Charged twice? Here's the fix

Check first

Open Order history in the app or on knowroaming.com and count the orders from today. Don't add a second plan to your phone while you check.

Causes, in order

A retry after a failed first attempt

If your bank's fraud check declined the first attempt, or the connection dropped mid-checkout, trying again leaves two lines on your statement for a day or two. Only one is a purchase. The other is a hold your bank releases itself, usually within a few business days; the exact time is your bank's.

The purchase went through twice

Two orders in Order history. Don't add the second plan to a device. A plan that hasn't been added is refunded in full; message us with both order numbers and we reverse the duplicate. Approved refunds are processed within 15 calendar days, and your bank may take a little longer to show it.

An auto top-up you didn't expect

A second charge days later, rather than minutes later, is more likely a top-up than a duplicate. Check the order's name in Order history, then see Auto top-up: how it works and how to turn it off.

Good to know

• Next time a payment shows as processing, wait rather than tapping Buy again; see Payment stuck on "processing": what to do.
• A bank dispute is slower than messaging us and can pause the plan it covers; see What happens if you dispute a charge with your bank.

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.