LX LOADS/LOADWALLET FAQs

What are LX Loads?

LX Loads are LoadXtreme Loads. You may also refer to it as 'load wallet' credits. You can use your LX Loads or load wallet credits to ‘retail’ all listed prepaid products. Each time you retail or sell products, the corresponding WSR (wholesale rate) amount of the products will be deducted from your load wallet balance. You may replenish your LX loads by purchasing load wallet credits from your Dealer or depositing payments to VMobile accredited banks or bills payment facilities where available. For load wallet replenishment details, click here.

How do I dispense brand-specific prepaid loads to my customers?

You can dispense brand-specific loads to your customers using the LX LOAD command. Please refer to SMS commands section of the online FAQs.

I received a successful loading notification from the system but my customer did not receive the Prepaid Product (PIN-Based, OTA, Insurance). What should I do?

These problems may be caused by telco congestion. Do not send another set of LX LOAD command. By sending an LX RESEND command to the system, you may be able to resend the PIN based products to your customer. Please refer to SMS commands section of the online FAQs. If your LX RESEND command doesn’t work, please notify our Customer Service immediately.

My customer received an error when loading the PIN I dispensed, what should I do?

Re-check the product code you used when you requested the load. You can refer to the LoadXtreme Product and Loading Guide included in your Retailer Kit. If you’re sure that the product code you sent and that the parameters you used are correct, call the Customer Service Hotline of the telco operator (included in the Product Guide) and ask for help. Usual errors received during PIN loading are problems related to the operator's own system. However, if their customer service assistants advised you that the load PIN you received are invalid or already used by another subscriber, you can notify LoadXtreme Customer Service to assist you. Here are some steps that must be taken first before calling any customer support:

• Check the balance of your customer. The PIN may have been loaded already by the same customer.
• Make sure the product requested matches the service provider.
• Check the manner how the PIN is being loaded by the customer.
• Double check the PIN forwarded by the system (There might be an error in copying).
• Check for possibility of the PIN being loaded by other persons other than your customers by asking the customer if they have forwarded the PIN to other users.

Loading sometimes take too long. Why does this happen?

These problems may be caused by telco congestion during peak hours, especially during holidays. Do not send another set of LX LOAD command.

How do I replenish my LX load wallet?

There are various ways. (1) You can ask from your Dealer to replenish your account. The Dealer may charge not more than 1% of the credit amount as service fee. (2) You can transfer payment to VMobile via Union Bank Bills Payment facility. (3) You can send payments to VMobile Technologies by depositing desired amount to VMObile's accredited banks. Please refer to your Retailer Manual for more information on these banks.

I have already deposited/transferred payments to VMobile’s bank accounts, but I have not receive my load yet. What should I do?

Check if you have already notified VMobile head office of your payment. Notification is being done by sending the necessary LX RELOAD command to the system. Once the notification is sent, your account shall be replenished as soon as your deposit has been verified. Take note that posting period of your deposit varies depending on bank policies. Please refer to SMS commands section of the online FAQs for the proper command format.

What do I do if a LoadXtreme accredited establishment doesn’t recognize or accept my subscription ID card?

Call our attention immediately. Contact LoadXtreme Customer Service Hotline.