Top-U-Up

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Top-U-Up

1. What is Top-U-Up?

This recharge service is an innovative method of topping  up either your own or another customer's Digicel prepaid account.

2. What are the short codes for Top-U-Up?

Customers will be required to use two (2) short codes when topping up an account via Top-U-Up.

Short Code 1: “*125* area code + mobile number# SEND”

Short Code 2: “*125*voucher number#SEND”

3. Can a Digicel postpaid customer add credit to their own account using this service?

No. Postpaid customer's will not be able to use this or any other top up methods to refill their accounts. However, a postpaid customer may top up any Digicel prepaid account.

4. What is the cost associated with using the Top-U-Up service?

No charge is associated with using this service. It’s free.

5. How does it work?

Scenario: Customer A wants to add credit to customer B’s phone via Top-U-Up.

STEPS: Short code 1 

Customer A will enter the short code: “*125*area code+customer B’s MSISDN#SEND” from a Digicel phone.

Customer A will be prompted to enter the second short code within two (2) minutes.

STEPS: Short code 2

Customer A will enter the 2nd short code string to complete the transaction.

Customer A will enter: “*125*voucher number#SEND”

Both customer ‘A’ and ‘B’ - will receive notification stating that the credit has been added to the account.

Example: 

John’s MSISDN: 265-6644

Lisa’s MSISDN: 264-9965

Voucher Numbers: 1234567891011 – $75

Scenario: John wants to add a $75 card to Lisa’s account. 

STEPS: 

John will enter the first short code: “*125*12462649965#SEND” from his Digicel phone.

If I am topping up someone else’s account using Top-U-Up, how will I know that the credit was applied?

You will receive the following notification: 

“Credit has been successfully added to 246PhoneNumber. 

Thank You for using Top-U-Up!”

6.If my account is being topped up, how will I know that the credit is applied successfully?

You will receive the following notification: 

“Credit has been successfully added to your account by 2462656642. Your voice balance is BBD*amount*

You can check the voice account balance via (*120#) after receiving the SMS notification.

7. Is there a specific time in which the user must enter the second short code after the first request was sent?

Yes. Users must enter the second short code, which includes the voucher numbers within two (2) minutes of sending the first short code.

8. If users do not send the second short code request within two (2) minutes, will they receive an error message?

Yes. Users will get the following message: “Sorry! Your session has expired. Please start the transaction from the beginning by typing *125*1246PhoneNumber#.”

9. Can a transaction be cancelled after the first short code?

Yes. Users may enter: “*125*2# SEND” to cancel the transaction. The following message will be received: 

“You have chosen to cancel the transaction. Thank you for using Top- U- Up!”

10. What message will be sent if an invalid voucher number is entered?

If an error is made, the following message is received: 

“The voucher number you entered is invalid or used. Please check the voucher and start over by typing *125*1246PhoneNumber#SEND.”

11. Can you re-enter the second short code if an error is made with the voucher number?

No. Once an error is made, the transaction is voided and as such, users will be required to re-send the request with the mobile number to be topped up.

12. Can you cancel the transaction after sending the second short code

No. Once the second request is sent, the transaction is final unless the user receives an error message.

13. Can you use Top-U-Up to add credit to your own account?

Yes. They will simply need to enter their own mobile number in the first short code string sent.

14. If you enter an incorrect mobile number while using the Top-U-Up, will you be able to correct it?

Yes. Once you enter the first short code (*125*246PhoneNumber#SEND) you will receive the following message – “From a blank screen please enter *125*voucher number#SEND to add credit to 246PhoneNumber or *125*2# to cancel, please respond within two (2) minutes.” 

You can then check the number to ensure that the credit is being added to the correct account, if not, you can cancel the transaction by sending *125*2#SEND”

15. If you enter an incorrect/invalid voucher number while using the Top-U-Up, will you be able to correct it?

Yes. If you enter an incorrect voucher number during the transaction you will receive the following message “The voucher number you entered is invalid or used. Please check the voucher number and start over by typing *125*1246PhoneNumber#”

16. If you incorrectly add credit to the wrong mobile number using Top-U-Up, can you transfer the credit to the correct number?

No. Once the request is sent using the short code, the voucher will be applied to that account and will not be transferred. 

After the request is sent, you will not be able to make any changes. 

Customer Care will not be able to transfer the credit for you either.

17. Is there a limit for invalid attempts at topping up?

Yes. You will have six (6) attempts at topping up, on the seventh attempt; the following message will be displayed: 

“Sorry we are unable to process your request at this time. You have exceeded the maximum invalid attempts please try again tomorrow.”

18. If I have multiple vouchers to add to the same mobile number, will they need to send another request using the Top-U-Up?

Yes. After adding the first card, you will need to repeat the process by entering USSD Codes 1 and 2 with the desired mobile number and voucher numbers respectively. 

Note: The option for multiple top ups is not available.

19. If there is an error in adding the desired credit, who do I call?

If an error is incurred while attempting to top up, please follow the instructions outlined in the SMS received.

20. What will happen if I enter a mobile number that is not a Digicel prepaid number?

If the user attempts to add credit to a number that is not a Digicel prepaid number, the following message is displayed: 

“You are only allowed to add credit to a valid Digicel Barbados prepaid subscriber. Please use the international format e.g. *125*1246PhoneNumber#”.

21. What will happen if I try adding a used voucher to an account?

The following message will be displayed: 

“The voucher number you entered is invalid or used. Please check the voucher and start over by typing *125*1246PhoneNumber#SEND.”

If the customer makes six (6) invalid attempts to add credit to another account, who will be barred?

The customer will be barred from adding credit to his account for 12 hours. 

The same conditions will apply as it pertains to customers trying to top up an account using invalid/used vouchers.

22. Can I use Top-U-Up to add credit to an account that is already barred from adding a card?

No. Once an account has been blocked from adding a card, the account holder will need to: 

Call Customer Care to be unbarred OR

Wait for 12hrs to be automatically unbarred.

23. Can I use Top-U-Up when my service has expired due to a lack of activity (airtime expired)?

No. You will be required to add credit to your own account first by using *121*.

24. Can I use Top-U-Up while roaming ?

No. If you are roaming and your account needs to be topped up, anyone in Barbados can use this method to top up your account.

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