Payments
Payment methods, currency, and failed payments.
This section answers payment questions directly — from which methods are accepted, through the currency shown against the currency actually charged, to what to do when a payment fails or a bank declines a transaction despite having enough funds. It is kept separate from refunds, which carry their own conditions in a different category.
Many payment problems actually originate on your own bank's or card issuer's side, not in our system. This page is clear about which part sits within what we control, and which part needs a direct conversation with your bank to resolve.
Payment methods accepted
The list of methods actually live appears at checkout and depends on the payment gateway connected at that moment. Our system supports credit and debit cards, plus local methods such as PromptPay, Apple Pay and Google Pay, when the connected gateway offers them.
If the method you want to use does not appear at checkout, it means the gateway connected at that moment does not offer it — this is not a restriction on your particular card or account. Choose from whichever methods are actually shown instead.
Displayed currency versus the currency actually charged
The site shows prices in the currency you have chosen, for easier comparison while browsing, and remembers your choice for next time. The actual charge, though, follows whichever currency is stated on the checkout page at the moment you confirm, not the display currency shown while browsing plans.
If the charged currency differs from your card's own currency, your bank or card issuer may add its own conversion charge at its own rate — a cost that we neither set nor receive any share of.
Why the amount your bank charges can differ slightly from what the site showed
The price shown on the site is converted from the base price using the latest exchange rate our system holds at that moment. The amount your bank finally charges is calculated from the card issuer's own rate at the moment the charge is captured, and the two moments and the two rate sources do not have to match exactly.
The normal gap from this is usually small and comes from the different timing of exchange rates, not from a billing error. If the gap you see looks unusually large compared with the displayed price, keep a screenshot of both sides and contact the team so it can be looked into.
Extra identity verification from your bank
Some payments require an extra identity check from the card-issuing bank, such as a one-time password or approval through the bank's own app. This is the bank's own safeguard against unauthorised card use, and it happens on their side, not as a step in our system.
If you are abroad and cannot receive an SMS code because your original number has no signal at that moment, try approving through your bank's own app instead, or switch to a different payment method that does not depend on an SMS code.
What to do when a payment fails
A failed payment can come from several causes, from a bank blocking a foreign transaction, to a temporary shortfall on the card, to a brief connection hiccup during checkout. The steps below are what to do before trying again.
- 1Check whether anything was actually chargedOpen your banking app or card history to see whether anything is pending or already charged, before deciding what to do next.
- 2If nothing shows as pending, retry onceTry the same card or method once more, only after confirming nothing was already charged.
- 3If it fails again, switch payment methodMove to a different card or another method shown at checkout, rather than repeating the same one.
- 4If it still fails, contact your own bankYour bank can see the reason for the decline that we cannot; contacting them directly usually resolves it faster than repeated retries.
A pending hold on your card even though the order did not go through
If an amount shows as pending on your card but your order shows as unsuccessful, that is only a temporary hold on your credit limit, not an actual charge. We never capture a payment for an order that did not succeed, under any circumstance.
The hold is released by your own bank on its own schedule, which can take a few business days. If it takes longer than your bank normally states, tell us with the order number and we will send you evidence that no actual charge occurred, for you to take to your bank.
Payment status and eSIM issuance are two separate things
A successful payment only means the money has gone through. Issuing the eSIM profile is a separate step, in which the system still has to request it from the supplier. Your order page shows both statuses clearly and separately.
If the profile-issuance status stays at 'processing' longer than the order page states, contact us rather than placing the order again. We will check with the supplier and issue a refund if the profile genuinely cannot be produced.
The bank declines the payment although you have enough funds
This is usually caused by the card-issuing bank's own risk-detection system, especially for cross-border transactions or ones requiring extra verification, and that judgement call belongs to the bank, not to us.
We cannot see the bank's precise reason for the decline, since that information sits with the card issuer alone; all our system sees is that the transaction did not succeed. Contact your bank to approve the transaction or lift the block before trying again.
Receipts and tax invoices
The order confirmation email works as proof of payment on its own, covering the amount, the date, and the item purchased, which is enough for general expense claims in many cases.
If you need a document in a company name or a specific format, such as a full tax invoice stating a tax identification number, contact us with the order number and every detail that must appear on it, and we will issue it accordingly.
