Contact us

Email:

onlinetopup_cc@digicelgroup.com?subject=

Or call us on

Mobile (local): 100

Tel: +1 868 399 9999

Frequently Asked Questions

The following is a list of questions we hear the most. If you don’t find the answers you need here, please contact us at onlinetopup_cc@digicelgroup.com

What Is Digicel Online Top Up & How Do I Use It?

Creating and Managing Your Account

Credit Card and Payment Details

Bonus Minutes and Rewards

Verifying a Transaction and Mobile Number

Automatic & Fingertip Top Up

Security and Privacy

Diaspora Online Bundle Plans

Prepaid Plan FAQ's Trinidad & Tobago

Prepaid Plan FAQ's Haiti

ANSWERS

WHAT IS DIGICEL ONLINE TOP UP & HOW DO I USE IT?

What is Digicel Online Top Up?

Can minutes (credit) be sent to any Digicel prepaid number worldwide?

Yes. The service is available to all Digicel territories below:

Jamaica

Trinidad & Tobago

Grenada

Bonaire

Haiti

St. Vincent

Barbados

Curacao

El Salvador

Suriname

Bermuda

Nauru

Guyana

St. Lucia

British Virgin Islands

Tonga

Panama

Antigua

Cayman

Samoa

Anguilla

TCI

Dominica

Fiji

St. Kitts & Nevis

FWI

Aruba

Papua New Guinea

Vanuatu

How do I use the Online Top Up site from my mobile?

In your mobile browser enter:  https://online-top-up.digicelgroup.com  this will automatically redirect you to our mobile optimized website. Please remember to bookmark this page for easy access when topping up via the mobile site.

What is the Online Top Up Credit expiry time?

You have 90 days in which to top-up your Digicel account after the expiration of each top up. If you fail to do this, your account will be deactivated. You will be able to receive calls but will need to top-up in order to make a call. If your account remains dormant for an additional 30 days, your account will automatically be terminated which means you will have to purchase a new SIM card and a new number will be provisioned.

Card Value ($) Expiration Date

JM$600, JM$700, JM$800

42 days after top-up

JM$1000, JM$1250, JM$1500, JM$1600, JM$1750, JM$2000, JM$2400, JM$2400, JM$2600, JM$2,800, JM$3000, JM$4000

120 days after top-up

JM$5000.00

150 days after top-up


CREATING AND MANAGING YOUR ACCOUNT

How do I create an Online Top Up account?

To create an account, follow these simple steps:

Why is my email address required to register and use the service?

The email address is used as a part of the customer care and identification processes, so that you can be contacted if there are any difficulties using the service.

What is needed to use Digicel Online Top Up?

Customers will need:

I didn't receive my registration confirmation email - what do I do?

How do I view my account history?

You may view your account history when logged in, by clicking on your user name in the top right hand corner of the screen and selecting 'history' from the drop down menu.

Can I delete my account history?

No. The account history cannot be deleted. This provides an important record of your past transactions on the Digicel Online top up website.

How do I view/edit my contacts?

Log in and click the down arrow next to your username - you will see a “Contacts” option. Here you will see all numbers you have sent minutes to. You may assign names to each contact here or add new contacts.

To view your contacts when sending a top up, please click the icon with the down arrow that is located to the right of the text box used to enter a phone number (You will see this after you have logged in only).

Can I reset my password?

Yes, on the Log in page please use the link "Help! I have forgotten my password" to reset your password.

CREDIT CARD AND PAYMENT DETAILS

What payment methods are accepted on the website?

You can use any of the following payment methods:

Do I have to enter my credit card information each time I use the Digicel Top Up site?

It is not necessary to enter your card details each time you use the site. If you wish to save your cards details, please tick on the 'save card' box as you complete your payment details. This is safe and secure.

How do I remove my stored credit card?

You may access the Top Up Website (using a mobile device or your desktop) and log into your Online Top Up account. Proceed with the top up as usual by entering the telephone number and the top up amount then select “Pay and Checkout” . Once on the “Pay and Checkout” page, your stored card will display right below “Select a Payment Method”. Simply, click the “Delete” option beside the card to remove it from the account.

Please note, that once a stored card is deleted it cannot be restored. This is a security limitation with our processor, whose systems store the cards.

