Cryptocurrencies - Refunds


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


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)

Once you have confirmed the address of the cryptocurrency you used to make the original payment, the refund is usually processed on the same business day. You will receive a confirmation email once the payment has been made. Please bear in mind that depending on the cryptocurrency used and the amount sent, some network exchanges can take a few hours to process the payment. If in doubt, you can request the BTC o ETH blockchain transaction to monitor its progress.

Why is my refund less than what I paid? (up)

Refunds are performed for the exact amount you paid in the chosen cryptocurrency. For example, if you paid doctorSIM 0.0002 BTC, we will refund you exactly 0.0002 BTC. However, you must keep in mind that the current value of those 0.0002 BTC might have changed from the time you paid doctorSIM to when you received the refund. Also, the refund only includes the amount you paid doctorSIM. It does not include any fees you might have incurred when paying from your wallet or exchange account.

Can you issue the refund to a different payment method? (up)

Unfortunately we can only issue your refund to the original payment method.

Can I cancel a refund? (up)

A refund cannot be canceled once it has been issued, so please double check the cryptocurrency address you provide us before requesting a refund.

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.