Please find below the answers to our most frequently asked questions regarding our credit/debit card refunds.
- Why hasn't my refund been processed?
- How long will it take for me to receive my refund?
- Why haven't I received my refund yet?
- Can you issue the refund to a different payment method/card?
- What is the Acquirer Reference Number (ARN)?
- What is the System Trace Audit Number (STAN)?
- Can I cancel a refund?
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.
How long will it take for me to receive my refund? (up)
doctorSIM issues refunds to your bank immediately. However, depending on your bank's processing time, it can take anywhere from 5-10 business days for the refund to show up on your bank account.
Contact your bank for more information if you do not see the refund after 10 business days, and are still seeing the original charge on your bank statement.
Why haven't I received my refund yet? (up)
If the refund was issued immediately, it might be 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 System Trace Audit Number (STAN) so you can use this reference number to follow up with your bank.
If the refund was issued 48 hours after the payment was made, the refund should appear on your account statement. If it doesn't, contact us for the Acquirer Reference Number (ARN) so you can use this reference number to follow up with your bank.
Can you issue the refund to a different payment method/card? (up)
Unfortunately, due to security reasons, we can only issue your refund to the original payment method.
What is the Acquirer Reference Number (ARN)? (up)
A unique number used to tag a credit card transaction as they move through the acquirer, card network, issuer, and processors that allows acquirers and merchants to track a specific transaction.
What is the System Trace Audit Number (STAN)? (up)
A number assigned by the originator of a transaction to uniquely identify a transaction throughout its life.
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.