Frequently Asked Questions

What is a Top Up?

A Top Up, also known as mobile recharge or airtime, refers to adding prepaid credit to a mobile phone account. Whether you're topping up for yourself or sending credit to a friend or family member, our platform makes the process simple and convenient, with instant delivery of the purchased phone credit or Plan to the intended Digicel number. 

What Can I Do On Your Website?

You can quickly and conveniently purchase prepaid credit (airtime) or a prepaid plan for any active Digicel number from anywhere worldwide. Our website offers a secure, hassle-free solution for managing your mobile recharge needs.

Can I Purchase Prepaid Credit Or A Prepaid Plan For Any Digicel Prepaid Number Worldwide?

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

Anguilla, Antigua, Aruba, Barbados, Bermuda, Aruba, Bonaire, British Virgin Islands, Cayman, Curacao, Dominica, El Salvador, Fiji, FWI, Grenada, Guyana, Haiti, Jamaica, Montserrat, Nauru, Panama, Papua New Guinea, Samoa, St. Kitts & Nevis, St. Lucia, St. Vincent, Suriname, TCI, Tonga, Trinidad & Tobago, Vanuatu

How do I create a Digicel Top Up account?

To create an account, follow these simple steps:

  • Select the Sign In button at the top right of the screen
  • Then click on Sign Up at the bottom of the form.
  • Enter your email address and password OR select to sign up by entering your Facebook or Google account sign on information
  • Then tick the checkbox "Accept Terms and Conditions" after you have reviewed them.
  • Click on the Sign Up button below to complete the process

Once completed, you will be automatically signed in and you can then proceed to purchase a Top Up or Plan.

Why Is My Email Address Required To Register And Use The Service?

Your 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. You are also required to have a valid email address in order to receive confirmation emails on your transactions.

What Do I Need to Use Digicel Top Up?

You will need:

  1. A valid email address or social media account e.g.: Google or Facebook
  2. An active prepaid Digicel recipient number
  3. A valid credit card or debit card (See accepted payment methods below)
I Didn’t Receive My Transaction Confirmation Email - What Do I Do?

Please check your junk email or spam filter

To avoid this in the future, please check that you have used a valid email address. If not, please register again using a valid email address

Contact Customer Care at onlinetopup_cc@digicelgroup.com.

How Do I View My Account History?

You may view your account history when logged in by clicking on the profile icon in the top right-hand corner of the screen and then by selecting Transaction 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 Top Up website.

How Can I Access My Phone Contacts to Send them a Top Up?

To easily access your contacts on the phone, please set the proper permissions for our mobile app to access your contacts.

Upon installation of the app on your phone, you are shown a prompt message to allow such access.

If you skip this step but change your in the future, you can click on the contacts icon inside the box, where you usually enter the phone number for Top Up. That action will trigger the prompt again, asking you to allow access to your contacts. 

Can I Reset My Password?

Yes, to reset your password, go to the Log In page then click on "Forgot Password" or simply click here

CREDIT CARD AND PAYMENT DETAILS: What payment methods are accepted?

The following payment methods are accepted:

  • VISA Credit cards
  • VISA Debit cards
  • VISA Electron cards
  • MasterCard Credit cards
  • MasterCard Debit cards
  • Maestro Card
  • NCB Key Cards (JMD Only)
  • American Express
  • PayPal - This is accepted for select currencies (USD, CAD, EURO, GBP)
  • Discover (USD Only)
  • Diners (USD Only)
Do I Have To Enter My Credit Card Information Each Time I Do A Top Up?

It is not necessary to enter your card details each time you use the website or the Top Up App. 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 Digicel Top Up account.

Proceed with the transaction as usual by entering the telephone number and the Top Up amount then select “Pay Now”.

Once on the Pay & Checkout page, your stored card will be displayed right below.

Choose a Payment Method.

Simply, click the Trash icon beside the card to remove it from the account.

What Currency Can Payments Be Made In?

Payments can be made in your supported local currencies.

You may edit the billing currency when you are on the Pay & Checkout page by selecting an option from the drop-down menu, under the Billing Currency section of the page.

What Is The Exchange Rate When Purchasing a Top Up or Plan?

Exchange rates fluctuate daily and are automatically updated to reflect these changes. The website or the Top Up App 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.

You can choose to cover the additional tax amount or have it deducted from the Top Up value.

Is There A Charge For Using The Digicel Top Up Site?

