| Problem | Resolution |
| I paid for the product, but my account balance isn’t updated, and I can’t make calls | Make sure the product you ordered has been delivered to your account. You can check your purchase history and account balance to do so. Learn why your account hasn’t been updated, or find out why you can’t make any calls. |
| I have an active subscription, but I was charged from my Skype Credit | If you’re charged for a call from your Skype Credit even though you have an active subscription, find out what your subscription covers exactly, and choose one of the suggestions from the table to resolve the problem. |
| I was charged twice for a product | Make sure the payments were made for the same product. If so, please contact customer service to get a refund for the extra purchase. |
| Payment fails when I’m trying to make an order | There are several reasons your payment might fail: |
| I get a message saying "This order is not found or already exists..." | Delete your browser cookies and try again. |
| I am using an anonymous proxy | As a fraud prevention method, we do not allow purchases made via an anonymous proxy or proxy-server.
Try using another computer to make your purchase, or contact your internet provider for further assistance. |
| My credit/debit card has been charged, but I haven’t made an order | Your credit/debit card might have been charged for one of the following reasons: - It’s a recurring payment.
- Your card provider participates in an Account Updater program.
- Your account might have been used fraudulently.
Learn more about privacy and security. |
| I can’t add a new credit card to my account when making an order | For security reasons, we limit the number of active credit cards you can store in your account. |
| I’m getting a refund I didn’t ask for | This might have happened because you have tried to fund more than two Skype accounts with your credit card. To protect against fraud, you can only fund two Skype accounts per credit card. Try the payment again using a different credit card. |
| My account has been disabled after placing an order | Your details may have fallen into the wrong hands. If we suspect this has happened, we might suspend your account as a precaution. |
| I was emailed a discount but it was not applied in the payment flow | Most likely, the promotion has already expired, or you have more than one Skype account and the offer is for a different account. Check the discount email to see if the Skype Name and/or Terms and Conditions apply to your specific Skype account. |
| I can’t redeem my voucher in the payment flow | Always make sure that your voucher is valid and that you enter the number and value correctly, without spaces or hyphens. To find out what vouchers are available in your country, check out our list of places you can buy Skype vouchers. |
| My subscription has expired and I can’t subscribe to the same package | If your subscription expires and you're unable to purchase the same one, you will need to purchase a new one of a different type. |
| My Skype Number expired, how do I get it back? | Your Skype Number is reserved on your account for 90 days after it expires. You can renew your Skype Number subscription from your account and it will be reactivated as soon as your payment is processed. |
