First time buying top up voucher online. A little confused that the pin number was actually voucher number. A little surprised that £1.89 was added to payment. Will be buying vouchers from in-store in... See more
Company replied
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Review summary
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What people talk about most
Reviews shaping this summary
I purchased a top up voucher from them a few months as my O2 pas as you go top up service was playing up and wouldn't take payment. I was pretty sure this was a one time purchase voucher and was hap... See more
Company replied
Got eventually there. On trying 150 online a recorded message just says not enough credit to make the call. Need to top up but does not advise how. Waste of digital effort.
Company replied
Once I'd found the appropriate page to use it was straightforward. Challenge was to top up my 92 year old mother's mobile as there is a fault on her landline (affecting others in her area) making her... See more
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Company details
About On Top Up
Written by the company
On Top Up provides an easy way to purchase topup vouchers and credit for Pay As You Go mobile phones. We cover all the major phone networks, allowing users to add multiple phones on different networks to their account, and topup whenever they need.
Please note, that any accounts that opt-in to Auto Topup will have their subscription renewed automatically each month, and for security purposes you will need to log into your account in order to apply the credit to your mobile phone.
Our optional Auto Topup service allows users to automatically buy a topup every month, to help ensure they never run out of credit on their phone(s). The Auto Topup service can be started and paused or cancelled at any time simply by clicking a button in the user account area.
Our Customer Service team are on hand 24 hours a day to help out with any queries you may have. Click the Contact Us button below to send them a message or give them a quick call. If you have any queries regarding your account, please call or email us rather than leave a message on Trustpilot, as we will be able to help you much faster.
Contact info
Suite 2, First Floor, Braywick House West, Windsor Road, SL6 1DN, Maidenhead, United Kingdom
- 01322 250194
- support@ontopup.com
- ontopup.com
3.5
Average
4K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 98% of negative reviews
Typically replies within 24 hours
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Reply from On Top Up
Hi Sir/Madam,
Thank you for taking the time to post a review. We truly appreciate any customer feedback, as we always aim to improve our service.
Feel free to let us know if you have any further concerns. You can find us at the following link: https://ontopup.com/contact.
Warm Regards,
Kristen
I was told I would get 17GB for 10…
I was told I would get 17GB for 10 pounds it said I got 5GB
27 June 2026
Reply from On Top Up
Dear Steven Dolan,
I hope this response finds you well.
I am sorry to hear that your experience with us has been difficult, we do try to make the service information and costs as clear as possible. We wish to inform you that we are a legitimate and fully functioning service.
Please don't hesitate to reach out to us directly so we can help you with your query, simply by confirming the credentials of the ac-count in question. You can find us at the following link: https://ontopup.com/contact.
Regards,
Charise
Easy service to top up
27 June 2026
Reply from On Top Up
Dear Mr. A. Jevons,
Thank you for taking the time to post a review. We truly appreciate any customer feedback, as we always aim to improve our service. I am glad to hear that you enjoyed using our service!
Feel free to let us know if you have any further concerns, simply by confirming the registered email address of the account in question. You can find us at the following link: https://ontopup.com/contact.
Warm regards,
Ana
It was cool a
26 June 2026
Reply from On Top Up
Dear Sir / Madam,
Thank you for taking the time to post a review. We truly appreciate any customer feedback, as we always aim to improve our service. I am glad to hear that you enjoyed using our service!
Feel free to let us know if you have any further concerns, simply by confirming the registered email address of the account in question. You can find us at the following link: https://ontopup.com/contact.
Warm Regards,
Charise
Reply from On Top Up
Dear Patricia,
Thank you for taking the time to post a review. We truly appreciate any customer feedback, as we always aim to improve our service. I am glad to hear that you enjoyed using our service!
Feel free to let us know if you have any further concerns, simply by confirming the registered email address of the account in question. You can find us at the following link: https://ontopup.com/contact.
