> ## Documentation Index
> Fetch the complete documentation index at: https://support.onroamly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# My payment failed or I was charged twice

> Declined cards, 3D Secure checks, pending holds that disappear, and what to send us if you see two charges.

## 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.

## I see a charge but no eSIM

Check [I paid but can't see my eSIM](/troubleshooting/before-you-go/cant-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](https://onroamly.com/contact) if you'd rather we set it up again.

## 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](https://onroamly.com/contact) with the email you paid with, the amounts and dates, and your order number if you have it.

## 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](https://onroamly.com/contact) straight away with the amount and date and we'll look into it.