Frequently Asked Questions

  1. What is Online Top up?
  2. Online Top Up is FLOW's enhanced top up solution which allows anyone to top up any Flow pre-paid phone from any location, through a credit card or PayPal account.


  3. Can I send credit to any FLOW number regardless of the country?
  4. Yes. The service is available for all FLOW customers in the following countries:

    • Anguilla
    • Antigua
    • Barbados
    • British Virgin Islands
    • Cayman
    • Dominica
    • Grenada
    • Jamaica
    • Montserrat
    • Saint Kitts & Nevis
    • Saint Lucia
    • Saint Vincent & the Grenadines
    • Turks & Caicos


  5. How do I use the Flow Top Up Portal?
    1. Go to www.topupflow.com
    2. Select the country code from the drop-down menu
    3. Complete the phone number that you want to topup and press OK
    4. Follow the instructions on the page to log in
    5. If you do not have accounts to link, you can select the Continue as Guest option.
    6. Choose the currency you wish to pay on and top up amount
    7. Enter your payment information and place your order
    8. Confirm your CVV/CVC code on the back of your card and click on “continue”
    9. A confirmation message will show on the screen with details on the amount recharged to the pre-paid phone as well as via SMS to the phone recharged.
    10. Additionally, a confirmation email with the transaction details will be sent to your email address(if informed)


  6. How do I verify a transaction?
  7. You can verify in the following ways

    1. Check your email inbox for confirmation email of successful transaction.
    2. Check your account history when you login by clicking on the “Recent” button on the right hand side of the screen then select the transaction. Details of your transaction will be available by clicking on the display button.


  8. How do I check my top up balance?
  9. Press *120# send to check your balance, free of charge.


  10. What happens if I top up an incorrect number?
  11. All transactions are final; top ups are available within 3 minutes, hence, it cannot be retracted from the account. Please ensure that you have the correct phone number before you complete the transaction.


  12. Is there a charge for using the Flow Online Top Up Portal?
  13. There is no additional fee for using the Flow Top Up portal, however please check with your bank as some may charge a banking fee.


  14. What is the minimum and maximum top up amount per transaction?
  15. IslandMinimum (Local Currency)Maximum (Local Currency)
    Anguilla14.00270.00
    Antigua14.00270.00
    Barbados12.00200.00
    British Virgin Islands6.00100.00
    Cayman4.50100.00
    Dominica14.00270.00
    Grenada14.00270.00
    Jamaica500.005000.00
    Monserrat14.00270.00
    St. Lucia14.00270.00
    St. Kitts14.00270.00
    St. Vincent14.00200.00
    Turks & Caicos6.00100.00


  16. What is the expiration of a top up?
  17. IslandTop Up Validity
    Anguilla90 Days
    Antigua90 Days
    Barbados90 Days
    British Virgin Islands90 Days
    Grenada90 Days
    Monserrat90 Days
    St. Lucia90 Days
    St. Kitts90 Days
    St. Vincent90 Days
    Dominica90 Days

    JamaicaTop Up Validity
    0 - 300 JMD21 Days
    300 - 500 JMD40 Days
    500+45 Days

    CaymanTop Up Validity
    $5.00 - $9.9990 Days
    $10.00 - $19.99120 Days
    $20.00 - $49.99180 Days
    $50.00 or More365 Days


  18. How quickly does the top up get to the phone?
  19. Top ups are available immediately. If you experience any issues please contact one of our customer service representatives at 1-800-804-2994 Note, international calling rates and or roaming charges maybe incurred for calls to our Customer Cares if you are outside of FLOW countries.


  20. Whom can I contact for customer support?
  21. There are several convenient ways to contact customer support, click on the support tab to:

    • Chat with an online representative 7 days a week from 9am – 6pm.
    • Contact us via email Flowhelp@cwc.com for online support and someone from our team will contact you within 2 hours from Monday to Friday between 9am and 6pm.
    • Call the Contact Centre at 1-800-804-2994 for 24 hour assistance

  22. What Payment types to you accept on the website?
  23. We accept all major Debit and Credit Cards: Visa, MasterCard, and PayPal if you do not have an account you have an opportunity to create one by choosing the PayPal option on the transaction screen.


  24. How can I recognize my transactions on the PayPal/Credit Card statement?
  25. If you made a payment using your PayPal account, the transaction will appear on your statement under the text "PAYPAL Flow” on your Credit card Statement


  26. Do I pay taxes for doing an online top up?
  27. Many countries have taxes instituted on Telecom services. Purchasing an online top up is similar to a purchase made at a local Retailer outlet and will incur taxes, when applicable. Online top up is just another 24 hour convenient channel to top up.

    Jamaica & St. Lucia have VAT added to the recharged value; therefore the customer will receive the paid amount minus the applicable tax.


  28. I topped up, my Debit/Credit Card was charged, yet I did not receive the top up?
  29. If you encounter any issues with your top up, please contact our customer service center for assistance.


  30. Why is my credit card not being accepted?
  31. There are various reasons why your card is not accepted. There may be a problem related to your bank; please contact the bank to address the issue.


  32. Do I get a confirmation after I have completed my purchase?
  33. Yes, once the transaction is successful, you will receive bill details on your screen, a confirmation will be sent to your email account. The Top Up can be viewed online under transaction details


  34. What currency can payment be made in?
  35. Depending on where you are, payment can be made online in your local currency as well as USD/ GBP/CAD. You may select your local currency by clicking on the drop-down menu when you select your top up amount.


  36. What is the exchange rate when purchasing minutes?
  37. Exchange rates fluctuate daily in certain markets and are automatically updated to reflect these changes. CWC uses the fairest exchange rate possible with no added fees.


  38. Can I purchase a top up from any mobile device?
  39. Yes, the Flow top up portal is mobile optimized and can be accessed from any mobile device.


    Security and Privacy


  40. Is my credit card and email information secure?
  41. Your email address and email address are secure. Flow does not share your information with third parties. Flow will use your email address to send you offers and special promotions. You can opt-out of from our list at any time.