There are no transaction fees charged for transacting with Digicel Top Up, 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:

  1. A summary is presented on-screen at the end of the transaction
  2. A confirmation email with a receipt for your transaction is sent to the email address that you registered your account with.
  3. You can view a record of the transaction in the Transaction History tab in your account.
  4. The recipient will receive a text message confirming the Top Up received to their mobile phone
VERIFYING A TRANSACTION AND MOBILE NUMBER Is There A Way To Verify The Amount The Topped Up Number Will Receive?

Transaction amount received can be validated several ways:

The value that will be received by your recipient is displayed when a Top Up amount or a Plan is selected. This can later be viewed from the Transaction History tab when logged in to your account.

The recipient will receive a text messaging confirming the amount of credit and bonus credit (when applicable) that is received.

If a Plan is purchased, the recipient will receive a text messaging advising on how to check the balance(s).

The transaction value can also be verified from the confirmation email that is sent to your registered email address.

PROMOTIONS AND BONUSES If promotion bonuses are being awarded for other Top Up promotions will this be offered also for Digicel Top Up?

Digicel Top Ups are usually treated as regular Top Up, so most promotional offerings apply. We recommend that the Terms and Conditions for specific promotions are reviewed to confirm qualification from topping Online or via the Digicel International App.

What is the time allotted to use bonus minutes?

This varies for each country and ranges from 2 to 10 days. Please select the Read More link on the Promotions box, then select All Markets Bonus Offers for the bonus expiry for your specific country.

We would also recommend that you refer to the Terms and Conditions of your specific promotion to confirm the bonus minutes validity period.

Each promotion has its specific landing page with more details.

VERIFYING A TRANSACTION AND MOBILE NUMBER: Why Has My Top Up Failed?

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

  • Your bank may have declined the payment
  • Your browser may be preventing you from completing the transaction. In this case, please clear your cache and browser history and try again. You may also try using another browser type or the Digicel International App.
  • There may have been a problem processing the transaction. In this case, please contact Customer Care using the Live Chat option available from the Top Up Page or via email at onlinetopup_cc@digicelgroup.com.
What Happens If I Enter The Wrong Telephone Number?

The system verifies the validity of each number that is entered and will return a message advising whether or not the Top Up can be completed. If a Top Up or a Plan is sent to an incorrect number, Digicel will be unable to provide a rebate as transactions are sent instantly and available immediately for use. We recommend that each transaction be reviewed before finalizing payment.

What If The Recipient Number I Entered Is Not Working?

Please check that 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 or one that is registered to another network, you will see the following message “This phone number is not a Digicel Prepaid Number".

You can re-enter the phone number by clicking "Edit Phone Number"

AUTO PAY (RECURRING PLAN / RECURRING TOP UP) What is Auto Pay (Recurring Plan/Recurring Top Up)?

This is a convenient way of sending a scheduled Plan or Top Up to any Digicel prepaid number at a time interval corresponding to the plan's validity period or desired Top Up frequency. The payment will automatically be processed each billing cycle on their due dates using your default payment method. You can cancel it at any time.

Auto Top Up

The selected Top Up amount can be scheduled to be resent every 7, 14, 28 or 30 Days 

Auto Pay

The selected plan can be scheduled to be resent upon expiry of the current plan. 

How do I schedule Auto Pay?

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: 

  • Proceed to "Top Up Methods" on the main menu 
  • Select Automatic 
  • Select Add New then complete the form displayed. You will be required to assign a name to this automated Top Up, enter the phone number that will be receiving the Top Up, Top Up amount, and your desired frequency 
  • When finished please click SAVE. 

Please note, that the service cannot be used with PayPal, AmEx, or NCB Keycard. It can only be used with Mastercard and VISA payment methods. 

How do I cancel Auto Pay?

To cancel your scheduled Top UpsAuto Pay, log into your account then click on the profile icon at the top right-hand corner of the page. Select “Frequent Payments” Click on the Trash icon to delete the Auto Pay

SECURITY AND PRIVACY Are my email address and credit card safe?

Digicel does not share any customers' email addresses 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 the 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.

What are Diaspora Prepaid Plans?

Diaspora Prepaid Plans provide Digicel customers with specific bundled plans for local on-net calls, off-net calls, international calls, data service, and text messages. Once purchased, the Plan will be automatically activated on the recipient’s account. Plans cannot be refunded or transferred; all sales are final.

Can Recipients call any number in the UK with the UK Plans?

