digit service code, 5 digit password token, short code (which represents the top up amounts available on Digicel Online) and the area code + phone number (not needed if you are topping up your own phone). The below is an example of what you would dial from our mobile to complete a fingertip top up. 
  *123*12345*600*1876000000#

Please note, the service cannot be used with PayPal, AMEX or NCB KeyCard.

How do I cancel my Fingertip Top Up service?

To cancel your Fingertip service, Log into your account then go to Top Up methods and select “Fingertip”. Your Fingertip Top Up details will be displayed here and you may click the delete link at the end of the page to cancel the service.

Do I need to save my credit card to use Automatic and Fingertip services?

You must have completed a transaction on the Digicel Online Top Up site and stored your Visa, MasterCard, Diners or Discover card to use Automatic and Fingertip services.

SECURITY AND PRIVACY

Is my email address and credit card safe?

Digicel does not share any customers email address with third parties. We will only use your email address to send information on online offers and you are free to opt-out from these emails at any time.

All information transmitted is done through secure protocols (SSL - Secure Socket Layer); one of the most widely used and safest security protocols available on the web - you will see it used at all leading sites. When completing a transaction, Digicel does not store your credit card information. All sensitive information is held by our payment processor who keeps this data secure to the stringent requirements of the Visa and Mastercard compliance teams, which includes PCI compliance.

For more information on security and privacy policies of our website please  click here .

Why am I required to agree to your terms and conditions?

This is a part of the policy to protect your privacy and security and the terms of service is used to protect your rights.

Prepaid Plan FAQ’s Jamaica

What are the Diaspora Online Prepaid Plans?

Diaspora Online Prepaid Plans provide Digicel customers with specific plans for local On-net calls, Off-net calls, International calls, Data service and Text messages. In addition to purchasing credit from the Digicel Online site at www.digiceljamaica.com, customers will also be able to purchase a Diaspora Prepaid Plans for their family and friends back home. Offer is only available online via Digicel Jamaica’s website.

There are two (2) types of Prepaid Plans:

• International Plan
  • Voice Minutes (International Minutes only)
• Regular Plan
  • Voice minutes (on-net, off-net and international)
  • Data
  • SMS

See detailed breakout of each plan in Question 5.

Who can qualify for this offer?

This offer will be available to all prepaid mobile customers (BlackBerry and Non BlackBerry).

• Digicel prepaid mobile customers on all 3 rate plans:
  • Gimme 5 Plan
  • Sweet Plan
  • $2.95 Plan
• Hybrid customers
  • Prepaid account that exists within a Closed User Group (CUG).
  • Hybrid account holders must dial *949 before the number if they wish to utilize the Prepaid Voice Plan.
• Dual account customers
  • Postpaid and Prepaid account combined using one number.
  • Dual account customers must dial *949 before the number being dialed in order to utilize the Prepaid Voice Plan.

How does the Diaspora Prepaid Plan work?

Customers may visit Digicel Jamaica’s website at www.digiceljamaica.com to select the plan most suited to their needs.

Once purchased online, the Diaspora Prepaid plan will be automatically activated on the customer’s account.

Customers may check their balance by dialing *120*41#.

How do customers access the Diaspora Prepaid Plan?

Customers are able to purchase these plans online on Digicel Jamaica’s website or on the Top Up App.

How will the Prepaid Plans be allocated on the customer’s account for each service?

The Prepaid Plans for each plan will be added to a customer’s account based on the plan purchased in the store. The table below will show the allocation of each Prepaid Plan:

Diaspora Prepaid Plans
Plans	Valid	Data	On-net	Off-net	International	SMS (On-net)
US $15 Plan	14 Days	500MB	240 mins	10 mins	100 mins	200
US $16 INTL ONLY Plan	30 Days	n/a	n/a	n/a	1,000 minutes	n/a

How does a customer check their Prepaid Plan’s balance

The Prepaid Plans for each plan will be added to a customer’s account based on the plan purchased in the store. The table below will show the allocation of each Prepaid Plan:

USSD Code & Plan Expiry
How to check Plan Credit	*120*41#
Plan Expiry	14 & 30 Days

Customers may dial *120*41# ‘Send’ to view the voice, SMS or data plan balance for their Diaspora Prepaid Plan.

Balance enquiry shows an accumulation of remaining voice, SMS or data plan and the plan expiry date. See below

SMS: Your Digi-to-Digi:0mins, Other Network:0mins, SMS:0mins & Data:0mins expires Dec 05 2014.Your Intl 1000mins expires Dec 21 2014.Text 93 to 137 for conditions

When will each plan expire?

International plans are valid for 30 days.

Regular plans are valid for 14 days.

Customers may dial *120*41# to check when their plan will expire.

Will the customer’s unused Prepaid Plans roll over to the next plan?

No. Unused plans will NOT roll over and will be removed from customer’s account once their plan has expired.

Can a customer use the data from the Diaspora Prepaid Plans if they are not on an active BB plan with their BB devices?