Placing the same order twice by accident while trying to pay
Our system guards against a duplicate submission within the same checkout attempt, but if you close the page and start a fresh order from scratch because you thought the first one had failed, both attempts are recorded as two genuinely separate orders, exactly as they happened.
If this happens, contact us at once with both order numbers, and do not install the profile from the unwanted one first, since more options remain open for as long as it stays uninstalled.
Common payment symptoms
| Symptom | Likely cause | What to do |
|---|---|---|
| Payment succeeded but the QR has not arrived | Payment and profile issuance are separate steps; the profile may still be requested from the supplier | Check the order page's status first; if it stays stuck longer than stated, contact us rather than ordering again |
| Charged twice for what feels like one order | May be two genuinely separate orders from restarting checkout after assuming the first attempt had failed | Contact us with both order numbers; do not install the profile from the unwanted order yet |
| The amount in the banking app differs slightly from the site's price | A gap from the exchange rate the bank applied at the moment of charge, different from the rate the site used to display the price | If the gap looks unusually large, keep screenshots of both sides and contact us |
| The bank keeps declining the transaction on repeated attempts | The bank's own risk-detection system, especially for cross-border transactions | Stop retrying and contact the bank first, to avoid the card being temporarily blocked |
Before you click pay, check these
- The currency shown on the checkout page at the moment of confirming, not the one shown while browsing
- Whether your card is already enabled for foreign transactions, especially if you have never paid cross-border before
- Whether you can receive a verification code from your bank at that moment, such as having signal for SMS or being able to open the bank's app
- A backup payment method, in case the first one does not go through
- Any accounting document need, such as a tax invoice, raised with the team at the outset rather than after paying
FAQ
Which payment methods are accepted?+
The live list appears at checkout and depends on the connected gateway. The system supports credit and debit cards, plus local methods such as PromptPay, Apple Pay and Google Pay, when the connected gateway offers them.
Which currency will I actually be charged in?+
The site displays prices in the currency you select for convenience, but the actual charge follows the currency shown at checkout. If that differs from your card's currency, your bank or card issuer may add its own conversion charge at its own rate.
Why does my bank ask for extra verification when I pay?+
It is the card issuer's identity check against unauthorised use, and it happens on the bank's side, not ours. If you are abroad and cannot receive the SMS code, approve it in the bank's app instead, or switch payment method.
My payment failed but I see a pending hold on my card — will I be charged twice?+
No. The hold is only a temporary reservation on your credit limit, not an actual charge. We never capture payment for a failed order; the hold is released by your own bank on its own schedule.
My bank declined the payment even though I have enough funds — why?+
This is usually the bank's own risk-detection system, especially for cross-border transactions or ones needing extra verification. We cannot see the precise decline reason, since that sits with the card issuer, so contact your bank to approve it and try again.
Can I get a tax invoice in my company's name?+
Yes. Contact the team with the order number and every detail that must appear on the document, such as the company name and tax identification number, and it will be issued accordingly.
Common questions in this section
My payment failed+
Try again with the same card after confirming your bank is not blocking international transactions, or switch method. If an amount shows as pending but the order did not complete, the hold is released by your bank on its own schedule and we do not capture it.
Which payment methods do you accept?+
The live list appears at checkout and depends on the connected gateway. Our system supports credit and debit cards plus local methods such as PromptPay, Apple Pay and Google Pay when the connected gateway offers them.
Can I choose my currency, and what am I charged in?+
You can change the display currency at any time and we remember it. Displayed prices are converted from the base price using the latest rate we hold; the amount your bank finally charges can differ slightly because of your card issuer's own rate.
Which currency will I be charged in?+
The site displays prices in the currency you select for convenience, but the actual charge follows the currency shown at checkout. If that differs from your card's currency, your bank or card issuer may add its own conversion fee at its own rate, which we neither set nor receive.
Why does my bank ask me to verify the payment?+
It is the card issuer's identity check against unauthorised use, and it happens on the bank's side rather than ours. If you are abroad and cannot receive the SMS code, approve it in the bank's app instead, or use another payment method.
Payment failed. Should I try again straight away?+
First check whether anything was charged. If not, retry once. If it fails again, change payment method or contact your bank rather than retrying repeatedly.
My bank declined the payment although I have funds+
Usually the bank's own risk checks, especially on cross-border payments or ones needing extra verification. Contact your bank to approve it, then try again.