It announce it in FB...
We are aware of the problem regarding the “suspended card” issue affecting the top up process and we are currently looking into the issue in order to fix it as soon as possible.
In line with this, we are asking the individuals affected by the “suspended card” issue to follow the set of instructions below:
1. File a ticket through the My Level Up! Customer Support website (
)
Click New Ticket.
Click Billing inquiry.
Fill up all the space with correct and real information.
Pull down the Billing Issue tab and select Others.
2. Scan the following supporting documents:
Prepaid card (show card number and PIN)
Valid identification (ID) card –
School ID
Government-issued ID (for example: driver’s license, passport, social security, postal, voter’s, birth certificate)
Company ID
If a scanner is not available, take images using a camera phone.
3. If the top up card/load is from an e-loading center or site, please provide a screenshot of the transaction or scan the sale receipt. Make sure the following details are seen:
Transaction number
Date and time of purchase
Name of e-loading center
4. Attach the scanned documents using the upload device below.
Click the Choose File tab.
Select the scanned document file.
Click Open tab.
5. Review the ticket before hitting the Submit button.
6. A notification will be sent to the e-mail that you registered in My Level Up!. Processing of the ticket will take up to two (2) working days.
Please do note of the following:
1. This process is for the “suspended card issue” only.
2. False claims will be the penalized severely.
We apologize for the inconvenience and we assure you that we are doing our best to resolve the issue immediately.