Start with Billing and Messages
Select the correct SIM and check the amount, purpose, date and current status. Keep the order or payment reference if you need support.
Processing is not completed
A payment request, bank approval prompt or return to the account page is not always confirmation of a successful payment. Check the final status before trying again.
Refunds
A refund may be processing, completed or failed. A failed refund still needs attention: contact support rather than assuming the money is on its way.
Your bank may take additional time to display a completed refund. Ask support to check the recorded refund outcome and reference if the money has not appeared.
Something looks wrong?
Tell us the amount, date, affected SIM or order reference and the status shown. If your bank appears to show two charges, let us investigate both records before making another payment.
Do not send a full bank statement or full card details. If evidence is needed, we will explain how to provide only the relevant information securely.