Help Windows Desktop

Troubleshooting Skype subscriptions

Try checking the following subscription details to see why your subscription isn't working for you:

  1. Check the number you’re calling.
    Make sure you’ve entered the number correctly. Remember to select the country you're calling from the drop-down, or enter a “+” and then the country code.

  2. Do you have more than one Skype account?
    Make sure the subscription wasn’t purchased using a different account.

  3. Sign in to your account and in the Account details section at the bottom of the page, select Purchase history to check a few things:
     
    • Is your subscription active?
      You’ll see all your active subscriptions listed here. If you see a subscription in your purchase history but the status is something other than Delivered, refer to this page for help with other order statuses.
       
    • Is the number you're calling covered by your subscription?
      Click the subscription name to verify what’s included.
       
    • Have you used up all your minutes?
      You can still continue to make calls, you’ll just need to purchase some Skype Credit or another subscription if your minutes run out.
       
    • Did you buy the same subscription twice?
      If you use up your minutes and buy the same subscription again, the second subscription will only become active when the first one reaches its expiry date.
       

If you didn’t receive a confirmation email, don’t worry - the subscription appears in your account as a delivered order. To check your order history, sign in to your account and in the Account details section at the bottom of the page, click Purchase history to view your active subscriptions.

You can’t switch subscriptions or change your subscription to Skype Credit. However, you can cancel your subscription at any time and buy as many new subscriptions as you like.

We may suspend your account temporarily if there are payment issues, which means you won’t be able to use paid services. If this happens, you’ll need to reset your password (and if your Skype account is linked to a Microsoft account, you should also change your Microsoft account password). When you’ve done that, contact Customer Service using live chat and we’ll help get you back up and running.

To start a live chat, go to this support request page, choose Account and password and Cannot access paid services then click Next. Select Text chat support to chat with our team.

When you sign up for a free trial, Skype authorizes a small charge your credit card or PayPal account to verify your identity and that the payment method is valid. Don’t worry – you won’t pay this amount. You will see this as a pending transaction on your bank statement and the charge is cancelled as soon as your payment method is validated.

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Important : Do not enter any personal information (such as your Skype Name, email address, Microsoft account, password, or real name or phone number) in the field above.

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