| Problem | Resolution |
| I can’t use the payment reference number you supplied. | If for any reason your bank refuses the Skype payment reference number, or the reference number appears to be too long, try entering it in any available description or comment field.
If you still cannot use the Skype payment reference number, you will need to get Proof of Payment from your bank, then submit a support request to Skype Customer Service, asking us to match the payment to your order.
Alternatively, choose from one of the many other ways to pay. |
| I forgot to add the payment reference number when I completed my payment. | Your unique payment reference number is mandatory and extremely important. Without it, Skype cannot complete your order.
Get Proof of Payment from your bank, then submit a support request to Skype Customer Service, asking for us to investigate the issue. We will then attempt to locate the payment and match it to your order. |
| My bank has asked me for more details to complete payment. | Some banks require more detailed information to make the payment than we currently provide, such as an IBAN number for local payment. If this is the case, choose from one of the many other ways to pay.
Do let us know if you are asked for more detailed information by submitting a support request to Skype Customer Service, so we can update our processes accordingly. |
| I’ve placed a bank transfer by mistake. | Get Proof of Payment from your bank, then submit a support request to Skype Customer Service, asking us to investigate the issue. We will then attempt to locate the payment and either refund the overpayment to you or match it to an order. |
| My bank transfer payment has gone missing. | This may occur due to insufficient, missing or incorrect information supplied when you made the payment, for example the unique payment reference number was not included on the payment.
Get Proof of Payment from your bank, then submit a support request to Skype Customer Service, asking us to investigate the issue. We will then attempt to locate the payment and match it to your Skype account. |
| My order is still pending. | A Pending status on your Skype order means your payment has been submitted and is currently being processed. Your order will continue to have a status of Pending if: - You have not completed payment.
- The payment has not cleared yet. For one-off bank transfers, where you need to complete payment at the bank, the payment should be completed in 3 to 7 business days, depending on the banking system and country involved.
For online bank transfers, where you complete payment using the bank’s website, the payment should clear within 2 business days. In rare cases, it may take up to 4 business days. - We have not been able to match the payment to your order. This may have occurred due to insufficient, missing or incorrect information supplied when you made the payment, for example, the unique payment reference number was not included.
If you have not completed payment, we will not cancel the pending order. You will need to create a new order and pay for that one instead of the old order.
If you have completed payment and the order is still pending after 7 days, get Proof of Payment from your bank, then submit a support request to Skype Customer Service, asking us to investigate the issue. We will then attempt to locate the payment and match it to your Skype account. |
