What the top-up confirmation email tells you
Every top-up sends you a short receipt by email. Each line has a job. Here is what they mean and how to use them to check your payment.
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A few seconds after you confirm a top-up, an email lands in your inbox. It looks more like a paper receipt than a letter: a big amount at the top, a dashed line, a handful of short rows and one button. More emails follow as the top-up moves along, each built the same way. They are easy to skim, but every line has a purpose, and reading them properly is the quickest way to spot a payment mistake before it costs you time. This guide goes through what each email shows and how to check it.
Which emails a top-up sends
How many you receive depends on how you paid.
- Paid through the crypto checkout: a Paid email when the payment provider confirms your payment, then a Card ready email when the card is issued.
- Paid by wallet transfer: a received email as soon as you submit the TXID, then a Card ready email once the transfer is checked and the card issued.
If something goes wrong, you get a different email instead of Card ready: one for a payment that came in short, or one explaining why the top-up couldn't be completed. Each email also shows up as a message in the Inbox inside the app, so nothing depends on email alone.
The anatomy of a receipt email
All of these emails share one layout.
The kicker
The small yellow capitals at the very top say what kind of email this is and which top-up it belongs to, for example "PAID · TU-7K3Q9P2M". The TU- reference is the name of your top-up everywhere: on the receipt in Activity, in support tickets and in every later email.
The headline
The large figure under the kicker is the main number of the email. On a Paid or received email it is the total you paid. On a Card ready email it is the balance on the new card. On a short-payment email it is the amount that actually arrived, which is why it looks smaller than you expected.
The rows
Below the dashed line come label-and-value rows, the way a till receipt lists items. Depending on the email you'll see:
- Card balance: the spending money on the card,
- You sent: the total for a wallet transfer,
- Paid with: the payment option you picked,
- Card balance coming: what the card will hold once issued.
The button
Each email has one button that opens the right place in the app: the receipt for a top-up, or the Cards tab for a ready card. If you would rather not use links in emails, open the app from your bookmark instead; everything in the email is also there.
The footer
The grey lines at the bottom repeat one rule on every email: we never ask for passwords, authenticator codes or full card numbers. Anything asking for them didn't come from us.
Checking the figures
The emails exist to give you something to check against. Three checks catch nearly every problem.
Does the balance match what you typed?
The Card balance row should equal the amount in the keypad readout when you confirmed. If you meant $120 and the email says $1,200, a digit slipped in. Act before you pay if you can: an unpaid checkout top-up can simply be left unpaid.
Does the total match what left your wallet?
Compare the headline total with the amount in your wallet or exchange history. They should match to the cent. If your exchange history shows a slightly higher amount, that is usually the exchange's withdrawal fee, which is fine as long as the full total arrived. If it shows a lower amount being received, expect a short-payment email.
Is the payment option the one you used?
The Paid with row names the option you picked on the pay sheet. If it shows USDT on one network and you sent on another, contact support straight away with the reference. Don't send a second payment.
Where the fees show up
The emails show the total, not a full breakdown, because the breakdown lives on the receipt in Activity. It lists four lines: what the card holds, a charge worth 15% of that, the flat $5.00 card fee and, below a dashed line, the total. The total in the email should equal the sum of those lines. Our guide to what topping up a virtual card means explains why both fees exist, and the rates page lists the current figures with worked totals.
Network or withdrawal fees charged by your wallet or exchange never appear in our emails. They are paid to the network or the exchange, not to us, and they come on top of the total.
When to act on an email
Most of these emails need nothing from you. A few do.
- A short-payment email. Don't pay again yet. Open a ticket from the receipt so the team can tell you the options.
- A not-completed email. Read the reason. Think the payment was fine? Quote the TU- reference in a ticket.
- Any email you didn't expect. If you never started a top-up and still got a receipt email, someone may have used your account. Change your password from the Me tab and contact support.
Most paid top-ups turn into a card within a few hours. If the Card ready email takes much longer than usual, the receipt in Activity shows exactly which step your top-up is on.
Keeping the emails
The emails are a convenient record, so it is worth keeping them in a folder of their own. With the reference, the date, the total and the payment option all in one place, they make reconciling your wallet history or an expense claim much easier. They never contain card numbers or CVVs, so storing them is safe. The card details themselves stay behind your authenticator code in the Cards tab.
Quick answers
I didn't get the email. Is my top-up lost?
No. Check your spam folder, then the Inbox in the app and the receipt in Activity. The top-up exists whether or not the email arrived.
Why does the email show a different amount from my exchange?
Usually the exchange's withdrawal fee. As long as the received amount equals the total, nothing is wrong.
Can I reply to the email with a question?
Use a help ticket under Me → Help instead. Tickets keep the conversation attached to your account and the right top-up.
Does the email include my card number?
Never. Card numbers and CVVs are only shown in the Cards tab, after you enter an authenticator code.
Summary
Each top-up email is a small receipt: a kicker with the reference, a big headline figure, a few rows and one button. Check the balance against what you typed, the total against what left your wallet and the payment option against the one you used. If a short-payment or not-completed email arrives, follow its instructions instead of paying again.