The option to remove your stored card is not available on the App and must be done from the Top Up Website.

What currency can payment be made in?

Payment can be made online in your local currency. You may edit the billing currency when you are on the “Pay and Checkout” page by selecting an option from the drop down menu on the Order Details panel to the bottom right of page.

What is the exchange rate when purchasing minutes?

Exchange rates fluctuate daily and are automatically updated to reflect these changes. The website will state the total amount the recipient will receive before you submit the transaction.

Is tax added to the purchases?

Sales or Value Added Taxes are applied to purchases according to the Digicel country that receives the top up. The value top up received is minus the tax amount.

Is there a charge for using the Digicel Online Top Up site?

There are no transaction fees charged for transacting with Digicel Online, however please check with your respective banks as some may charge a banking fee.

Do I receive some form of receipt for my transaction?

Once the transaction is successful you will receive the following forms of confirmation:

BONUS MINUTES AND REWARDS

If promotion bonuses are being awarded for other top up promotions will this be offered also for Digicel Online Top Ups?

Digicel Online Top Ups are usually treated as a regular top up, so most promotional offerings apply. Please see terms and conditions for specific promotions to confirm online top ups qualify.

Will loyalty points be earned whenever minutes are added via Digicel Online Top Up? (applies to Jamaica only)

Yes. The phone number topped up will receive Digicel Loyalty Points for credit added via Digicel Online Top Up. If the amount that is placed on the phone is less than $100 the loyalty points will be pro-rated.

What is the time allotted to use bonus minutes?

This varies for each country and ranges from 2 to 10 days. Please refer to the “Bonus Offers” link on the Terms and Conditions page for the bonus expiry for your specific country.

How do I check my bonus minutes (credit) balance?

This varies for each country and is accessed by dialing a short code. Please refer to the “Bonus Offers” link on the Terms and Conditions page for the short code that applies to your country.

VERIFYING A TRANSACTION AND MOBILE NUMBER

Is there a way to verify the amount the topped up number will receive?

The amount of top up the number will receive is displayed when you have selected a top up amount and is also visible in the 'history' tab when logged in to your account. The following SMS will be also sent to the receiver of Top Up: 


"You have received $xx.xx with Digicel Online Top Up. Your balance is $xx.xx. Online Top ups of $xx or more get up to xx bonus. *xxx*x# to check bonus"

Why has my Top Up failed?

Here are the main reasons why your Top Up may fail:

What happens if I enter the wrong recipient number?

The system verifies each number that is entered for a top up and will return a message advising whether or not the Top Up can be completed. If top up is sent to an incorrect number, Digicel will be unable to provide a rebate as minutes are sent instantly and immediately available for use.

The recipient number I entered is not working

Please check the number you have entered is a Digicel prepaid number. If you are attempting to top up a Digicel number that is registered as a postpaid phone, you will see the following message "Your order cannot be created. Please try again".

AUTOMATIC & FINGERTIP TOP UP

What is Automatic Top Up?

Automatic top up is a free service that allows you to complete a one-time set up to schedule future top ups for a specific date and time. These top ups may be scheduled to repeat daily, weekly or monthly and can be cancelled at any time.

How to I schedule an automatic top up?

Firstly, you will need to have your credit card information stored to allow charges for scheduled top ups. If your credit card is not stored you will be required to complete a top up and ensure that you choose to save your credit card when entering your payment details. When complete:

Please note, the service cannot be used with PayPal, AmEx or NCB KeyCard.

How do I cancel a scheduled automatic top up?

To cancel your scheduled top ups, Log into your account then go to Top Up methods and select “Automatic”. All automated top ups that have been set up on your account will be displayed. Below each of these you will see a “delete” link, please click this link to cancel any future automated top ups.

What is Fingertip Top Up?

The Fingertip Top Up feature enables you to quickly send top ups via your mobile phone from any location, at any time to any Digicel prepaid phone.

How do I use Fingertip Top Up?

Like Automatic Top Up, you will need to have your credit card information stored to allow charges for Fingertip top ups. If your credit card is not stored you will be required to complete a top up via a desktop computer and ensure that you choose to save your credit card when entering your payment details. When complete:

Please note, the service cannot be used with PayPal, AMEX or NCB KeyCard.

