25 € Top-Up Charged but Not Credited to Kanguru Livre XL

Hi,

I'm using a Kanguru Livre XL prepaid data SIM. On 09.06.2025, I topped up 10 €, and it correctly activated a 5-day unlimited internet package.

However, about 20 minutes later, I topped up another 25 € using my credit card. The amount was charged successfully (confirmed by my bank), but it has not appeared in my NOS account balance, even after several days. Also, no new data package was activated.

I now only see the original 5-day package from the 10 €, and my current balance still shows 0 € or only the usage from that package.

Can you please check this payment and help credit the 25 € to my account, or let me know how I can resolve this issue?

Thanks in advance for your support!

Português (tradução):

Olá,

Estou a usar um cartão pré-pago Kanguru Livre XL. No dia 09.06.2025, carreguei 10 €, e foi corretamente ativado um pacote de internet ilimitada de 5 dias.

No entanto, cerca de 20 minutos depois, fiz outro carregamento de 25 € com cartão de crédito. O valor foi cobrado com sucesso (confirmado pelo meu banco), mas **ainda não aparece no