Yes. If the carrier top-up failed, submit the refund request form and you will get your money back. Refund requests are handled on weekdays, 09:00~21:00.
Failed top-ups almost always come down to one of four things: a restriction on the carrier's side, the wrong plan type (pay-as-you-go chosen instead of a monthly plan, or the other way round), a postpaid number entered by mistake, or an expired period of stay.
If it was the wrong plan type or the wrong number, you do not have to take the refund. We can re-apply the top-up to the correct number or plan instead.
