Why isn't my subscription working?

The following information provides answers to the most common questions about problems you may have when using Skype subscriptions.

Before proceeding further, check the following:

  • Is the number you’re calling in the geographical area covered by your subscription?
  • Is the type of the number you’re calling (landline, mobile or both) covered by your subscription?
  • Is your subscription active and do you have available minutes to call?
  • Do you have Skype Credit to call geographical areas that are not covered by your subscription?

The balance that you see in Skype relates to Skype Credit, not your subscription.

The Skype Credit balance in Skype.

Buying a subscription doesn’t add credit to your Skype Credit balance but provides you with calling minutes.

To see your subscriptions, sign in to your account on the Skype website. The subscriptions are listed on the left of the account page:

Two calling subscriptions displayed on the left of the Skype account webpage.

If your account doesn’t show a subscription you’ve purchased, you can easily check the payment status on the same page:

Under Account details, select Billing & payments > Purchase history. If your order doesn’t have a status of Delivered, refer to this FAQ for help.

If your order has a Pending status for a long time, we recommend that you contact Skype Customer Service.

If your subscription doesn’t appear in your order history, it may be that you’ve made the purchase on a different Skype account. You can check the Skype Name you used to buy the subscription in the confirmation email we sent you.

To check what your subscription includes:

  1. Sign in to your account, select your existing subscriptions on the left of the page, then select Settings next to the subscription you want to check.

    The Settings option next to the calling subscriptions for New Zealand and United Kingdom on the Skype account webpage.

  2. Details of the subscription are displayed.

    Description of the calling subscription for United Kingdom on the Skype account webpage.

Need help with making a call? Check out this troubleshooting guide.

If your premium subscription is active, but you were charged Skype Credit for the calls you made, the reason might be one of the following:

  • In most countries, you can only call landline numbers. To check which countries also include calls to mobiles, click See countries you can call under Unlimited calls on the Premium webpage.

    If calling mobiles in a selected country is not covered by your premium subscription, we recommend that you check our pay-monthly subscriptions. In the search box, enter the country you’d like to call mobile numbers in, then scroll down to the Calling landlines and mobiles section.
  • You’re making calls to a country you didn’t select for unlimited* calling when you purchased Skype Premium.

*A fair usage policy applies.

Learn more about Skype Premium.

You won't be charged for making a call to a mobile (or landline if included in your subscription) in a country covered by your active subscription.

If you’ve been charged Skype Credit for a call, it is for one of the following reasons:

Problem Resolution
The number you called was in a country not covered by your subscription.

Check which countries are included – for example, not all European countries are included in a Europe subscription. Sign in to your account, click your existing subscriptions on the left, then click Settings next to your subscription. The countries included in the subscription are displayed. If the country you want to call is not included, you may want to consider buying another subscription.

The number you called was in a city not covered by your subscription.

Check which cities are included in your subscription. For some subscriptions, only certain cities are included. Sign in to your account, click your existing subscriptions on the left, then click Settings next to your subscription. The cities included in the subscription are displayed.

The call was to a mobile number not included in your subscription.

Check if your subscription covers calls to mobile numbers. Sign in to your account, click your existing subscriptions on the left, then click Settings next to your subscription. The information is displayed. If your subscription doesn’t cover calls to mobiles, you may want to consider buying another subscription.

The number was a special, premium or non-geographic number.

Calls to service, special, premium and non-geographic numbers are excluded from our subscriptions and will be charged at our standard rates.

Learn more about shared cost numbers.

You have a limited subscription and have used up all of your minutes.

If you use up your minutes allowance, you'll be charged Skype’s standard rates until your minutes are reset the following month. You may want to consider buying an unlimited subscription.

You bought an identical subscription to the one you already have (that is, the same country and the same number of minutes), and you have used up all the minutes in the first subscription but its billing period hasn’t come to an end. If you use up your minutes allowance, you’ll be charged Skype’s standard rates until your minutes are reset the following month. The second subscription will become active only when the billing period for the first subscription ends.

If you need more minutes urgently, we recommend that you buy a subscription for calls to the same country but with a different number of minutes, or consider buying an unlimited subscription.

Learn more about multiple subscriptions.
You are using a different account from the one you used when you bought the subscription.

If you have more than one Skype account, or if you share your computer with someone who also has a Skype account, check that you are signed in with the same Skype Name you used to buy the subscription. Click Skype > Sign Out, and then sign back in using the Skype Name and password for the account you used to buy the subscription.

If you have an active subscription but are unable to make a call, it is most likely due to one of the following:

Problem Resolution
The number you’re trying to call is in a country not covered by your subscription, and you don’t have any Skype Credit.

Check which countries are included – for example, not all European countries are included in a Europe subscription. Sign in to your account, click your existing subscriptions on the left, then click Settings next to your subscription. The countries included in the subscription are displayed. If the country you want to call is not included, you may want to consider buying another subscription or some Skype Credit.

The number you’re trying to call is in a city not covered by your subscription, and you don’t have any Skype Credit.

Check which cities are included in your subscription. For some subscriptions, only certain cities are included. Sign in to your account, click your existing subscriptions on the left, then click Settings next to your subscription. The cities included in the subscription are displayed. You may want to consider buying some Skype Credit.

The call is to a mobile number not included in your subscription, and you don’t have any Skype Credit.

Check if your subscription covers calls to mobile numbers. Sign in to your account, click your existing subscriptions on the left, then click Settings next to your subscription. The information is displayed. If your subscription doesn’t cover calls to mobiles, you may want to consider buying another subscription or some Skype Credit.

The number is a special, premium or non-geographic number, and you don’t have any Skype Credit.

Calls to service, special, premium and non-geographic numbers are excluded from our subscriptions.

You have a limited subscription and have used up all of your minutes, and you don’t have any Skype Credit.

If you use up your minutes allowance, you'll be charged Skype’s standard rates until your minutes are reset the following month. You may want to consider buying an unlimited subscription or some Skype Credit.

You’re using a different account from the one you used when you bought the subscription.

If you have more than one Skype account, or if you share your computer with someone who also has a Skype account, check that you are signed in with the same Skype Name you used to buy the subscription. Click Skype > Sign Out, and then sign back in using the Skype Name and password for the account you used to buy the subscription.

Your account is blocked.

If your account is suspended, you'll see a message “account blocked” when you try to make a call. Get help with recovering your account.

If your question isn’t answered here, browse these frequently asked questions.

If none of the above applies, check these other reasons you may be having trouble calling a mobile or landline.

Get help with cancelling your subscription or Skype Premium.

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Did you know you can make video calls with three or more people anywhere in the world with Skype Premium? Find out more.

How else can we help?

You can always ask your question in our community, or if you have some feedback that could help us improve this FAQ, you can leave it below. Learn more about getting support for Skype.

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 below.

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