Customers may call UK mobiles ONLY with the UK Plans.

Below are the details of the UK Calling Plans:

20 UK Minutes 7-Day Plan | £2 | 20 UK Minutes | 0 SMS

60 UK Minutes 14-Day Plan | £6 | 60 UK Minutes | 5 SMS

120 UK Minutes 30-Day Plan | £13 | 120 UK Minutes | 10 SMS

250 UK Minutes 30-Day Plan | £26 | 250 UK Minutes | 20 SMS

What is Bill Pay?

Bill Pay is a facility that allows you to make payments to several participating bill payer companies in Jamaica and also pay Digicel post-paid bills in several other countries. Please check our website for a list of countries where you can pay Digicel bills.

How do I complete a Bill Pay transaction?

You can complete a Bill Pay transaction by selecting the Bill Pay option and then clicking on select biller.  Select the biller’s name from the drop-down menu, enter the account number and account nickname.  On the “make a payment screen”, enter the required transaction amount you wish to pay, verify the transaction amount, then select the payment method you wish to use, enter the payment details and submit to complete your transaction.

What bill pay services are available via Bill Pay?
  • Bill Payments (including Digicel post-paid accounts)
  • Loan Repayments
  • Utilities
  • School Fees/Tuition
What are the categories of billers available?
  • Cable
  • Financial
  • Education
  • Internet Service Providers
  • Utilities
  • Security
  • Strata
  • Insurance
How do I set up a Biller?

Select the Bill Pay option and click on Add Biller. On the Add Billing Information screen, select biller from the drop-down menu, in the field provided enter the account number as it appears on your statement or invoice, then enter an account nickname and click the Add Bill button to complete the process.

Can I have multiple Billers set up on Bill Pay?

Yes. You can add multiple Billers and also delete Billers if you wish.

Can I add multiple payment methods on my Bill Pay?

Yes. You can add, delete and update your payment methods on Bill Pay.

What are the payment methods available for the payment of a bill?

Acceptable forms of payments are VISA, MasterCard, American Express, and Discover

How soon after making a payment will my account get credited?

Payment files are remitted to the biller by Paymaster within 24 hours; however, the updating of your account is dependent on the biller.

Who do I contact if I have questions regarding a Bill Pay issue?

Please contact our Digicel International Customer Support team via email at support@digicelinternational.com or call 1-888-880-6842. Our Customer Support hours of operation are Monday to Saturday 9 a.m. – 6 p.m. ET.

How can I confirm if a payment was credited to my account?

If your payment has been completed for a full 24 hours or more, contact the respective biller to confirm if payment has been credited to your account. If you are in Jamaica, you may call the following numbers:

  1. Digicel: 100
  2. Digicel Cable: 145
  3. JPS: 888-CALL-JPS
  4. FLOW: 888-225-5295
  5. NWC: 888-225-5692

For all other bill payments, please contact the customer service for the respective billers.

What are Digicel Digital Cards?

Digicel Digital cards are a revolutionary new online product that allows you to browse, send and redeem premium digital cards directly on your mobile device. You can use these cards at some of your favorite merchants and in certain instances purchase goods and services online without any restriction.

How do I send a Digital Card from the Digicel International website?

You can send a digital card by selecting Digital Card from the menu, then click on the gift ribbon icon and select your digital card and its value. Simply provide your recipient's mobile, add text message, pay, and click on the “Send Now” button. For MasterCard digital cards, you will also insert your full name and mailing address for additional security purposes.

How quickly is my Digital Card delivered?

Digital cards are delivered within seconds via text message and can be used online or in-store. Best of all, the recipient does not need to download an App to use the card.

Can my recipient change their Digital Card?

Yes! Digital card recipients can change their unactivated Digicel digital card upon receipt, for another brand of equal value - all on the fly.  However, the Digicel Pay MasterCard cannot be changed once they are purchased.

How does the recipient redeem a Digital Card?

Display your card on your mobile device. Show the cashier the barcode so they can scan it. If the barcode is not scanning correctly, ask the cashier to manually type in the card number plus any additional PIN, access, or event code. If you are redeeming the card at an online merchant, simply copy and paste the redemption code received onto the online merchant site and any additional PIN or event code requested

What types of payments are accepted for the Digicel International Digital Cards?

VISA, MasterCard, American Express, Discover, PayPal, Apple Pay

How do I see the balance on my digital card?

