What is the status of my order?

To check the order number and status of an order:

  1. Sign in to your account.
  2. In the Account details section, click Billing & payments > Purchase history.
  3. All of your orders are listed, and the right column shows the status of each order.

    The Purchase history section of the Skype account webpage displaying the list of orders.

The following table explains some of the order statuses you might see:

Status Description
Pending

This usually means your payment has been submitted and is currently being processed. For bank transfer payments, pending status means that the order has been created but payment has not yet been matched to it. When payment is accepted, the status will change to Delivered and your Skype account will be credited.

Credit card is the quickest way to pay and usually takes 15 minutes (but sometimes up to 24 hours) to process. The status will change to Delivered when payment is accepted, or Cancelled if payment is unsuccessful.

Bank Transfer payments can remain pending for 7-10 business days before crediting your Skype account.

If you paid through Skrill (Moneybookers), the order status remains pending until we have received your payment. Skrill may ask you for further verification and your order will remain pending until they receive all the necessary documentation. Your order status can remain pending up to a maximum of 14 days. After that, if no payment has been received, the order will be cancelled.

If you paid via PayPal using an eCheck or Internet Transfer, your order can remain pending for several days.

If you paid via PayPal and the funding source for the PayPal account is a credit card, if the order status is still pending after 24 hours, please contact Skype Customer Service.

Created

This usually means that your order hasn’t been finished yet. You have most likely initiated your purchase using a selected payment method but haven’t continued. Therefore, your order had been stopped before your payment actually reached the payment service provider.

Delivered

Payment has been accepted and the order has been credited to your account. You can start using your Skype Credit (or other Skype purchase) right away.

Cancelled

If your payment is cancelled, it is likely to be for one of the following reasons:

  • You have entered an invalid CVC (or other credit card validation code).
  • You have used the same credit card for more than two different Skype accounts.
  • Your payment was declined due to purchase limits
Reversed

Skype has very strict anti-fraud measures in place to protect our customers. If your order is reversed, the most likely reasons are that it has been flagged as fraudulent (or potentially fraudulent), or that Skype has refunded your purchase 1-4 days after the purchase was made.

If you paid by PayPal, the money is sent back to your PayPal account and no Skype Credit is added to your Skype account. It can take 5-7 business days for the money from the reversed order to appear back in your PayPal account.

If you paid by credit card, no funds have left your bank account so there is no money to return. Your order is effectively cancelled. 

Refused

If your order is refused, it means that most likely the payment was rejected by our payment provider, not by Skype. This can occur for a number of reasons, including:

  • Insufficient funds on your card or in your bank account to complete the transaction
  • Using an anonymous proxy to access the internet
  • Verified by Visa/MasterCard SecureCode failure
  • Purchasing from, or using a credit card issued in, a restricted country
  • Other unknown issues with your credit card details

Meanwhile, we suggest you try using another payment method to purchase Skype Credit.

It’s also possible that your payment has been refused by Skype because you have used the same credit card for more than two different Skype accounts. If this is the case, you can try using another credit card, use one of your other Skype accounts, or try a different payment method. 

If you require further information about your order status – for example, why an order was cancelled or refused – please contact Skype Customer Service.

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