ShopeePay won’t let me top up but money was deducted, how can I get it back?

If ShopeePay won’t let you top up but the money was deducted, first check your Top Up History in the ShopeePay wallet to confirm whether the transaction shows as “Processing” or “Failed.”

Banks sometimes place temporary holds, so the deduction may appear even if ShopeePay didn’t receive the funds.

If the top-up status is “Failed,” the amount is usually automatically refunded by your bank within 1–14 business days, depending on your payment method.

If it shows as “Processing” for more than a few hours, contact Shopee customer support and your bank with the transaction reference number so they can trace and release the funds.

If the problem remains unresolved after contacting support, consider filing a complaint on Xolvie to raise awareness and pursue a resolution.