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I Loaded a Balance to the Wrong Business

If you accidentally load a balance to the wrong business in the Facilipay app, this can usually be resolved by requesting a refund directly from the business that received the funds.

Step-by-Step: Recover and Reload Your Balance

  1. Contact the Business
    Reach out to the business where the balance was mistakenly loaded and request a refund for the transaction. The business is able to process the refund directly from their system.

  2. Reload the Balance to the Correct Business
    Once the refund has been processed, you can load the balance again, this time selecting the correct business in the Facilipay app.

What Happens After the Refund

Once the refund is completed by the original business, the funds will be returned to your payment method, and you can successfully add them to the correct business account in the Facilipay app.

Tips & Best Practices

  • Check before you load: Always confirm the business name in the app before completing a top-up.

  • Keep transaction details handy: Have your transaction time, amount, and reference number ready when contacting the business — it speeds up the refund process.

  • Need help? If the business is unable to process the refund or you encounter any difficulty, contact support@facilipay.io.