FAQ

Yes, you must register to use the Joxko services. Registration is free and without obligation. Click the “Login” button on the home page, and then click Register.

You can consult the list of all available operators on the operators page [lien https…]. On this page, you can filter by country to refine your search and make sure the operator you are looking for is available. If you cannot find the operator you are looking for, contact our customer service team who will check to see whether we can make it available.

There are 3 types of top-up: - call credit: this top-up allows your beneficiary to receive call credit, i.e. minutes of talk time - Internet connection: this top-up allows your beneficiary to receive megabytes or gigabytes of data so they can surf the Internet or use apps such as WhatsApp, YouTube, Viber, Netflix etc. - pack (also called package): this top-up is a mix of calling credit and internet connection. Your beneficiary can telephone and use the Internet.

To send a top-up call credit to a number, you need to do the following: - on the homepage of the site or app, or directly in the Store, enter the number to be credited and click on “Choose my top-up” - we automatically detect the beneficiary’s operator; if this is not the case or if there is an error, you can change it - choose the top-up type "call credit" - choose the amount to send - click "Go to payment" and follow the payment instructions

To send an Internet-data top-up to a number, do the following: - enter the number to be credited on the homepage of the site or app, or directly in the Store, and click on "choose my top up" - the operator of the beneficiary is automatically detected; if this is not the case or if there is an error, you can change the operator - choose the top-up type "Internet connection" - choose the amount of the top-up - click "Go to payment" and follow the payment instructions

Sending a pack (or package or bundle) to a number is very simple: - enter the number to credit and click on "Choose my top-up" - the beneficiary’s operator is automatically detected but you can change it if necessary - choose the top-up type "Pack" - choose the amount of the top-up (call credit + Internet connection) - click "Go to payment" and follow the payment instructions

The beneficiary of a top-up is systematically sent an SMS from their operator when they receive a top-up. You can also send a personalised SMS to the beneficiary if you wish. This is a handy way of wishing them happy birthday or happy anniversary, for example. Sending a personalised SMS is a paid option.

No, top-ups you send from Joxko and the top-up purchased locally in the recipient’s country work in exactly the same way.

The top-up is activated automatically and instantly on the beneficiary's mobile phone as soon as the transaction and payment have been validated.

Joxko accepts all bank cards, and Visa and Mastercard credit cards. You can also pay by PayPal or PaysafeCard. If you have a Joxko balance, you can also use it to pay for your order. Soon, you will also be able to pay with Google Pay or Apple pay.

The beneficiary receives an SMS from his operating company to let them know that their account has been credited. They can also check their balance to confirm receipt of the credit. You will receive a purchase confirmation e-mail as the person sending the top-up.

Yes, fees apply for top-up payments. The fee depends on the payment method and the type of top-up, in particular the amount and the operator. The fee is stated in the order summary before payment is confirmed. They cover transaction costs such as bank costs and fees associated with the service.

If you purchase a prepaid top-up, it is sent to your beneficiary as soon as payment has been confirmed. If the wrong number you entered is in service, the top-up will be automatically credited to that number and you will not be able to retrieve it. If the number you provided is, however, not in service, the customer service will be able to help you and correct the beneficiary number so that the top-up is correctly delivered.

There are a lot of gift cards available on Joxko. The list of available brands/shops depends on the country selected. You can view the whole list of gift cards available on the Gift cards page by clicking on the link at the bottom of the page. Here are examples of maps available for some countries. France : Amazon, Cashlib, Apple, Google, Netflix, Spotify, XBox, Zalando... Italy : Amazon, IKEA, Marionnaud, Netflix, Playstation, Sephora, Wonderbox, XBox

If a telephone top-up is not issued and we are responsible for it (according to the GTCS), you will be refunded if your credit card or payment method has been debited. In some cases, we may issue you a credit note.

The Joxko top-up service allows you to send prepaid top-ups of call credit, Internet credit or communication packs to a prepaid mobile phone anywhere in the world. Joxko allows you to instantly send prepaid top-ups to more than 550 operators in 125 countries. This service is widely used by people living abroad who want to top up the telephone of their family or friends who have remained in their home country. Joxko also allows you to buy prepaid top-ups for operators in Europe such as Orange, SFR, Bouygues Telecom, Lebara, Lycamobile and Syma. Find the list of operators by country on the Operators page (link available at the bottom of the page).

