Support
We’re here to help.
Clear answers for top-ups, eSIM activation, SIM registration and order issues across all Cyprus networks.
How to top up
- → Enter your Cyprus mobile number
- → Choose network and product
- → Pay with card or other supported method
- → Receive confirmation instantly
eSIM Activation
- → Buy the Cyprus eSIM package
- → Receive QR code by email
- → Scan QR code on arrival in Cyprus
- → Data activates automatically
SIM Registration (Cyprus)
- → All prepaid SIM cards must be registered with official ID by 10 December 2025
- → You can buy a physical SIM without showing ID at purchase
- → Registration can be completed after buying the SIM (online or in store)
- → eSIM often does not require full registration for tourists
- → Accepted documents: Passport, Cypriot ID, or ARC (for non-EU)
Step-by-step Guides
How to activate your eSIM (iPhone)
- 1. Go to Settings → Mobile Data → Add eSIM
- 2. Choose 'Use QR Code'
- 3. Scan the QR code you received by email
- 4. Label the eSIM (e.g. 'Cyprus eSIM')
- 5. Turn on the eSIM and enable Data Roaming if needed
- 6. Wait 1-2 minutes for connection
How to activate your eSIM (Android)
- 1. Go to Settings → Network & internet → SIMs → Add eSIM
- 2. Choose 'Scan QR code'
- 3. Scan the QR code from your email
- 4. Follow the on-screen instructions
- 5. Enable the eSIM and mobile data
- 6. Restart your phone if it doesn't connect immediately
Balance Top-Up vs Bundles – What’s the difference?
- 1. Balance Top-Up: Adds credit to your number. You can use it for calls, SMS, or buy bundles later.
- 2. Bundles: Prepaid packages with a fixed amount of data, minutes, and SMS for a set period.
- 3. Use Balance Top-Up if you want flexibility.
- 4. Choose a Bundle if you want better value and know how much data/minutes you need.
- 5. You can always buy a bundle later using your balance.
How to transfer credit to another number
- 1. Most Cyprus networks allow credit transfer between prepaid numbers
- 2. Dial the transfer code provided by your network (e.g. *133*number*amount#)
- 3. Confirm the transfer with your PIN
- 4. The recipient will receive the credit instantly
- 5. Note: Some networks may charge a small fee
What to do if top-up doesn't arrive
- 1. Double-check the mobile number you entered
- 2. Confirm you selected the correct network
- 3. Wait up to 5 minutes (sometimes there is a short delay)
- 4. Check your balance using the network USSD code
- 5. Contact support with your order ID if still missing
How to check your balance
- 1. Cyta: Dial *110# or *112#
- 2. PrimeTel: Dial *122#
- 3. Cablenet: Dial *122#
- 4. Epic: Dial *122#
Common Issues
If the order is not paid or fulfilled yet, place a new correct order or contact support immediately. Once a voucher PIN is revealed or a direct top-up is sent to the submitted number/network, it is normally not reversible.
Send your order ID to support@topupcy.com. We will check the payment reference, supplier status and audit trail before retrying or escalating the order.
A revealed voucher PIN is normally final and non-refundable because it can be copied or used immediately. If the code does not work, send your order ID, serial number and the exact error message.
Check the network instructions and try again carefully. If it still fails, contact us with your order ID and error message so we can verify the voucher with the supplier.
Direct top-ups are sent to the mobile number entered at checkout and may not have a PIN. Check your balance/SMS first, then contact support with your order ID so we can verify supplier delivery.
Make sure you scanned the QR code after arriving in Cyprus. Try restarting your phone or contact support.
Refund and support policy
Digital telecom products can become irreversible once delivered. Our priority is to verify payment, supplier status and order details quickly so customers receive either successful fulfilment or a clear manual resolution.
- We only fulfil after verified payment and confirmed supplier success.
- If payment succeeds but supplier fulfilment fails, we manually review and either complete delivery or arrange a refund.
- Customers must confirm the phone number, network and product before paying.
- Revealed voucher PINs and completed direct top-ups are normally final unless a supplier fault is confirmed.
Top-up FAQ
How fast is delivery?
After verified payment and supplier confirmation, voucher details or direct top-up completion should appear on the order-status page. Some network/supplier checks can take a few minutes.
What is a voucher PIN?
A voucher PIN is a digital code you redeem with the mobile network. Keep it private and reveal it only when you are ready to use it.
What is direct top-up?
Direct top-up, also called ETU, sends credit directly to the mobile number entered at checkout. There is usually no voucher PIN to reveal.
Can I refund a revealed voucher?
Usually no. Once a voucher PIN is revealed, copied or emailed, it can be used immediately. We can investigate only if the supplier confirms a fault or invalid unused voucher.
What if I entered the wrong number?
Contact support immediately with your order ID. If the order has not been fulfilled yet, we may be able to hold it; once delivered, reversal may not be possible.
Which Cyprus networks are supported?
TopUpCy is preparing support for CYTA, Epic, PrimeTel and Cablenet. The final live product list depends on confirmed Mobee catalogue mapping before launch.
Official Provider Support
For the most accurate and up-to-date information, please also check the official support pages:
Still need help?
Email support@topupcy.com with your order ID. We aim to reply within the same business day during soft launch, and paid-order issues are checked first.