My recharge is still 'Processing'

Don’t worry, your points/money are safe with us!

It will take up to 4 business days to process your recharge, so please be patient.
Also, if you used a credit/debit card or NetBanking to pay, we only charge you when the recharge is completed.

If, after this, it is still pending, please contact us. We will look over your account, and report it to our recharge company to cancel your recharge immediately.

It shows 'Recharge Success' but didn't get balance

When the “Recharge Success” message shows, check your SMS inbox for a message from your operator regarding your recharge.

  • If you got SMS, your balance has definitely been recharged. It will also show on the homepage in True Balance after refreshing the screen. It can take a few minutes to be reflected in the app.

  • if you didn’t get any SMS, please contact us for help. (Screenshots of the problem are more helpful!)

What is Success/Processing/Failed/Refund?

Success/Processing/Failed/Refund are status messages for your recharge request.

  • Success: Your request was completed successfully.

  • Processing: Your request has been accepted, but is not yet finalized. It can take up to 4 business days, and you can check the result via the notification alert.

  • Failed: Your request was unsuccessful. Please purchase another pack or try again later.

  • Refund: Your points will be refunded when the request fails. If you see “Failed,” please check if the refund was successful.

How to redeem/use/recharge the rewards?

To redeem your referral rewards:

  1. Go to “Wallet” page and tap “Recharge” button
  2. To choose from the many packs, tap “Browse More Plans,” and pick one you’d like to purchase.
  3. Wait and confirm the transaction.

For more details, see: True Balance site

The OTP didn’t send on registration.

If you have trouble receiving your OTP, it could be a network issue. Please wait a few minutes, then
– tap “Resend Code” at the bottom of the registration page.

*What is OTP?
SMS-based One Time Password (OTP) is a form of two-factor authentication. If you are an online banking user, you might be familiar with receiving OTPs via SMS from your bank. In our system, you are requested to generate an OTP to complete the registration process.

Didn't get rewards after installation

If you didn’t get rewards after installing this app, please check the conditions below:

  • First registration for True Balance
  • Install the app from your referral code
  • Register in True Balance after completing installation
  • Using a SIM supported by True Balance
    (Kindly check our support circles & operators in the FAQs.)

For further details, please read Terms & Contiditons of Promotion

Didn't get rewards after inviting friends

If you don’t get any rewards after inviting a friend, please make sure that you meet all the conditions below:

  • First registration for True Balance
  • Install the app from your referral code
  • Register in True Balance after completing installation
  • Using a SIM supported by True Balance
    (Kindly check our support circles & operators in the FAQs.)

Please check whether or not your friend has registered for the application. The proper rewards will be given to you after he/she completes the registration process. Also, your friend needs to be a new user of True Balance app.

For further details, please read Terms & Conditions of Promotion.

How many points(invites) can I get?

Points are unlimited, but the number of invites is limited. You can send up to 1,000 invites.

To track the number of available invites,

  • Go to “Earn” page from main screen.

The more you share, the more invites you will have, so don’t hesitate to send them!

What to put in 'Referral Code' when I install the app?

When you register after installation,
There will be a blank for “Referral Code” in ‘Register’ page.

If you install True Balance from your friend’s invitation, copy the referral code and paste it into the blank.

After submitting the code, you will get the referral reward if you satisfy the requirements. (T&C Applied)

If you install the app without any referral code, you don’t need to insert anything during the registration process.

What’s the referral code? Where is it?

The referral code (a.k.a. invite) is a unique URL for True Balance page in Google Play, and is generated only for your account.

You can find the invites from

  • the message you share with your friends
  • Drawer via “≡” (Drawer Menu) > “App Settings” > “My referral code”
  • or “Earn” > Scroll down to the bottom of the page

Please share your “Referral Code” with your friends.