How do I cancel my Fingertip Top Up service?

To cancel your Fingertip service, Log into your account then go to Top Up methods and select “Fingertip”. Your Fingertip Top Up details will be displayed here and you may click the delete link at the end of the page to cancel the service.

Do I need to save my credit card to use Automatic and Fingertip services?

You must have completed a transaction on the Digicel Online Top Up site and stored your Visa, MasterCard, Diners or Discover card to use Automatic and Fingertip services.

SECURITY AND PRIVACY

Is my email address and credit card safe?

Digicel does not share any customers email address with third parties. We will only use your email address to send information on online offers and you are free to opt-out from these emails at any time.

All information transmitted is done through secure protocols (SSL - Secure Socket Layer); one of the most widely used and safest security protocols available on the web - you will see it used at all leading sites. When completing a transaction, Digicel does not store your credit card information. All sensitive information is held by our payment processor who keeps this data secure to the stringent requirements of the Visa and Mastercard compliance teams, which includes PCI compliance.

For more information on security and privacy policies of our website please  click here .

Why am I required to agree to your terms and conditions?

This is a part of the policy to protect your privacy and security and the terms of service is used to protect your rights.

Diaspora Online Bundle Plans

What are the Diaspora Bundle Plans?

Diaspora Bundles provide Digicel customers with specific bundled plans for local On-net calls, Off- net calls, International calls, Data service and Text messages. In addition to purchasing credit from retail stores overseas, customers will also have the option of purchasing Diaspora Bundles online at www.digiceljamaica.com and the Digicel Top Up App.

There are two (2) types of bundle plans:

Who can qualify for this offer?

This offer will be available to all prepaid mobile customers (BlackBerry and Non BlackBerry).

How does the Diaspora Bundle Plan work?

Customers may visit www.digiceljamaica.com or the Digicel Top Up and choose from the suite of Bundle plans available.

How will the bundles be allocated on the customer’s account for each service?

The bundles for each plan will be added to a customer’s account based on the plan purchased in the store. The table below shows the allocation of each bundle plan.

Bundle Plans Plan Expiry Period Data On-net Mins (Digi-to- Digi) Off-net Mins (Digi-to-Other Networks International Mins SMS (Digi- to-Digi Only)
US$16 Intl Plan 30 Days 0MB 0 mins 0 minutes 1000 minutes 0
US$15 Bundle Plan 14 Days 500MB 240 minutes 10 minutes 100 minutes 200
US$24 Bundle Plan 14 Days 1000MB 330 minutes 20 minutes 200 minutes 300

How does a customer check the bundle balance?

Customers may dial *120*41# ‘Send’ to view the voice, SMS or data bundle balance for their Diaspora Bundle Plan.

Balance enquiry shows an accumulation of remaining voice, SMS or data bundle and the plan expiry date. See below

SMS: Your Digi-to-Digi:0mins, Other Network:0mins, SMS:0mins & Data:0mins expires Dec 05 2014.Your Intl 1000mins expires Dec 21 2014.Text 93 to 137 for conditions

USSD Code & Plan Expiry
How to check Plan Credit *120*41#
Plan Expiry 14 & 30 Days

When will each plan expire?

Diaspora Int’l plans will expire within 30 days of being added to the account.

Diaspora Data plans will expire within 14 days of being added to the account.

Customers may dial *120*41# to check when their plan will expire.

Will the customer’s unused bundles roll over to the next plan?

No. Unused bundles will NOT roll over and will be removed from customer’s account once their plan has expired.

If a new bundle plan is purchased before the expiration date of the current plan, unused bundles will be added to new bundle plan.

Can a customer use the data bundles from the Diaspora plan if they are not on an active BB plan with their BB devices?

Yes. Customers with BlackBerry devices who wish to use the Diaspora data bundles may do so but they will only be able to browse and stream. They will not be able to use RIM services (such as BlackBerry messenger, App World, Email, etc).

For a customer to use these services on their BlackBerry device they will need to activate one of the existing BlackBerry plans.

Note: If a customer has both data bundles from an active data plan and Diaspora data bundle, then Diaspora data bundle will be used first, once exhausted charges for data activity will then be deducted from the existing data plan.

