Error message during TOP UP

Customer could not top up - failed with an error message displayed. 

Authentication 

Ask for Customer's Name, Email ID ,Mobile Number with the print screen of the error message 

Escalate to Tech Ops Team by filling all important tab. Set to high priority and set the ticket to on -hole 

If Top up under processing **

If PROCESSING: Advise to wait to confirm if its successful or not.
Debit/Credit Card (within 2-3 minute)
Online Banking (within 20-30 minute)
3) Send message to Setel + Kiple Team | via Slack | team-ops + #vendor-kiple-support respectively