Payment stuck on "processing": what to do

Check first

Open Order history in the app or on knowroaming.com. If the order is there, the payment went through: open it and add the plan from there. If it isn't, and the screen still says processing after several minutes, close checkout and try once more on a steadier connection.

Causes, in order

Your connection dropped after you tapped Buy

The payment can complete while the confirmation never reaches your screen. Order history is the source of truth; check it before you retry.

Your bank is running a fraud check

Some banks hold a travel purchase, a first purchase with a new merchant, or a purchase made from abroad, and send a text or app alert to confirm it. Approve the alert and the payment completes. If nothing arrives, call the number on your card. See Which payment methods can I use?.

You retried and now see two charges

Only one is a completed purchase; the other is an authorization hold your bank releases on its own within a few business days. See Charged twice? Here's the fix.

Good to know

• Payment completes before the plan is issued. Once it has, the plan shows in My plans and on your order page, ready to add; on the website, the confirmation email carries the QR code. You can't add a plan that hasn't been paid for.
• Your plan starts when you connect in a supported country, not when you buy. Your validity days count from that first connection. Unused data expires at the end of your validity period. It doesn't roll over. Paying early costs nothing, and a plan that was never added is refunded in full if your plans change.

Still not working?

Still not working? Message us on WhatsApp at +1-888-357-7347 and include four things: your ICCID, your order number, your phone model and OS version, and what you've already tried. See Still not working? When to contact us and what to send for where to find each one.