Before contacting us, you can check the points below: - Have you topped up the correct number? Sometimes our customers get a digit wrong in the beneficiary’s number, and someone else may receive the credit! Unfortunately, once the top-up has been credited to the wrong number, we cannot cancel it. However, you can contact the wrong beneficiary to ask them to return the credit to the beneficiary if the operator offers credit transfer between users. - Are you sure you have the correct operator of the beneficiary? When you choose a beneficiary, we automatically detect the operator based on the number and the plan for allocating the numbers to the operators. However, if your beneficiary has changed operator while keeping the same number, the top-up request will not be sent to the correct operator and will be rejected. If you realise you have made a mistake, contact our customer service. They will be able to check the top-up and will help you if they can. The beneficiary’s operator may also be encountering temporary technical issues. Sometimes you just have to wait a little for everything to be sorted out. You can also ask the beneficiary to make some checks: - they can check their balance by typing the specific order of their operator - did they request an advance from the operator? In this case, the operator directly deducts the amount of the advance from the top-up you sent! If despite these checks, you do not understand why the beneficiary has not received the top-up you expected, please contact customer service who can look into the matter further and contact the operator directly if necessary.

On Joxko, select the service “A gift card” and then specify the country you want to use the gift card in. Then choose the company or brand from the list proposed. Select the amount of the gift card and pay online using the payment method of your choice. You will then receive the gift card code that you can use at any time on another site to pay for your purchases from that shop/brand.

Once you have paid for the gift card on Joxko, the card PIN will be displayed on the purchase confirmation page. You can also find the code in your customer area. You can give the code to the beneficiary.

You, or your recipient, can use your gift card on the brand site of the purchased card, or in a store that accepts the gift card.

A food voucher purchase service allows you to buy vouchers for the amount of your choice, from the amounts available, so that your beneficiary can obtain food in a shop in our distribution network.

Currently, food vouchers are available in the following countries: Benin, Burkina Faso, Ivory Coast, Gambia, Ghana, Guinea, Guinea-Bissau, Mali, Mauritania, Nigeria, Senegal, Sierra Leone and Togo.

Once you have paid for the food voucher, the recipient will receive an SMS containing the PIN code and the amount of the food voucher. They can then go to the store indicated to pay for the food purchases of their choice. Once there, the seller will check the PIN code sent by SMS. The local customer service may also contact the beneficiary to help them to use their voucher. They will be able tell them which shops accept payment this way.

The shop stated when ordering is indicative. If you know the store closest to your beneficiary, you can select it. Alternatively, the recipient can call a local number to find the shop that is most convenient for them, or wait for local customer service to contact them. The voucher is valid in all shops available in a given country.

Yes, Joxko rewards your loyalty! With each purchase, you accumulate loyalty points that you can convert into a discount for a future order. For €10 spent, you get from 1 to 3 loyalty points depending on the services purchased. When you have reached 100 points, you can convert them into a discount in your shopping cart: 10 points entitle you to a €1 discount. At any time, you can view the history of your loyalty points earned and spent from the “My loyalty points” menu in your profile. See the "Loyalty scheme" page (link available in the footer) for more details.

It’s very simple. You must have created your account and confirmed your e-mail address and telephone number beforehand. To log in, simply enter either your e-mail address or your telephone number in the first box. Then enter your password in the second box. When creating your password, make sure you use the upper and lower case letters you chose when you set up your account.

On the site homepage, click the “Login” button. Then, on the page that opens up, click on the Register link at the bottom. Fill in the form with all the information asked for and confirm. You will receive an e-mail with an activation link to open your account. You will also receive a code by SMS to confirm your telephone number. Once your e-mail address and telephone number have been confirmed, you can log in and start using Joxko services.

To create an account on the Joxko app, you must first install the app from the appropriate store on your device: Google Play Store or App Store. Once the app has been installed, you can open it and then click on the “Register” link at the bottom of the login page. After filling out the form and clicking on the “Register” button, you will receive an SMS with a code to enter into the app and an e-mail containing a link to click to confirm your telephone number and e-mail address. You can then log in and start shopping.

