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The payment was declined

Declines come from your bank, not from us, and the checkout page shows the reason it gave. The usual ones:
  • Insufficient funds or a daily limit. Try another card.
  • Your bank blocked it as unusual. Overseas-sounding purchases sometimes trip fraud rules. Approve it in your banking app if you’re asked, or ring the bank, then try again.
  • A 3D Secure check didn’t complete. Some banks send a code or an app notification to confirm the payment. If you closed it or it timed out, start the checkout again.
  • Card details. Expiry date, CVC and the billing postcode all have to match.
Nothing is charged for a declined payment, and no order is created. Once the payment succeeds, your eSIM is provisioned as normal.

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I see a charge but no eSIM

Check I paid but can’t see my eSIM first: the order may be under a different sign-in, or still setting up. If your eSIM’s status is Failed, we refund you in full without you needing to ask; contact us if you’d rather we set it up again.

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I see two charges

Most “double charges” are one real payment plus a temporary authorisation hold from a failed or repeated attempt. Holds show as pending and drop off your statement within a few business days without you doing anything. If both charges settle and you only have one order, that’s a genuine duplicate and we refund it in full. Contact us with the email you paid with, the amounts and dates, and your order number if you have it.

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A charge I don’t recognise

Roamly charges appear on statements as Roamly or HJ Atlas Pty Ltd. If you see one and didn’t buy anything, get in touch straight away with the amount and date and we’ll look into it.