Frequently Asked Questions

Help for inquiries about sending recharges to Cuba

The following is a list of the questions that our clients ask us most. If you do not find the answers you need here, connect with us through our Live Chat by clicking on Support in the lower right corner of this page or send us an email to [email protected].

How much does it cost to recharge?

Select the amount you wish to pay (in Euros or Dollars) and the amount in Convertible Cuban pesos (CUC) will automatically appear, which will be recharged on the beneficiary's phone. Before paying you will be informed of the total recharge amount you are sending and the details of any other charges. These charges may belong to your card company and our online payment processing company.

Why can't I send a recharge to the phone number I want?

We test the telephone number that has been entered, to check the number with the operator and ensure that it can be correctly recharged. We do this to not charge you unless the recharge can be credited. If this occurs, you must verify that the number is correct and that you have chosen the correct mobile operator.

Where is my card data stored?

For security reasons we do not process payments directly. For payments by credit and debit card, we use the service of our bank and PayPal. These services are responsible for charging your card. We do not process or store your credit card numbers.

Why am I charged an online processing fee?

This represents a part of the charges we must pay in order to process your card online in the safest way possible.

What kind of cards can I use?

You can currently use VISA credit cards, VISA debit cards, VISA Electron cards, Delta VISA cards, MasterCard debit cards and MasterCard credit cards.

Why can't I change my email address?

The email address you registered with is the way we identify you and make sure you only have one account at www.recargasacuba.com. If you need to change your email address, simply email us at [email protected].

What can I do if I have mistakenly sent a recharge to the wrong number?

All transactions are final. Once the recharge is sent to a phone number, it is available for immediate use, so the credit cannot be returned or withdrawn. It is for this reason that you should always confirm that the phone number you are entering is correct.

Why is my payment / credit card not accepted?

There are several reasons why your card may not work on our website. The most common is because the bank does not allow us to process your card. In this case you should contact your bank to find out why they do not allow the transaction. We can also limit the number of payment attempts that can be made with your card. Trying again in a few days can solve this problem.

How long does it take to recharge and to get the notification message to the phone?

In a matter of seconds, using the payment option with 3DSecure (automatic recharge), and some hours for recharging by PayPal or credit cards not registered in the 3DSecure system.

Does the person who receives the recharge know who sent it?

The beneficiary of the recharge in Cuba will receive an SMS notifying them that they have been recharged. This SMS does not indicate the identity of the person who sent the recharge. If you wish to indicate to the person who has sent you a recharge you should contact them directly.

Help with my account on www.recargasacuba.com

Is my account information secure?

All confidential information is kept by our payment processors, who maintain the security of the data under the strictest requirements of Visa and Mastercard and includes PCI compliance. The terms and conditions and the privacy policy, which have been published on the website and that you agreed to when you registered, cover all our policies regarding your personal information. This includes that we will not disclose any of your data and will only use your email address to contact you about Ezetop (Ding*) services.

Are you going to charge me again in the future for something I didn't remember?

Of course not. We only charge at the time of the transaction (after entering your card details). There is no follow-up of recurring or other charges. Before you enter your details we will show you the total amount you will pay. This is the only charge you will see from Ezetop (Ding*).

How does “Resend” work in my Purchase History?

We keep a record of all the transactions you have sent. Click on "Resend" to send the same value to the same number.

How can I recover my password?

To recover your password click on this link https://www.recargasacuba.com/en/login and select "Forgot my password?" . Then enter the email address you registered with and select "Change my Password" . By clicking on this link, we will send the instructions to reset the password to the email address with which you are registered. Just enter your email address and click on the link that appears in the message sent by & nbsp; [email protected] . If you want to change your password click on this link https://www.recargasacuba.com/cuenta . In the "My Profile" section, select the "Change my password" access box. By clicking on this link, we will send the instructions to reset the password to the email address with which you are registered. You just have to enter your email address and click on the link that appears in the message sent by [email protected].          If you are already a customer of www.ding.com you must enter the password with which you are registered on this website.

I followed the instructions to retrieve my password, but did not receive the email.

If the email is not in your inbox we suggest you search the spam folder. If the email was not received and if it was sent from our page, then it may be that your Internet provider is blocking the emails. In this case you should contact your provider. Unfortunately we do not have the ability to recover your password, because for security reasons this must be done from your email address.

I have registered, but I have not received my activation email.

If the email is not in your inbox we suggest you search the spam folder. If the email was not received, please email us at [email protected] from the email address you used to register at www.recargasacuba.com and we will activate your account.

What should I do if I see Ezetop (Ding*) unauthorized charges on my card?

Ezetop (Ding*) does not have access to customer credit card details. This information is completely secure. Ezetop (Ding*) does not apply any unauthorized charges to any client account. If you see unauthorized charges from Ezetop (Ding*) you should contact your bank immediately, as it is likely that your card has been compromised elsewhere. Please, also notify us through our Live Chat by clicking on Support in the lower right corner of this page or send us an email to [email protected] to take appropriate measures.