I paid with my Neosurf ticket but the merchant site has not credited my account
In your 'account menu', please verify the history of your ticket. - If your payment does not appear, then your ticket has not been charged ,you can pay again. - If your payment appears, then copy the transaction number and send it to merchant website as proof of your payment.
The balance of my Neosurf ticket is zero
In your 'account menu', please consult the history of your ticket. A transaction should appear showing that your ticket has been debited.
The merchant website is not accepting my Neosurf ticket
You probably have a Neosurf Minor ticket and the website where you want to pay is for adults. In this case you can buy another Neosurf voucher for adults and transfer the balance of your Neosurf minor ticket to it('Transfer credit').
I am an adult but I have bought a Neosurf Minor ticket in error
In this case you can buy another Neosurf Major ticket and transfer the balance of your Neosurf Minor ticket to Neosurf Major ticket ('Transfer credit'). You will get a Neosurf Major ticket with the combined credit.
I want a refund of my Neosurf ticket
You can pay in one of our many other partners or you can request a refund by bank transfer (fee payable for each Neosurf ticket). To do this, create yourself a www.myneosurf.com account, then credit it with your tickets, then click 'Refund' and then enter your bank details.