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 top up and press GO.
    4. Follow the instructions on the page to log in.
    5. If you do not have phone numbers to link, you can select the 'Continue as Guest' option.
    6. Choose the currency you prefer for payment and the top up amount.
    7. Enter your credit card information and place your order.
    8. Confirm your CVV/CVC code on the back of your card and click on “CONFIRM”.
    9. The Paypal option is only available when you select to top up in USD (US dollars).
    10. A confirmation message will show on the screen with details on the amount recharged to the prepaid phone as well as via SMS to the recharged phone.
    11. Additionally, a confirmation email with the transaction details will be sent to your email address (if e-mail was informed).


  6. How do I verify a transaction?
  7. It is advisable that you Sign In so that you can verify your recharges in the following ways (not available if you select "Continue as Guest"):

    1. If you have signed in, check your e-mail inbox for a confirmation e-mail of the successful transaction.
    2. After you sign in, check your account history 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 "View receipt" button.
    3. If you selected "Continue as Guest", the only way to verify the transaction is by checking your balance or calling Customer Service.


  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 for credit card transactions.


  14. What is the minimum and maximum top up amount per transaction?
  15. Island Minimum (Local Currency) Maximum (Local Currency)
    Anguilla 14.00 270.00
    Antigua 14.00 270.00
    Barbados 12.00 200.00
    British Virgin Islands 6.00 100.00
    Cayman 4.50 100.00
    Dominica 14.00 270.00
    Grenada 14.00 270.00
    Jamaica 500.00 5000.00
    Monserrat 14.00 270.00
    St. Lucia 14.00 270.00
    St. Kitts 14.00 270.00
    St. Vincent 14.00 200.00
    Turks & Caicos 6.00 100.00


  16. What is the expiration of a top up?
  17. Island Top Up Validity
    Anguilla 90 Days
    Antigua 90 Days
    Barbados 90 Days
    British Virgin Islands 90 Days
    Grenada 90 Days
    Monserrat 90 Days
    St. Lucia 90 Days
    St. Kitts 90 Days
    St. Vincent 90 Days
    Dominica 90 Days

    Jamaica Top Up Validity
    0 - 300 JMD 21 Days
    300 - 500 JMD 40 Days
    500+ 45 Days

    Cayman Top Up Validity
    $5.00 - $9.99 90 Days
    $10.00 - $19.99 120 Days
    $20.00 - $49.99 180 Days
    $50.00 or More 365 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 (please see next question).


  20. How can I contact Customer Service?
  21. There are several convenient ways to contact customer service:

    • Click on the 'Support' menu option and fill the form to send a message.
    • Contact us via email flowhelp@cwc.com for online support and someone from our team will contact you 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 Visa and Mastercard debit and credit cards. We also accept PayPal, only for payments in USD.


  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 with the text "Redmond Tec LLC” on your Credit card Statement.


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


  28. Why is my credit card not being accepted?
  29. 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.


  30. Do I get a confirmation after I have completed my purchase?
  31. Yes, once the transaction is successful, you will receive bill details on your screen, a confirmation will be sent to your e-mail account. If you are signed in, you can see all of your transactions by clicking the "Recent" option in the top menu.


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


  34. What is the exchange rate when purchasing minutes?
  35. 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.


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


    Security and Privacy


  38. Is my credit card and email information secure?
  39. 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.