go card top up not showing
Applies to: customers who topped up online or in the app and the balance has not increased.
Cause
Online and app top ups are not instant. The value is held until the card is tapped on a reader at a station, bus or ferry, which collects the pending top up.
Steps
- Check the account for a Pending top up entry. If it exists, ask the customer to tap on any reader and check the balance again.
- If pending after 24 hours and a tap has occurred, raise a top up investigation.
- If there is no pending entry but the customer was charged, check the payment status. Failed payments are refunded to the original card within 5 business days.
- If the customer cannot travel, a manual top up of up to $20 can be offered while investigating (agent discretion).
Escalate when
- The customer was charged twice for the same top up.
- The pending top up is over 7 days old.