Tap your digital card to view the reverse side. Your current balance is displayed at the top of your card. For your convenience, balances are updated in real-time for all merchants where applicable

I see "Verifying Transaction", what does that mean?

This status means that additional information is being reviewed to ensure the security of your transaction

How do I know that the card was received?

The screen displays a green sent signal at the end of your transaction. You may see a charge from BlinkSky with your banking or credit card institution. Digital cards are delivered in real-time to the recipient’s mobile for immediate use. The recipient does not need to download an app to receive a digital card. Recipients will receive a text message containing the digital card along with any personalized text message.

Do Digital Cards expire?

There isn’t an expiration date on most cards. We recommend that you check the description details on the back of your card to verify if the merchant has an expiration date.

Is my order secure?

All digital card orders use Secure Sockets Layer (SSL) and are fully PCI compliant. If you have any questions or concerns, please contact customer service via email support@digicelinternational.com

Verifying your identity

Occasionally, some transactions may require additional verification; this helps to prevent unauthorized charges. If you are asked to verify your identity, please understand that we are ensuring that you—and only you—are interacting with the platform provider. Verification helps us to protect your account and keep the platform secure.

What is the Digicel Call International Mobile App?

Our award-winning app brings the savings and convenience of Digicel Call International to your Android phone or iPhone. It allows you to call anywhere in the world at very competitive rates. You can also use the app to add funds to your calling balance and redeem Digicel International recharge cards.

What are the charges for using the Digicel Call International Mobile App?

The Digicel Call International Mobile App is free to download from Google Play and the App Store. There are no monthly charges or commitments associated with the app. Once you add funds to your account, you will be charged a per-minute rate to the destination you are calling. All rates can be found on the app or on our website at www.digicelinternationalcalling.com

Does the Digicel Call International Mobile App replace my current mobile service provider or mobile calling plan?

The Digicel Call International Mobile App does NOT replace your current mobile service provider or plan. The app uses your mobile service or plan to connect with the Digicel Call International platform. You can make calls using either the app or a local access number to connect to your Digicel Call International account which will allow you to make calls with low rates.

What devices are supported?

The current version of the Digicel Call International Mobile App supports the following android and iPhone devices with the exception of windows phones and blackberry phones.

How do I install the Digicel Call International Mobile App on my Android device?

It's easy! Just follow these steps:

  1. On your device, tap the Play Store icon.
  2. Search for the app named Digicel Call International and select it.
  3. Tap the button labeled FREE; the button will then change to say OK.
  4. Tap the button labeled OK.
  5. Once the installation is complete, the Digicel Call International Mobile App should appear with your applications.
  6. 6. Register by entering your email and accepting the terms and conditions.
How do I install the Digicel Call International Mobile App on my iPhone?

It's easy! Just follow these steps:

  1. On your device, tap the App Store icon.
  2. Search for the app named Digicel Call International and select it.
  3. Tap the button labeled FREE; this button will then change to say Install.
  4. Tap the button labeled Install. (Note: You may be prompted to enter your iTunes password).
  5. Once the installation is complete, the Digicel Call International Mobile App should appear on your iPhone's home screen.
  6. Register by entering your phone number and email address, then accepting the terms and conditions.
Can I use the Digicel Call International Mobile App on my Android tablet or Apple iPad?

The Digicel Call International Mobile App is designed to be used with a device that can make and receive phone calls and has a US number associated with an operator. Therefore, it is not available from a tablet nor iPad at this time.

Can I install the Digicel Call International Mobile App on multiple phones and share my calling balance between them?

No, we do not have this feature available at this time.

How soon can I begin to use the Digicel Call International Mobile App after installation?

The Digicel Call International Mobile App is ready to use once successfully installed on your phone and once you have registered to create the account.

Can I use the Digicel Call International Mobile App when I am not in the U.S.A?

No, unfortunately the app is not available outside of the US at this time.

How many contacts can I store in the Digicel Call International Mobile App?

In the app, you will be able to access all of the contacts stored in your phone's native address book, simply by tapping the Contacts button.

Can I add funds directly in the Digicel Call International Mobile App?

Yes, you can. Simply tap the Funds button in the app menu and choose how you would like to fund your calling balance. You can add funds with your credit or debit card.

How do you protect my credit card information?

The information you submit on the Digicel Call International Mobile App is protected by the highest level of industry-standard SSL encryption. All of the credit card information submitted by the app is then encrypted a second time before being stored on our secure billing servers.

What credit and debit cards do you accept?

