Hi Alexander,
We've already escalated this to the relevant team, but i order to determine the exact reason of what's causing this issue, we'll need your cooperation. As much as we would like, we cannot fix the issue immediately before we have all the information available and this is why we kindly ask you try to make a top up again in 48 hours and if it doesn't work, contact us again so we can check this further with our senior team.
Thank you for your understanding! 🙏🏻