From time to time, Joxko will send e-mails to inform you of current promotions. If you do not receive any, check the following points. 1. Consent not given: If you do not receive marketing information, you may not have consented to receive it. Check your profile to see whether the box “I agree to receive commercial information from Joxko” has been ticked: if not, tick it to receive our commercial information. 2. E-mail misclassification: You can also check in the SPAM or junk folder of your e-mail account: sometimes e-mail providers (Gmail, Hotmail, Yahoo, La Poste etc.) classify some e-mails incorrectly. If you find Joxko’s e-mails in “junk mail”, you can save our e-mail address in your contact list so that this does not happen again.

Yes, if you do not use your account for 3 years, it will be automatically deleted and you will no longer be able to use it. You will be notified by e-mail 3 months before the deletion date. If your Joxko balance is in credit, you may be charged an account closure fee of that amount. To avoid automatic deletion of your account, log in regularly.

When you purchase a gift card, you can see the code on the confirmation page of your purchase. On the "Congratulations!" page, you will see a "Show my codes" button. Just click this button to see your gift card code. You can view your order history in your personal Joxko account by clicking on “My account”. You will also find the expiry date of the gift card.

Once your payment has been validated, your beneficiary will receive an SMS with all the information needed to use their food voucher: the town and the name of the shop, the voucher code, and the amount you gave. They can then go to the shop to make their purchases. The retailer will check the SMS and deduct the amount of the voucher sent.

Yes, if you have changed your phone number, we advise you to update it in your customer area. If you do not, we will no longer be able to contact you if necessary or authenticate you properly. For example, if you send a prepaid top-up and we see a delivery problem, we will try to contact you to verify the beneficiary number. If your telephone number is not up to date, we won’t be able to do this.

Yes, if you have changed your e-mail address, we advise you to update it in your customer area. If you do not, you will no longer receive our e-mails such as order confirmations or the e-mail to change your password if necessary.

If you have forgotten your password, click the "Have you forgotten you password?" button on the login page. In the popup that opens, enter your e-mail address and then click the “Send link” button. The pop-up will close and you will immediately receive an e-mail with a link that you must click on. After clicking on the link in the e-mail, you will be redirected to a page where you can set a new password: enter the new password, respecting the number of characters, correct use of uppercase and lowercase, then enter the same password a second time to confirm it. Then click on the "Save new password" button. You can now log in to Joxko with your new password.

Yes, all transactions* made with old credentials remain available on your account. *transactions carried out from January 14, 2025

In your Joxko customer area, go to your profile information and click on the "Change my password" button. In the page that appears, type: - your current password - your new password, making sure to respect the number of characters, capital letters, numbers, special character etc. - then confirm the new password Then click on “Save my password”. The next time you log in, make sure you use the new password.

A favourite is a telephone number that you have saved in your Joxko account. It’s like a directory. This feature is very handy. You can use it to save all the numbers that you top up most often, and you only have to do it once. This saves you time and avoids errors when entering a beneficiary’s number.

If you no longer wish to use your Joxko account, you can delete it by clicking the “Delete my account” button in your profile. If you delete your account, you will no longer be able to use the Joxko Services.

When you purchase a top-up using a PIN code (usually to a country in Europe), you will see the code on the confirmation page of your purchase. On the "Congratulations!" page, you will see a "Show my codes" button. When you click this button, the codes you just purchased will appear next to the number. You can then copy the code to send it to another device (by e-mail, WhatsApp, SMS etc.), or use it to top up your account as usual. You can also view your order history in your personal Joxko account by clicking on “my Account”.

Don’t worry! You can always find your codes in your order history. From the “My orders” menu in your Joxko profile, you can view the order details. If there is a code associated with an item, you can see the line “My PIN” with the code greyed out. You must click on the "eye" button to display the code.

If you have a problem with a gift card, you can contact customer service. Before calling, check the expiry date of your gift card in your order history. If the card is still valid, have the serial number of the card ready before calling customer service. The operator will ask you for it to do some checks.

To save a favourite, there are several methods to choose from: - In your profile, click on the “My favourite numbers” menu: on the page that opens, click on the “Add number” button and follow the instructions. You need to enter the name (first and last name or nickname) and the telephone number want to record. Then click on the "Add this number" button. - From the Joxko app, in your profile, click on the “My favourite numbers” menu: on the page that opens, click on the "Add via my contacts" button and follow the instructions. Joxko will ask you for permission to access your telephone’s contacts. If you accept, you can select the number of the person you want to add as a favourite from your contacts. The numbers you want to add to favourites must be saved in international format with the country code. - On the page to select a prepaid top-up, food voucher or bill payment, you will see the beneficiary’s number on the right side of the screen. Just below, click the “Add this number as a favourite” button and follow the instructions. You must enter their name (first and last name or nickname) and the telephone number you want to save and click the “Add this number” button.

