Payment problems
Declined cards, charges you did not expect, and payments that failed halfway.
Why was my card declined?
A payment can be declined by your bank, the payment processor or security checks. The error shown at checkout is the best starting point. Check before retrying - Confirm the card details, expiry date and billing information. - Check available funds and whether online or international payments are allowed. - Open your banking app if the payment needs approval. - Check Orders and your bank statement so you do not pay twice. If no payment succeeded, retry once or choose another method offered at checkout. Avoid repeated attempts, which can create holds or trigger additional checks. If bank approval failed, see "The bank verification step failed". If money appears to have been taken, see "The payment failed but I was charged". For help, send the error text, attempt time, amount and currency. Only provide the last four card digits if requested, never the full number or security code.
The bank verification step failed
Your bank may ask you to approve a payment in its app or verification screen. An incomplete approval can leave checkout unfinished. What to try 1. Open your banking app and look for the approval request. 2. Check your connection and finish any instructions on the verification screen. 3. Return to SimFuse and check the order status before starting another payment. 4. If the first attempt failed, retry once using a supported browser or the SimFuse app. If a verification screen will not load, try another trusted connection. You can temporarily disconnect a VPN to test, then restore it. Do not disable security software or share bank approval codes with support. If the bank keeps refusing verification, contact the bank or use another payment method offered at checkout. See "The payment failed but I was charged" if the attempt appears on your statement.
The payment failed but I was charged
A failed checkout screen does not tell you whether the payment failed. Your bank may show a pending hold, a completed charge or a payment awaiting an update. Check both sides 1. Open Orders in SimFuse and check the purchase and delivery status. 2. Check whether the bank entry is pending or settled. 3. Note the amount, currency and time. Do not pay again while the result is unclear. Pending hold A hold reserves money without necessarily completing the charge. Depending on the order, it may be captured later, cancelled or expire. The bank controls when a released hold disappears from your available balance. Settled charge but no eSIM Contact support with the order reference and payment details. We will check delivery and the payment before confirming whether it needs completion, a refund or another action. A bank entry alone does not establish the outcome. If a refund has already been issued, its arrival depends on the payment method and bank. Do not submit a second cancellation just to ask about refund progress.
There are two charges on my statement
Two bank entries can be separate payments, a pending hold and a settled charge, or a payment and an adjustment. Compare their status with Orders before buying again. What to check - Are both entries settled, or is one still pending? - Is there one order or more than one? - Do the amounts and currencies match? - Did you buy a top-up or add more than one plan? If two settled charges appear to belong to one purchase, contact support so we can check the payment records. If you placed two orders, tell us which eSIM you want to keep and avoid using the other while its cancellation eligibility is checked. Different amounts are not automatically an exchange-rate difference. Your bank may also list fees or adjustments separately. Send the dates, amounts, currencies and order references. Redact unrelated transactions and full card details from screenshots. We will confirm any refund after checking the records.
My bank added a foreign transaction fee
Your bank may charge a foreign-transaction or currency-conversion fee separately from the SimFuse purchase. Compare the checkout total, receipt and bank entry to identify the difference. Before paying Check the currency and final total shown at checkout. Selecting your card's currency may avoid currency conversion, but some banks still charge a fee for a foreign merchant. Your bank sets its own rates and fees. Ask the bank about charges it added; SimFuse cannot reverse a bank-imposed fee. Wallet funding and crypto payments can have their own fees or conditions, so they are not a guarantee of a fee-free purchase. If the amount SimFuse charged differs from the agreed checkout total, contact support with the order reference, amount and currency. See "I was charged in a different currency than I expected".
I was charged in a different currency than I expected
Check the currency and final total at checkout before confirming payment. That is the amount to compare with your SimFuse order, even if your bank displays it in another currency. Change the display currency Use the currency setting in the app or website before purchasing, then review the checkout again. Changing a preference does not change an existing order or refund. Why your bank may show another amount The bank may apply its own exchange rate and fees when the charge currency differs from your card's currency. Settlement can also happen after the purchase date. See "My bank added a foreign transaction fee". Ask us to check If your order differs from the total you confirmed, send support the order reference and both amounts with their currencies. Redact full card details and unrelated bank entries from screenshots.
Apple Pay or Google Pay did not go through
Apple Pay and Google Pay availability depends on the checkout, device, browser, region and supported card. Use them when they are offered on the payment screen. If payment fails 1. Check Orders before trying again, because the payment may have completed even if checkout did not update. 2. Check the card in your device wallet and any bank approval request. 3. Ensure the device and browser are up to date and your connection works. 4. If the attempt failed, retry once or choose another method offered at checkout. A direct card payment and a device-wallet payment can be checked differently, so one succeeding does not prove the other is broken. If a charge appears without a completed order, see "The payment failed but I was charged". Contact support with the error, device, browser or app version, and approximate attempt time. Never send your wallet passcode or card security code.
My payment keeps failing: what to try next
First check Orders and your bank or payment app. Do not keep retrying if an earlier attempt may have succeeded. If the attempt failed 1. Read the checkout error and check the payment details. 2. Complete any approval in your banking app. 3. Check available funds and online-payment permissions with your bank. 4. Try a stable connection and an up-to-date browser or app. 5. Retry once, or choose another payment method shown at checkout. A wallet balance or crypto payment can also be subject to limits and checks. Changing payment method is not a way to bypass an account restriction. Contact support Send the attempt time, amount, currency and error text. Mention if you are already travelling. Do not send full card numbers, bank approval codes or wallet recovery phrases. If an attempt appears as a charge, see "The payment failed but I was charged" before paying again.