Usage Fees: As your usage reports are passed on to us with a delay (of approximately 1-2 months), please be advised that any usage fees you have incurred will also be billed with a delay. This will include the fees for any outbound calls you have placed / any outbound SMS text messages you have […]
Category: My Charges
Keeping Your Information Secure
Email / SMS Notifications: There may be occasions where we send you an Email / SMS notification in relation to charges for your Mobal service. If there is an outstanding balance on your account for example, we may send you an SMS text message alert similar to what is shown below – “Your Mobal bill […]
Why am I being asked for a Pass code? (3DS)
3DS Verification: ‘3D Secure’ or ‘3DS’ is a relatively new security feature that has been introduced by Visa and MasterCard. When placing an order online, your Visa or MasterCard issuer may request an additional security check to ensure it is you placing the order. They will do this by sending you a One-Time Passcode to […]
How To Pay Your Bill By Cash
You can now pay your bill by cash in 7-Eleven, Family Mart, Lawson, Mini Stop, and Seicomart convenience stores by getting yourself a MobalPay payment card! Our sister business MobalPay is a prepaid Mastercard designed by expats, for expats. It can be topped up using cash at convenience stores, and then used just like any […]
Declined Payment – where are my other transactions?
Declined Charges: If we have been unable to take payment for your most recent bill, your account will be partially locked down. While this restriction is in place, you will only be able to see details of the outstanding charge and the option to make payment for that specific bill. Once you have clicked […]
Refunded Transactions
Refund Delays: If you have recently contacted us about an issue on your account and a refund has been applied, please note that refunds can take 7-10 business days before they are returned to your account. If after 10 business days you still can’t see your refund, please contact us and we can tell you […]
Resolving a Decline
Making Payments: If there is a failure to make payment and your account goes into decline, your account will become partially locked and you will see a screen similar to what is shown below when you login to your account at: www.mobal.com/myaccount This section will then provide you with details of the amount that’s due […]
I queried your charges with my payment provider & now I can’t use my service!
Disputed Charges: When you query a charge with your payment provider, please be advised that it will create a dispute/chargeback. Your payment provider will then contact us via our payment processor and request information / documents to back up the charge that has been queried. Unfortunately, this whole process can take some time to complete […]
Why are you saying I owe you money, I got this email from PayPal saying otherwise!
PayPal Queries: If you have attempted to make a payment via PayPal but your payment was rejected, please be advised that you may still receive an email similar to the one shown below: The email above can be confusing one and we aren’t sure why PayPal send it to their customers in this way! We […]
Why won’t my credit card update work?
Failed Updates: When updating your billing information with us, please be advised that some basic security checks will be carried out with your card issuer. Should you experience any issues, please take note of the error message that was displayed when you attempted to update your billing information. If you receive the error […]