PayPal - Refunds


Please find below the answers to our most frequently asked questions regarding our PayPal refunds.

Why hasn't my refund been processed? (up)

Occasionally, when it hasn't been possible to unlock or top-up your phone using the service selected, we offer an alternative solution or a full refund if you are not interested. Check your inbox for our email and make sure you click on the link to request your refund to the original payment method.

As you also have the option to receive the refund in doctorSIM credits if you plan on redeeming them on future purchases, verify that you haven't selected this option by mistake.

Where is my refund sent to? (up)

How your money is refunded depends on how you made the original payment:

  • If you paid with a credit or debit card, the money is refunded to your card. If the card you paid with is closed or invalid, please contact the issuing bank, as the money will still be refunded to your credit card account. Refunds to credit or debit cards usually takes 2-5 business days, however it can take up to 30 days depending on the card company involved.
  • If you paid with PayPal balance, the money is refunded to your PayPal balance. After you have received the refund, you can withdraw money from your PayPal balance to your bank account or use the money for future purchases through PayPal.
  • If you paid using a credit or debit card and your PayPal account balance, the amount paid by the credit/debit card is refunded to your card. The remaining amount is refunded to your PayPal account balance.

Why haven't I received my refund yet? (up)

Keep in mind that the refund may have been processed as a reversal, meaning the original payment will disappear from the account statement entirely and the balance will reflect as though the charge never occurred. As it can take time for the original payment to disappear, contact us for the Transaction ID so you can use this reference number to follow up with PayPal.

Can I cancel a refund? (up)

A refund cannot be canceled once it has been issued.

If you cannot find the answer to your questions above, please click on the green "Help" button in the bottom right-hand corner of the screen.

You can either chat with one of our customer support agents if available or leave us a message using the online form, and we will get back to you within 24 business hours.