Yes. Customers with BlackBerry devices who wish to use the Diaspora data plans may do so but they will only be able to browse and stream. They will not be able to use RIM services (such as BlackBerry messenger, App World, Email, etc).

For a customer to use these services on their BlackBerry device they will need to activate one of the existing BlackBerry plans.

Note: If a customer has both data plans from an active data plan and Diaspora data plan, then Diaspora data plan will be used first, once exhausted charges for data activity will then be deducted from the existing data plan.

If a customer purchases a new plan while they are already on one of the Diaspora plans, will the expiry date be extended?

If a customer already has a Diaspora Prepaid Plan and purchases another, they will receive additional Prepaid Plans to their existing plan and an extension to their expiration date based on the validity period of the newly purchased plan

There is a cap to the amount of Diaspora Prepaid Plans a customer is allowed to have. See limits below.

Prepaid Plan Item	Any Plan
On-net mins	1800
Off-net mins	90
Intl mins	3000
Data	9000MB
SMS	1500

How will the TCT be deducted from the customer’s account each time a call is made?

TCT will be included in the plan subscription fee for voice usage and therefore should not be deducted from the main balance.

Will the Diaspora Prepaid Plans be used when making calls to a VIP Partner?

No. Calls to a VIP Plan partner will deduct from the VIP balance. When the VIP balance is exhausted the Diaspora Prepaid Plan is then used.

If a customer qualifies for Prepaid Free Nights and has the Diaspora Prepaid Plans available, which plan will be used first?

Prepaid Free Nights is first priority for local Digicel voice calls.

If a customer is on a Diaspora Prepaid Plan call and has Free Nights, once the call is placed before 11pm the customer will be required to end the call and redial to benefit from the Free Nights.

E.g. Customer makes a local Digicel call which started at 10:59pm and ended at 11:04pm. This call would be charged for the entire 5 minutes as it was initiated before 11:00pm.

If a customer activates an International Nights Offer on their account and has the Diaspora Prepaid Plan available, which Prepaid Plan will be used first?

International Nights will take first priority for International voice calls to the US, Canada and UK landlines.

If a customer is using the minutes from their Prepaid Plan and has an active International Nights plan, should the call be placed before 11pm the customer will be required to end the call and redial to benefit from the International Nights offer.

E.g. Customer makes an International call which started at 10:59pm and ended at 11:04pm. This call would be charged for the entire 5 minutes as it was initiated before 11:00pm.

If a customer is on an International Plan, will the Diaspora Prepaid Plan be used first when making an International call?

No. Charges for calls made to an International number will deducted from the International plan balance. When the International plan is exhausted the Diaspora International Prepaid Plan is then used.

Will customers qualify for Gimme 5 offers while using the Diaspora Prepaid Plan?

No. Customers will not benefit from Gimme 5 while using the Diaspora Prepaid Plan.

Gimme 5 is only applicable to calls charged from Main Account on rate plans that allow Gimme 5 offers.

However, if a customer qualified for Gimme 5 SMS and received their free messages prior to receiving a Diaspora Prepaid Plan they should be able to use those free messages completely before using their Diaspora Prepaid Plan.

How can a customer use each voice Prepaid Plan?

Voice plan can be used for various reasons:

• Voice On-net plans can be used for calls to local Digicel numbers only.
• Voice Off-net plans can be used to make calls to other networks such as; Lime mobiles, Lime landlines, Flow landlines, toll-free numbers or weather check.
• International plans can be used to make international calls to US, Canada and UK landlines only.

Can the Prepaid Plans be used to send SMS?

Yes. The SMS plans will be allotted to send a SMS to local Digicel numbers only.

Note: Dual and Hybrid customers will not be able to use the SMS plans.

Are the Prepaid Plans transferable by Credit U?

No. The Diaspora Prepaid Plans cannot be transferred via Credit U.

Will Credit U be restricted from Main Account if the Diaspora Prepaid Plan is active?

No. The Credit U service will not be restricted if the plan is active.

If I am roaming can I access or use the Diaspora Prepaid Plans?

No. Customers must be in Jamaica on the Digicel Jamaica network to benefit from this offer.

Will customers be able to use their Diaspora Prepaid Plan to qualify for the Gimme 5 offers?

No, customers will not be able use their Diaspora Prepaid Plan to qualify for the below Gimme 5 offers:

• Gimme 5 SMS
• Gimme 5 On-net Voice
• Gimme 5 Int’l Voice

Prepaid Plan FAQs Trinidad & Tobago

Will the activation of a Diaspora Prepaid Plan qualify customers for prepaid Free Nights/ Best Friend For Free?

No, activation of the Diaspora Prepaid Plan will not qualify customers for Free Night or Best For Free promotions.

Customers will have to make required credit Top Ups to qualify for the respective promotions.

Will the Activation of the Diaspora Prepaid Plan increase customer’s airtime?

