Home / Request status
Where your request is right now
Every request moves through the same four stages. Match the last message you received to a stage below and you will know whether to wait or to write.
The four stages
Reading the stage from the last message you got
We do not run a public tracker. The email thread is the record, and the reference in it is how support finds everything else.
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Received — nothing charged
The form arrived. You may not have heard anything yet. Normal wait: up to one working day. Write to us if a full working day has passed with no reply.
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Quoted — waiting on you
We sent the amount, the fee and the total. The request pauses here until you reply, and it is dropped after seven days with nothing owed either way.
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Paid — loading
The card payment cleared and the top-up is queued. Normal wait: 15 to 60 minutes, and up to four working hours at peak. Tap the card once at a gate before reporting a problem.
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Confirmed — closed
The balance is on the card and the receipt is in your inbox. Keep the reference; refunds and copies both work from it.
If it is late
When a stage runs past its normal window
Reply inside the existing thread. A fresh request creates a second charge, not a fix.
- No reply after 1 working day
- Forward the confirmation email to contact@dxbcardpoint.org with "no reply" in the subject.
- Paid, nothing after 4 hours
- Reply with the reference. We check the transaction with the provider the same working day.
- Wrong amount loaded
- Tell us the reference and the amount you see. Corrections are handled without a new fee.
- Wrong card loaded
- If the tag ID we were given was wrong, the credit cannot be pulled back. Check the ten digits before approving a quote.
- Card declined at payment
- Nothing is owed. Ask us to reissue the payment link, or pay at the counter instead.
When the desk is open
Requests can be submitted at any hour. Loading happens during working hours only, so a Friday-evening request is normally confirmed on Saturday morning or Monday, depending on the queue.
- Monday – Friday · 09:00 – 18:00
- Saturday · 10:00 – 15:00
- Sunday · closed
If the answer is not good enough
Ask for the request to be escalated. You get a written reply within two working days naming the cause and the next step.