What happens if I recharge the wrong number or account?
At Fonoma, all recharges are processed immediately once the payment is confirmed. This means that if you enter an incorrect Cubacel phone number or Nauta account, the recharge cannot be canceled, modified, or recovered.
Recharges are credited directly with the operator in Cuba. Once the information is sent and confirmed, there is no technical way to reverse or redirect the balance.
Why a recharge sent by mistake cannot be recovered
Fonoma uses an automated system that validates and sends recharge details in real time to Cubacel or Nauta. Once the operator confirms the transaction:
The balance is credited instantly to the specified number or account.
There is no technical option to cancel, redirect, or recover the amount.
The operator does not allow refunds or transfers of already credited balances.
For this reason, reviewing all details before confirming payment is essential to avoid losses.
Fonoma cannot modify recharges that have already been processed by ETECSA, even if the mistake was caused by a typing error or confusion with saved contacts.
How to avoid mistakes when sending a recharge
Follow these recommendations before confirming your payment:
Double-check the phone number or Nauta account you are entering:
Mobile recharges: the number must have 8 digits and start with 5 or 6 (e.g.: 5 XXX XX XX).
Nauta recharges: the email must end in @nauta.com.cu or @nauta.co.cu.
Make sure the saved contact name matches the correct person.
If you recharge that contact frequently, send the recharge again from your recharge history.
Always review the checkout summary before completing payment.
Fonoma automatically includes Cuba’s +53 country code. Do not add it manually, as it is already configured to prevent formatting errors.
What to do if you already sent a recharge to the wrong destination
If you have already completed a recharge to the wrong number or account:
Check your confirmation email and your recharge history in Fonoma.
If you confirm that the number or account was incorrect, contact Fonoma support as soon as possible.
Although the operator does not allow reversals, our team can verify the recharge status and guide you on possible next steps.
In some cases, it may be possible to recover the balance with the cooperation of the recipient in Cuba. For mobile recharges, the person who received the balance can transfer it back by dialing:
*234*1*RECEIVER NUMBER*PIN*AMOUNT# and pressing Call.
This option depends entirely on the recipient’s availability and willingness to transfer the balance.
Here you’ll find everything you need to know about balance transfers. Keep this information as a reference to help avoid future mistakes.
FAQs about sending a recharge to the wrong destination
Can I recover my money if I recharged the wrong number or Nauta account?
No. Once the recharge is credited, it cannot be recovered. The balance remains on the line or account that received it.
Can Fonoma cancel a recharge after I’ve paid?
No. Recharges are processed in real time and cannot be stopped once the payment is made.
Can I contact ETECSA directly to request a refund?
ETECSA does not issue refunds for international recharges. Fonoma confirms transactions with them but cannot reverse them.
How can I avoid errors in future recharges?
Always verify the number or email before paying and use the saved contacts feature in your Fonoma account.
Does Fonoma verify numbers before sending a recharge?
The system validates the format, but it cannot confirm whether the number or account belongs to the intended person. That verification depends on the user.