No, activation of the Diaspora Prepaid Plans will not increase the airtime on customer’s accounts.

What happens if a customer has both the Diaspora Prepaid Plan and Best Friend For Free active at the same time?

When a customer has an active Best For Free Plan with available credit and a Diaspora Prepaid Plan with available Prepaid Plans, when a call is made to a their BFFF partner the BFFF credit will be used first.

Once the BFFF credit is exhausted the charges will then come from the on-net Prepaid Plan for calls to the customer’s BFFF partner.

Will a customer be charged the overage rate if they exhausted the Prepaid Data Plan before the plan expires?

No, customers will be charged the PAYGO rate of $40/MB for additional data usage after plan data Prepaid Plan have expire.

What happens if a customer has both the Diaspora Prepaid Plan and a data/BlackBerry plan active at the same time?

If a customer has Diaspora data Prepaid Plan with an active Data plan or BlackBerry plan then the Diaspora Prepaid Data Plan will be used first.

If a customer has an active data plan such as a “1 Day Starter Plan” along with a Diaspora Prepaid Plan that has available Prepaid Data Plan, charges will be deducted from the Diaspora Prepaid Data Plan firsts for data usage.

When the Diaspora Prepaid Data Plan is exhausted, charges will then be deducted from the Prepaid Data Plan of the active data plan.

If both Diaspora Prepaid Data Plan and the active data plan (e.g 1 Day Starter Plan) Prepaid Plan are exhausted then overage rate $25/MB will be deducted from the main balance for data usage.

Prepaid Plan FAQs Trinidad & Tobago

What is the International Talk & Text plan about?

This plan will allows Customers in the US to purchase Prepaid Plan minutes which will be automatically activated for their friends & family in Trinidad.

The plan includes 500 Minutes & 1000 SMS (can be used for International & Local Digicel to Digicel calls)

• International plan minutes can be used to make International calls to USA, Canada, and UK landlines
• Local minutes can be used to make local Digicel to Digicel calls on the Trinidad Digicel network  
• Plan is valid for 30 days

The plan is $20 USD, $25 CAD, £13

How do I sign up for the International Talk & Text plan?

The plan can be bought in Digicel branded retail stores in the US, Canada and UK as well as online atwww.digiceltt.com

What countries are the minutes used to call?

The minutes can only be used to call the USA, Canada, and UK landlines and local Digi to Digi calls.

Can I use my Prepaid Plans to call Digi Caribbean numbers?

No, this is only applicable to local Digicel, USA, Canada and UK landlines numbers.

Can I use my International Prepaid Plan to contact landline International numbers?

You can use your International Prepaid Plan for the below:

• US Mobile and landline numbers
• Canada Mobile and landline numbers
• UK landlines numbers ONLY

Does my prepaid Prepaid Plan subscription/s roll over if I have any unused portion of a plan?

No, unused portion of Prepaid Plans from your prepaid subscriptions do NOT roll over.

Can I Query the plan minutes at any time?

Yes, voice *120*56# and SMS *120*57#

Can a customer purchase multiple plans at the same time?

Yes, a customer can purchase the plan multiple times a month. Expiry Date will be extended to the new date of the latest subscription.

Is this plan available to postpaid and corporate customers?

No. This plan is only applicable to prepaid subscribers.

Will the FA5 promotion be applicable within the International Talk & Text plan?

Customers will be able to take advantage of the Free After 5 promotion while using voice Prepaid Plans only.

How Do I renew my Prepaid Plan?

Ask a loved one from abroad to purchase the plan for you at a Digicel branded retail store in the US, Canada or UK as well as online at www.digiceltt.com.

Can a Digicel Trinidad customer visiting or roaming in the US access International Prepaid Plans?

No. Customers must be in Trinidad on the Digicel Trinidad network to benefit from this offer.

Will a customer be charged an overage rate if they exhaust their Prepaid Plan minutes before the plan expires?

Yes, customers will be charged the per-minute rate for either a local or an international call after plan minute Prepaid Plan have expired.

Prepaid Plan FAQs Haiti

How does the Diaspora Prepaid Plans work?

Customers in the US/CAN can purchase a Prepaid Plan which will be automatically be activated for their friends & family in Haiti.

Can a customer purchase multiple plans at the same time?

Yes, a customer can purchase multiple plans. Expiry Date will be extended to the new date of the latest subscription and Prepaid Plans accumulated until limit is reached. Once the limit is reached, transactions will fail.

Will the customer’s unused Prepaid Plans roll over to the next plan?

No

Can a Digicel Haiti customer visiting or roaming in the US access Diaspora Prepaid Plans?

No. Customers must be in Haiti on the Digicel Haiti network to benefit from this offer.

Will a customer be charged an overage rate if they exhaust their Prepaid Data Plans before the plan expires?

Yes, customers will be charged regular Main Account rate/MB for additional data usage after plan data Prepaid Plan has expired.

Source: Digicel Group