What to Do If Your Balance Doesn't Increase After Topping Up at the Kiosk?

Step 1 - Ensure you have correctly followed the top-up process. After completing your top-up transaction at the kiosk, take a moment to check the screen and please wait for a beep sound before removing your card. If your balance remains unchanged , proceed to the Finance Service Counter staff @ APU Level 3. Report the issue to the cashier on duty.

Before reporting the issue, ensure that you take a photo of the kiosk screen to provide further evidence.

Step 2 - When reporting the issue to the cashier, provide them with the following information:

Your full name and student ID number.
The date and time of the transaction.
The kiosk location where the transaction took place.

Step 3 - The cashier will record the case and initiate an investigation. You may be asked to complete a brief incident report form to provide more details about the issue.

Step 4 - Once the investigation is complete, the cashier will inform you of the resolution. If the issue was a genuine error, your balance will be updated accordingly.

To prevent similar issues in the future, double-check the following when using the kiosk for top-up:

Follow the on-screen instructions carefully.
Verify your top-up balance to match the amount you added for the top-up.