Why is my top-up still processing?
A top-up is briefly submitted before it's confirmed delivered; if it ultimately fails after your wallet was charged, Paysavo automatically refunds it — no separate request needed.
## Direct answer
After you submit a mobile top-up, it's typically in a short "submitted/processing" state while Paysavo confirms delivery with the network. This is expected and usually resolves quickly on its own. If the top-up ultimately fails and your wallet was charged, Paysavo automatically refunds the amount back to your wallet as part of handling that failure.
## How it works
A top-up moves from submitted to either completed or failed. When the outcome from the provider is unclear or unconfirmed, Paysavo deliberately does not refund right away — an unconfirmed result could mean the top-up actually went through, and refunding on a guess risks refunding a delivery that already happened. Instead, unclear outcomes are held and reconciled, and flagged for a Paysavo team member to review if needed. Once a failure is genuinely confirmed, the wallet is refunded automatically and you're notified — the customer-facing message explicitly states: "If your wallet was charged, it has been refunded" (app/Services/Notifications/MobileTopupNotifier.php).
## Troubleshooting
- It's been processing for a while: this can happen while Paysavo confirms the outcome — it does not mean your money is at risk.
- It shows failed: if your wallet was charged, it should already have been refunded — check your wallet transaction history for the credit.
## Still need help?
If a top-up has been stuck processing for an unusually long time, or shows failed without a matching refund, contact Paysavo support with your reference.