To edit a favourite, go to the “My favourite numbers” page in your Joxko profile. Click the “Edit” button of the number you want to edit and follow the instructions: in the popup that opens, you can edit the name of the favourite and their telephone number.

To delete a favourite, you need to go to the “My favourite numbers” page in your Joxko profile. Click the “Delete” button of the number you want to delete and follow the instructions: in the popup that opens, you need to confirm that are sure you want to delete this favourite.

The shopping cart is a new Joxko feature for 2025! You can add several items and pay for them in one go. This is much more convenient and saves you time.

You can view the history of your orders in your personal Joxko space. To do this, click on "My account" at the top of the page. To see your orders, click on the “My orders” menu in the left column: - if you have never placed any orders, a message will state that you have not yet placed any orders. - otherwise, you will see a list of all your Joxko orders You can access the details of an order by clicking on it. You can even access the details of each item by clicking on the “View details” button just below the item. You can choose the number of orders to display per page by selecting a number from the small drop-down list at the bottom of the page. To navigate from page to page and see all your orders, simply use the left or right arrows.

Yes, when viewing an order, you can easily add an item you have already purchased to your cart. Just click on the “Buy again” button below the item you want to buy again. All the features of the purchase will be copied: beneficiary number, type of item (prepaid top-up, gift card or food voucher), the amount of the item etc. You can repeat this operation for several items for different orders. You will then have to access your shopping cart by clicking on the “Shopping cart” button at the top of the page and go to payment. Note: the “Replace an order” functionality is available on orders placed from the January 2025 version of the Joxko site.

To get the bill for an order, simply go to the details of this order and click on the blue button “Get my bill”. The bill in PDF format will be automatically downloaded to your device. You can then save it to a folder or print it out.

Would you like to pay safely on Joxko with a prepaid payment card? You can purchase a PaysafeCard code at a retail outlet and pay for your Joxko order. After choosing this payment method, enter the 16-digit PIN code in the PaysafeCard payment window. That's all you have to do! You paid without providing any personal or bank details

Top up your Joxko balance with Joxko cards purchased in physical stores and pay for your order simply. When paying for your order, choose “Joxko balance” on the payment page: if you have enough credit on your Joxko account, you can click on the “Pay with my balance” button.

The service fees applied to a purchase depend on the payment method used. There is a specific commission rate charged by the payment provider for each payment method. The means of payment with the lowest service fees is the bank card, so this is the most financially sound choice of payment. Then the fees are degressive according to the amount of certain top-ups.

Operators regularly offer promotions. In general, we pass on these promotions to our customers, by e-mail, SMS or through social media posts, to let them know that they can send more credit for the same price. Operator promotions are valid on certain dates and are eligible for additional credit or a bonus. For each promotion, the conditions are always clearly indicated. To benefit from an operator promotion, you do not have to do anything other than make your purchase while the promotion is valid. When you make your purchase on the Joxko website or via the Joxko app, if there is a current promotion passed on by us, it will automatically be displayed and applied to your purchase.

Have you received a promotion code for the service fee? Congratulations! When you make a purchase, a reduction will be applied. It’s very easy to use a promotion code: - enter the promotion code in the box on the payment page - if the code is valid, it will be automatically applied to your order and you will see the amount deducted in the order summary

Has Joxko offered you a discount voucher? Congratulations! You will be able to deduct the voucher amount from your next purchase. It’s very easy to use a discount voucher: - enter the voucher code in the box on the payment page - if the code is valid, it will be automatically applied to your order and you will see the amount deducted in the order summary

To use Joxko Phone, you must first credit your Joxko Phone account. From the Joxko website or app store, just buy a top-up of €5, €10, €15 or €20. Once your account has been credited, you can call our server on a local number, and then dial the number of your correspondent. You will then be connected. At the end of your conversation, the amount of your call will be debited from your Joxko Phone account.

Joxko Phone is a service that allows you to call internationally at a lower cost directly from your own phone. Joxko Phone is a subscription-free and commitment-free service. The call is billed by the second, with no connection costs.