If a customer purchases a new plan while they are already on one of the Diaspora plans will the expiry date be extended?

If a customer already has a Diaspora bundle plan and purchases another they will receive additional bundles to their existing bundles and an extension to their expiration date by another 14 or 30 days, dependent on validity period of the plan purchased.

There is a cap to the amount of Diaspora Bundle a customer is allowed to have. See limits below.

Prepaid Plan Item Any Plan
On-net mins 1800
Off-net mins 90
Intl mins 3000
Data 9000MB
SMS 1500

How will a customer know when they have reached the capped bundle limit for their plan?

If a customer wants to purchase new bundles but they have already reached the maximum bundle, when the customer service representative attempts to activate the bundle plan they will receive an error message in the system showing that the recipient has reached the limit.

How will the TCT be deducted from the customer’s account each time a call is made?

TCT will be included in the bundle subscription fee for voice usage and therefore will not be deducted from the customer’s main balance.

Will the Diaspora bundles be used when making calls to VIP Partner?

No. Calls to a VIP Plan partner will deduct from the VIP balance. When the VIP balance is exhausted the Diaspora Bundle is then used.

If a customer qualifies for Prepaid Free Nights and has the Diaspora bundles available, will the Diaspora bundles be used first?

No. Prepaid Free Nights is first priority for local Digicel voice calls.

If a customer is on a Diaspora Bundle call and has Free Nights, once the call is placed before 11pm the customer will be required to end the call and redial to benefit from the Free Nights.

E.g. Customer makes a local Digicel call which started at 10:59pm and ended at 11:04pm. This call would be charged for the entire 5 minutes as it was initiated before 11:00pm.

If a customer activates an International Nights Offer on their account and has the Diaspora bundles available, will the Diaspora bundles be used first?

No. International Nights will take first priority for International voice calls to the US, Canada and UK landlines.

If a customer is on a Diaspora Bundle call and has International Nights, once the call is placed before 11pm the customer will be required to end the call and redial to benefit from the International Nights.

E.g. Customer makes an International call which started at 10:59pm and ended at 11:04pm. This call would be charged for the entire 5 minutes as it was initiated before 11:00pm.

If a customer is on an International Plan will the Diaspora bundles be used first when making an International call?

No. Calls to an International number will deduct from the International plan balance. When the International plan is exhausted the Diaspora Intl bundle is then used.

Will customers qualify for Gimme 5 offers while using the Diaspora Bundle Plan?

No. Customers will not benefit from Gimme 5 while using the Diaspora Bundles Plan.

Gimme 5 is only applicable to calls charged from Main Account on rate plans that allow Gimme 5 offers.

However, if a customer qualified for Gimme 5 SMS and received their free messages prior to receiving a Diaspora Bundle Plan they should be able to use those free messages completely before using their Diaspora Bundle Plan.

How can a customer use each voice bundle?

Each voice bundle can be used for various reasons:

Can the bundles be used to send SMS?

Yes. The SMS bundles will be allotted to send a SMS to local Digicel numbers only.

Note: Dual and Hybrid customers will not be able to use the SMS bundle.

Are the bundles transferable through Credit U?

No. The Diaspora Bundles cannot be transferred via Credit U.

Will Credit U be restricted from Main Account if the Diaspora Bundle is active?

No. The Credit U service will available via Main account balance even with a plan purchase.

If I am roaming can I access or use the Diaspora Bundles?

No. Customers must be in Jamaica on the Digicel Jamaica network to benefit from this offer.

Will customer be able to use their Diaspora bundle to qualify for the Gimme 5 offers?

No, customers will not be able use their Diaspora bundle to qualify for the below Gimme 5 offers:

Will the activation of a diaspora bundle plan qualify customers for prepaid Free Nights/ Best Friend For Free?

No, activation of the Diaspora Bundle plan will not qualify customers for Free Night or Best For Free promotions.

Customers will have to make required credit top ups to qualify for the respective promotions.

Will the Activation of the Diaspora Bundle plan increase customers’ airtime?

No, activation of the Diaspora Bundle plans will not increase the airtime on customers’ accounts.

What happens if a customer has both the Diaspora Bundle and Best Friend For Free active at the same time?

