How long does an Ortel Mobile top-up take?
During Monday to Friday office hours in München the workshop usually applies the top-up within a few minutes after the payment is accepted. Requests outside office hours queue and land in the next working morning.
Which cards work at the checkout?
Visa and Mastercard, issued anywhere. Cards with a lead digit 3, 6 or 35 (Amex, Discover, JCB) are declined before payment with a clear message.
Are there fees or hidden charges?
No. The amount you pay equals the amount that lands on the SIM. No handling fee, no surcharge for card type.
What if the money is taken but the balance does not appear?
Reply to the confirmation e-mail with the order id. If the top-up did not land on Ortel Mobile, the amount is refunded to the same card within a few working days. See the
refund page for the full policy.
Do I need an account?
No account, no login, no monthly fee. One request equals one payment; you use the site again only when you want to.
Is entering card details on the checkout safe?
Card details are entered only on payments.guthabenwerk.org, over TLS 1.3, and processed by a PCI-DSS compliant payment provider with 3-D Secure. This domain never sees or stores card numbers.
Can I get a refund?
Yes, in the cases listed on the
refund page: duplicate charge, top-up not applied on the operator side, or a typo in the number that we did not catch. Refunds go back to the same card.
How do I reach support?
Which prepaid numbers are supported?
Only Ortel Mobile prepaid numbers in the German format (+49 followed by 10 or 11 digits). Numbers on other networks or other countries cannot be processed here.
Where does the balance become usable?
On the same SIM you topped up. Whatever tariff Ortel Mobile has on that number is what the balance funds — calls, SMS or data in Germany and while roaming according to the operator's own rules.