Warm Regards,
Charise
Reply from On Top Up
Dear Talisa,
Thank you for taking the time to post a review. We truly appreciate any customer feedback, as we always aim to improve our service. I am glad to hear that you enjoyed using our service!
Feel free to let us know if you have any further concerns, simply by confirming the registered email address of the account in question. You can find us at the following link: https://ontopup.com/contact.
Warm regards,
Ana
Reply from On Top Up
Dear Cosmin Enea,
Thank you for taking the time to post a review. We truly appreciate any customer feedback, as we always aim to improve our service. I am glad to hear that you enjoyed using our service!
Feel free to let us know if you have any further concerns, simply by confirming the registered email address of the account in question. You can find us at the following link: https://ontopup.com/contact.
Warm Regards,
Charise
Reply from On Top Up
Dear Arek,
Thank you for taking the time to post a review. We truly appreciate any customer feedback, as we always aim to improve our service. I am glad to hear that you enjoyed using our service!
Feel free to let us know if you have any further concerns, simply by confirming the registered email address of the account in question. You can find us at the following link: https://ontopup.com/contact.
Warm Regards,
Charise
Reply from On Top Up
Dear June,
Thank you for taking the time to post a review. We truly appreciate any customer feedback, as we always aim to improve our service. I am glad to hear that you enjoyed using our service!
Feel free to let us know if you have any further concerns, simply by confirming the registered email address of the account in question. You can find us at the following link: https://ontopup.com/contact.
Warm regards,
Ana
Reply from On Top Up
Dear Rehan Ahmed,
Thank you for taking the time to post a review. We truly appreciate any customer feedback, as we always aim to improve our service. I am glad to hear that you enjoyed using our service!
Feel free to let us know if you have any further concerns, simply by confirming the registered email address of the account in question. You can find us at the following link: https://ontopup.com/contact.
Warm regards,
Ana
Sneaky company giving you a 20% markup for the same service you can get directly with EE
Sneaky company. I thought I was dealing directly with EE. They put an unreasonable markup just for doing something i could have done better directly with EE for a top up and not had a 20% markup. Be careful of automatically clicking what comes to the top of a google search - check who you are dealing with. If you have used them be very careful that you haven't signed up to a regular payment with them, as that is often the default.
24 June 2026
Unprompted review
Reply from On Top Up
Hi Michael Pilling,
We are sorry to hear that your experience with us has been difficult, we do try to make the service costs as clear as possible. We would be glad to look into this further for you, unfortunately, we have not been able to locate a matching account.
Feel free to let us know if you have any further concerns, simply by confirming the registered email address of the account in question. You can find us at the following link: https://ontopup.com/contact.
Warm Regards,
Kristen
Reply from On Top Up
Hi Ben Wood,
Thank you for taking the time to post a review. We truly appreciate any customer feedback, as we always aim to improve our service. I am glad to hear that you enjoyed using our service!
Feel free to let us know if you have any further concerns. You can find us at the following link: https://ontopup.com/contact.
Warm Regards,
Kristen
It was very faster
23 June 2026
Reply from On Top Up
Hi Mr. Muhau,
Thank you for taking the time to post a review. We truly appreciate any customer feedback, as we always aim to improve our service. I am glad to hear that you enjoyed using our service!
Feel free to let us know if you have any further concerns. You can find us at the following link: https://ontopup.com/contact.
Warm Regards,
Kristen
Quick and easy to use will use again
Quick and easy to use very happy with the service will use again
22 June 2026
Reply from On Top Up
Hi K. F. Jacklin,
Thank you for taking the time to post a review. We truly appreciate any customer feedback, as we always aim to improve our service. I am glad to hear that you enjoyed using our service!
Feel free to let us know if you have any further concerns. You can find us at the following link: https://ontopup.com/contact.
