Why wasn’t the Automatic Recharge activated on my Sinch Account?

There are several reasons Automatic Recharge (auto-recharge) may fail to activate on your Sinch Account:

1. Negative balance: If the account enters a negative balance, only an autoblock notification is sent. The customer must top up manually in this case – refer to Adding credit to your account article.
2. Pending transaction: If a pending transaction exists, it must be completed or updated before auto-recharge can be triggered.
3. Failed or rejected payment: If an auto top-up attempt fails or is rejected, the auto top-up function is deactivated.
4. Manual payment review: If the account requires a manual review before applying a payment, auto-recharge will not proceed.

Solution:

• Ensure the low balance warning amount is appropriately configured.
• Consider adding multiple low balance thresholds to improve usage monitoring and proactive account balance management.
• Verify that the auto-recharge amount is sufficient to cover expected usage.
• If a pending transaction or failed payment is preventing auto-recharge, contact the Online Support team. Once the issue is resolved, reactivate the auto-recharge prompt as required by making a payment and ensure that the auto-recharge prompt is selected/active.
   

Related Content:

• How do I enable Automatic Recharge on my account?
• Why is Automatic Recharge not working?