Joxko customer service is always available to assist or provide advice. It is available: - by phone from Monday to Friday from 9am to 5 pm (except on public holidays) - in writing, using the form on the contact page - via the messaging service on your Joxko account, under the customer service menu - by e-mail, using the details of an order as reference

The Joxko website and app have been designed to be simple to use and to answer the majority of users’ questions. If, however, you cannot find the answer to one of your questions, you can contact customer service who will be pleased to help you. Here are some examples where customer service may be of assistance: - you are unable to log in to your Joxko account - you have entered the wrong payee number - you purchased a top-up, but your beneficiary did not receive it - you don't know how to use your loyalty points - you have changed your telephone number and do not know how to change it - you want to know if there is an on-going promotion in a particular country

Joxko offers the following services: - Prepaid top-ups: send call, Internet connection or package (packs) credit to a beneficiary anywhere in the world - Gift cards: buy for yourself or to give them to be used on the Internet. They can be used with many companies: DNA, Amazon, Apple, Cashlib, Google, Neosurf, Netflix, Nintendo, PlayStation, Xbox and more. - Food vouchers: send a food voucher to your family in their home country, where they’ll be able buy food from a shop in our network in many countries in Africa and Latin America - Joxko Phone: credit your Joxko Phone account with the amount of your choice and then call internationally from your own telephone, without a subscription.

Yes, Joxko is available in English, French, Spanish, Italian and Portuguese. By default, the language displayed is that of your browser or Android or iOS device. To change the language on the Joxko.com website, simply select the language you want from the small list in the menu bar at the top of the page. To change the language in the Joxko app, go to your profile via the My profile menu at the bottom of the app and then select the flag corresponding to the language of your choice.

Joxko internal messaging allows you to chat with our customer service by sending messages. Messaging has several advantages: - you can send a message at any time, without having to wait for the customer service switchboard to open - you can check the customer service response at any time: you can instantly see if there is a new message to read, indicated by a small red dot - you can reply directly if you have been asked for clarification, for example - you can find the history of your conversations, filter them by status (all, unread, in progress or completed) and find important information there - you can initiate a complaint directly from an order: so you do not need to copy the order number, avoiding entering incorrect information To use Joxko internal messaging service, you must be a customer and have created an account.

From the Joxko app, you can directly access all contacts on your phone* to select a beneficiary. In fact, in the “Favourite numbers” section of your profile, you can select someone from your contacts list by clicking on the “Add via my contacts” button. In the “Add via my contacts” page, select one or more contacts and then click on the “Add selected numbers” button: these contacts will then be added to the “Favourite numbers” list. You will be able to find them easily in the Shop via the "Search for a favourite number" button. Using favourite numbers has several advantages: - it’s quick to find the beneficiary you want using the search box which, allows you to search by name or number - it’s easy to select a beneficiary - there’s no risk of entering an incorrect number *the add from phone contacts feature is not available on the website

There are two types of promotion: - operator promotions: when we pass them on, we automatically apply them to you can benefit from it - promotions service fee: occasionally, you will be offered a discount on a service fee by using a promotion code To be informed of promotions, just tick the box “I agree to receive commercial information from Joxko” in your profile. You will then receive e-mails and SMS information. If you do not wish to receive promotional e-mails or SMS, you can regularly visit the Promotions page [lien http de la page Promotions] on the Joxko website, or visit the Promotions page in the Joxko app. We also put promotions on our social networks, Facebook and Instagram. Don’t forget to follow us!

We want to offer you the best possible customer experience. That’s why we’ve added several practical features to make your purchases easier and simpler. So, the last number topped up is, as the name suggests, the last number to whom you sent a top-up. This feature is very useful if you are used to regularly sending top-ups to the same number: there’s no need to enter the number and no need to access the list of your favourite numbers. Just click on this number and then click on the “Choose my top-up” or “Start my purchase” button (depending on the page you are on) and the beneficiary will be automatically selected.

When you buy a prepaid top-up without a PIN code (usually to a country outside Europe), it is automatically credited to the beneficiary’s number. The beneficiary receives an SMS from their operator who will notify them that they have received a credit. You can see the history of your orders in your personal Joxko space by clicking on “My account”.

No, the food voucher can only be used to pay for food in our partner stores. The food voucher cannot be exchanged for cash.