Skype Help

    Troubleshooting Skype subscriptions

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    Check for your problem in the table below to find why your subscription isn't working for you:

    Problem Resolution
    When I try to make a call, I get a message saying “You just tried to call a number”

    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.

    When I try to make a call, I get a message saying “Your subscription doesn’t cover this number”
    1. Do you have more than one Skype account?
      Make sure you’re signed into the correct account and the subscription wasn’t purchased using a different account.

    2. 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:

      Note: If you are on an iPhone or iPad and don't have the Account details section, you may need to clear the history and cookies on your device and sign in again.
      • Is your subscription active?
        All your active subscriptions are listed here. If you find 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?
        Select the subscription name to verify what’s included. Need to change or cancel your subscription?
         
      • Have you used up all your minutes?
        If your minutes run out, you’ll need to purchase some Skype Credit or a different subscription to continue making calls.
    When I try to make a call, I get a message that says “Account blocked”

    We may suspend your account temporarily if there are payment issues, which means you won’t be able to use paid services. Learn more.  

    I purchased the wrong subscription. Can I change it?

    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.

    I purchased a subscription, but didn’t get a confirmation email

    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.

    Note: If you are on an iPhone or iPad and can't find the product you want to purchase, you may need to clear the history and cookies on your device and sign in again.
    Why was I charged for a free trial?

    When you sign up for a free trial, Skype authorizes a small charge to 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.