Digicel Call International accepts the following cards for payment:

  • Visa (credit and debit cards)
  • MasterCard (credit and debit cards)
  • American Express
  • Discover
Can I purchase Digicel Call International services using my bank account?

We do not accept payment by bank account, nor Paypal, nor check at this time.

How do I make a call with Digicel Call International?

First, you will need a Digicel Call International account with funds for international calling. You can add funds at any UNITRANSFER or CAM Transfer location in the US. Using your phone, dial local access number provided to you when you created the account. Listen to your balance, and when you hear the prompt, dial the number you wish to call. Be sure to include the country code, city code and phone number when you dial. It's that easy.

I have registered my phone number but I am unable to use the service:

The Digicel Call International service is only available from a US phone number associated with a US mobile operator. It is not compatible with Google umbers skype numbers or magic jack numbers and/or international phone numbers.

Do I need to have my phone service provider enable international calling on my phone to use Digicel Call International?

No, the only phone service you need is domestic calling within the U.S. If the calling plan from your phone service provider does not include nationwide U.S. coverage, you may want to check and confirm that calls to your Digicel Call International access number will not incur any additional cost.

Where can I find the rates to the countries I call?

You can contact customer service or visit the rates page on our website at www.digicelinternationalcalling.com

The rate on the app is different from what I was charged for my call:

Our rate sheet on the Digicel Call International app or on the www.digicelinternationalcalling.com website, displays two rates per country, a landline and a mobile. These rates are the lowest rates per either landline or mobile phone. Depending on the actual operator for the phone being called, these rates will vary.

I made a call but was charged a higher rate:

Rates constantly change due to changes in a country's telecommunication rates and regulations. Please visit our rate page on our website or the app to view the most current rate to any destination.

I am unable to connect with the number I am calling:

Please call our customer service line at 1-855-734-9221 and one of our friendly customer care agents will help assist you in resolving this issue.

I received an error message - account not set up when placing a call:

This message appears when our system does not recognize your phone number. Please be sure that your registered phone number id is not blocked on your device. You can also try to use one of our local access numbers instead of dialing from the app to help resolve this issue. If the problem still persists, please call customer service at 1-855-734-9221

How do I view my call history?

Please contact customer service to assist you with this inquiry or view your call history using the Digicel Call International app on your phone.

How do I add funds for international calling?

You have the option of adding funds using your credit or debit card directly on the Digicel Call International app on your phone, on the website www.digicelinternationalcalling.com or by calling customer service at 1-855-734-9221. You can also add funds using cash at any UNITRANSFER or CAM Transfer location.

What makes your calling app different from other options in the market?

Our calling app offers significantly cheaper calling rates, allowing you to stay connected with your loved ones in the Caribbean without breaking the bank. Additionally, our new feature enables you to instantly Top Up Digicel Jamaica numbers, providing unmatched convenience.

How do I Top Up a Digicel Jamaica number using your app?

Sending a Top Up to a Digicel Jamaica number is simple! Just open the app, navigate to the 'Top Up' section, enter the recipient's phone number, select the desired amount, and confirm the payment. The Top Up is processed instantly, ensuring your loved ones have airtime whenever they need it.

Are there any additional charges or hidden fees when I Top Up a Digicel Jamaica number?

No, there are no additional charges or hidden fees when you Top Up a Digicel Jamaica number using our app. The amount you choose to Top Up is the amount your recipient will receive.

Can I schedule a recurring Top Up for a Digicel Jamaica number?

Yes, our app allows you to set up recurring Top Up for Digicel Jamaica numbers. You can choose the frequency (daily, weekly, monthly) and the specific amount, ensuring your loved ones always have credit on their phones without manual intervention.

How secure is the payment process for topping up a Digicel Jamaica number?

Your security is our top priority. Our app uses encrypted payment gateways to process transactions, ensuring your payment information is secure and protected. You can Top Up your Digicel Jamaica number with confidence.

Can I track my Top Up transactions and calling expenses within the app?

Absolutely! Our app provides a detailed transaction history, allowing you to track all your Top Up transactions and calling expenses. You can review your spending, check call durations, and monitor your usage patterns conveniently from the app.

Is customer support available if I encounter any issues with Top Up or calls?

Yes, our dedicated customer support team is available 24/7 to assist you with any issues related to Top Up, calls, or app functionality. Feel free to reach out via chat support within the app, email, or phone, and we'll be happy to help you promptly.