> ## Documentation Index
> Fetch the complete documentation index at: https://help.2chip.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Payment or order issue

> What to do if payment is declined, still pending, charged without an eSIM, or charged twice.

> [!WARNING]
>
> If you are not sure whether the first payment completed, do not pay again. Check the current order status first to avoid duplicate charges.

## Payment was declined

After a final decline, you can:

* retry payment;
* choose another available method;
* cancel the purchase.

Before retrying, 2Chip shows the current final amount again. If the price changed, you must confirm the new amount before paying.

A promo code is not lost after a failed payment.

## Status: “Checking payment”

This means the final payment result is still unknown.

While the order is in this state:

* do not pay for it again;
* do not create a duplicate order;
* keep checking the same order.

The order will later move either to eSIM preparation or to a final payment-failed result.

## Payment succeeded, eSIM is being prepared

After successful payment, the order may briefly show **“Preparing eSIM”**.

After payment is confirmed, 2Chip has up to **2 minutes** to make the eSIM installation details available.

If the eSIM is ready within that time, installation details appear in the order.

If 2Chip cannot provide it within 2 minutes, a full refund is started automatically. You do not need to submit a separate refund request.

## Charged but no order appeared

Do not pay again.

Check that:

1. you are signed in to the same account used for the purchase;
2. the order is not visible in your order history;
3. the first transaction is a completed charge, not just a pending bank operation.

If the order is still missing, contact support under **Payment**.

## Charged twice

If you see two completed charges for the same purchase, contact support.

If one operation is still pending, wait for its final result before making any new payment.

## What support already knows

When you open support from the related order, 2Chip can attach known details automatically:

* order ID;
* payment reference;
* amount and currency;
* transaction time;
* current payment status;
* eSIM preparation status.

You only need to explain what looks wrong and add a screenshot if it helps identify the bank operation.

> [!WARNING]
>
> Never send your password, one-time codes, CVV/CVC, banking PIN, or full card number.

> [card] [Contact support](https://help.2chip.app/en/about/contact-support.md)
>
> Choose “Payment” — known order context will be attached automatically.


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