Troubleshooting
If a payment does not post
After a payment, keep the order reference. It is a random code, not a short sequence. To look it up you also need the receipt email or the last four digits of the mobile number. The lookup page will not show an order if that second detail does not match.
Statuses you may see
- Waiting for payment: no charge has been captured.
- Payment captured, credit not yet posted: money was taken, and the phone account has not been credited yet.
- Credit posted: the partner reported that the credit was applied.
- Refunded: the credit was not posted and the charge was sent back.
What we do not promise
We do not promise that a credit appears within a set number of minutes. Provider systems and partner queues differ. If the credit is not posted, the refund rule applies. Contact support with the order reference. Do not send a card number by email or in the form.
Questions
Can I look up an order with the reference alone?
No. Add the receipt email or the last four digits of the number.
Is a refund the same as reversing airtime?
No. A refund returns the card charge. It does not pull back a credit the provider already applied.
Last updated 2026-11-05.
Northline is an independent payment service. We are not a wireless carrier and we are not affiliated with, endorsed by, or operated by any carrier.
Related pages: Fees · FAQs · Order lookup
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