When a customer has an active Best For Free Plan with available credit and a Diaspora Bundle plan with available bundles, when a call is made to a their BFFF partner the BFFF credit will be used first.

Once the BFFF credit is exhausted the charges will then come from the on-net bundle for calls to the customer’s BFFF partner.

Will a customer be charged the overage rate if they exhausted the data bundles before the plan expires?

No, customers will be charged the PAYGO rate of $40/MB for additional data usage after plan data bundle have expire.

What happens if a customer has both the Diaspora Bundle and a data/BlackBerry plan active at the same time?

If a customer has Diaspora data bundle with an active Data plan or BlackBerry plan then the Diaspora data bundle will be used first.

If a customer has an active data plan such as a “1 Day Starter Plan” along with a Diaspora Bundle plan that has available data bundle plan, charges will be deducted from the Diaspora data bundle firsts for data usage.

When the Diaspora data bundle is exhausted, charges will then be deducted from data bundle of the active data plan.

If both Diaspora data bundle and the active data plan (e.g 1 Day Starter Plan) bundle are exhausted then overage rate $25/MB will be deducted from the main balance for data usage.

Prepaid Plan FAQs Trinidad & Tobago

What is the International Talk & Text plan about?

This plan will allows Customers in the US to purchase Prepaid Plan minutes which will be automatically activated for their friends & family in Trinidad.

The plan includes 500 Minutes & 1000 SMS (can be used for International & Local Digicel to Digicel calls)

The plan is $20 USD, $25 CAD, £13

How do I sign up for the International Talk & Text plan?

The plan can be bought in Digicel branded retail stores in the US, Canada and UK as well as online at www.digiceltt.com

What countries are the minutes used to call?

The minutes can only be used to call the USA, Canada, and UK landlines and local Digi to Digi calls.

Can I use my Prepaid Plans to call Digi Caribbean numbers?

No, this is only applicable to local Digicel, USA, Canada and UK landlines numbers.

Can I use my International Prepaid Plan to contact landline International numbers?

You can use your International Prepaid Plan for the below:

Does my prepaid Prepaid Plan subscription/s roll over if I have any unused portion of a plan?

No, unused portion of Prepaid Plans from your prepaid subscriptions do NOT roll over.

Can I Query the plan minutes at any time?

Yes, voice *120*56# and SMS *120*57#

Can a customer purchase multiple plans at the same time?

Yes, a customer can purchase the plan multiple times a month. Expiry Date will be extended to the new date of the latest subscription.

Is this plan available to postpaid and corporate customers?

No. This plan is only applicable to prepaid subscribers.

Will the FA5 promotion be applicable within the International Talk & Text plan?

Customers will be able to take advantage of the Free After 5 promotion while using voice Prepaid Plans only.

How Do I renew my Prepaid Plan?

Ask a loved one from abroad to purchase the plan for you at a Digicel branded retail store in the US, Canada or UK as well as online at www.digiceltt.com.

Can a Digicel Trinidad customer visiting or roaming in the US access International Prepaid Plans?

No. Customers must be in Trinidad on the Digicel Trinidad network to benefit from this offer.

Will a customer be charged an overage rate if they exhaust their Prepaid Plan minutes before the plan expires?

Yes, customers will be charged the per-minute rate for either a local or an international call after plan minute Prepaid Plan have expired.

Prepaid Plan FAQs Haiti

How does the Diaspora Prepaid Plans work?

Customers in the US/CAN can purchase a Prepaid Plan which will be automatically be activated for their friends & family in Haiti.

Can a customer purchase multiple plans at the same time?

Yes, a customer can purchase multiple plans. Expiry Date will be extended to the new date of the latest subscription and Prepaid Plans accumulated until limit is reached. Once the limit is reached, transactions will fail.

Will the customer’s unused Prepaid Plans roll over to the next plan?

No

Can a Digicel Haiti customer visiting or roaming in the US access Diaspora Prepaid Plans?

No. Customers must be in Haiti on the Digicel Haiti network to benefit from this offer.

Will a customer be charged an overage rate if they exhaust their Prepaid Data Plans before the plan expires?

Yes, customers will be charged regular Main Account rate/MB for additional data usage after plan data Prepaid Plan has expired.

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