Warm Regards,
Kristen
It was simple and easy xx
22 June 2026
Reply from On Top Up
Hi Miss. Chimdimma Ekwe,
Thank you for taking the time to post a review. We truly appreciate any customer feedback, as we always aim to improve our service. I am glad to hear that you enjoyed using our service!
Feel free to let us know if you have any further concerns. You can find us at the following link: https://ontopup.com/contact.
Warm Regards,
Kristen
You charged me £3.78 to top up £20
You charged me £3.78 to top up £20. this equates to 18.9%. you are exploiting the poor.
22 June 2026
Reply from On Top Up
Dear Christopher,
I hope this response finds you well.
I am sorry to hear that your experience with us has been difficult, we do try to make the service information and costs as clear as possible. We wish to inform you that we are a legitimate and fully functioning service.
Please don't hesitate to reach out to us directly so we can help you with your query, simply by confirming the credentials of the ac-count in question. You can find us at the following link: https://ontopup.com/contact.
Regards,
Charise
Reply from On Top Up
Dear Hemat Halim,
Thank you for taking the time to post a review. We truly appreciate any customer feedback, as we always aim to improve our service. I am glad to hear that you enjoyed using our service!
Feel free to let us know if you have any further concerns, simply by confirming the registered email address of the account in question. You can find us at the following link: https://ontopup.com/contact.
Warm regards,
Ana
I do appreciate and thank you
21 June 2026
Reply from On Top Up
Hi Vengai,
Thank you for taking the time to post a review. We truly appreciate any customer feedback, as we always aim to improve our service. I am glad to hear that you enjoyed using our service!
Feel free to let us know if you have any further concerns. You can find us at the following link: https://ontopup.com/contact.
Warm Regards,
Kristen
Reply from On Top Up
Hi Mrs. Princess Branco,
Thank you for taking the time to post a review. We truly appreciate any customer feedback, as we always aim to improve our service. I am glad to hear that you enjoyed using our service!
Feel free to let us know if you have any further concerns. You can find us at the following link: https://ontopup.com/contact.
Warm Regards,
Kristen
On the Fringe of Legality?
9I'd give zero stars if I could. Somehow, when my wife thought she was topping up her phone with Tesco Mobile, ontopup managed to take over the process, and made an additional, unwanted and unsolicited charge of £3.78 on top of a £20 topup. They now refuse to honour any "cooling off" period, will not cancel the purchase, and will not provide a refund.
Undoing this and dealing with the consequences of ontopup's business practices has taken a lot of my time.
I have initiated a chargeback claim with my credit card company, who have also blocked ontopup from taking any further money from my account.
I will report my experience to Trading Standards through Citizens' Advice, in the hope that this organisation will be required to improve its customer service and comply with its legal obligations.
I asked them to confirm whether any future payments would be taken. They replied that the "auto topup" feature was "now deactivated", implying that we had been signed up to it without our consent, and that future payments would have been taken.had we not insisted that we did not agree to them.
Beware. Be safe.
Edit, following response from ontopup: you say you're willing to look into my concerns. All I want is my consumer right to a refund within a 14-day cooling off period, which you are denying me. If you're happy to arrange this for me, please let me know. I suspect, however, that you're going to leave me to pursue my rights through my bank, and that your offer to help with my concerns is just more corporate weasel words and dishonesty.
As a further edit, in spite of their offer to "look into" and "assist" with my concerns, they're still unwilling to comply with their legal obligations.
I have now been able to gain access, not without some difficulty, to the account ontopup created for us, and cancel it.
19 June 2026
Unprompted review
Reply from On Top Up
Dear Peter Marsland,
We are sorry to hear that your experience with us was unsatisfactory, and we thank you for your time. We would be glad to look into this further for you. Sandro has contacted you via email to assist you further regarding your concerns.
Feel free to let us know if you have any further concerns, simply by confirming the registered email address of the account in question. You can find us at the following link: https://ontopup.com/contact.
Warm regards,
Ana
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