If you've paid but your plan still shows inactive, it's almost always one of three things: a card or wallet payment whose activation hasn't cleared yet, a crypto payment still confirming on-chain, or a second account created during checkout that isn't the one you're signed into. Here's how to sort each.
Step 1: confirm the payment went through
Before anything else, make sure the money actually left:
- Card / Apple Pay / Google Pay: a charge on your bank statement and a receipt email from Stripe or Nym.
- Cryptocurrency: the transaction in a block explorer, with the confirmations that network requires.
- App Store / Play Store: the order in your purchase history.
No evidence of payment means it didn't complete. See How to troubleshoot payment error messages.
Card or wallet payment didn't activate
These usually activate the moment Stripe confirms the charge, but it can lag. Wait 10 to 15 minutes, sign out of the app and back in with your 24-word access code, and check that your plan shows at nym.com/account/login. If it still doesn't, contact Nym Support with your account ID, the last 4 digits of the card, and the date and time of the charge.
Crypto payment didn't credit
Crypto activates once the transaction confirms on its blockchain, which varies by network: Bitcoin can take 30 to 60 minutes, while Solana and Tron are usually seconds. If it's confirmed on-chain but still inactive after a few hours, contact Nym Support with your account ID, the coin used, the transaction hash, and the sending wallet address.
App Store or Google Play purchase didn't activate
In-app purchases rely on the store's confirmation reaching Nym. If nothing after 15 minutes, check that NymVPN shows as active on your App Store or Google Play subscription page, sign out of the app and back in, and if it's still inactive, contact support with your account ID, the store, and the order ID from your receipt.
Two accounts, subscription on the wrong one
The usual cause: you generated a new 24-word access code during checkout, then signed into the app with an older one. Your subscription lives with the code used at checkout, not the one in the app. If you have both, sign in with the checkout code. If you've lost it, we can transfer your subscription to a new account with payment proof: create a new account, save its access code immediately, and submit a request at support.nym.com/requests/new with your payment proof and the new account ID. Full detail: How do I recover my NymVPN account if I lost my 24-word access code?
What to send support
If none of the above works, contact Nym Support with your account ID, your payment method, and the matching proof: card (last 4 digits plus date and time), crypto (transaction hash, network, sending address), or App Store / Google Play (order ID), along with any error messages you saw.
Related questions
How long should I wait before contacting support?
About 15 minutes for card and wallet payments; a few hours for crypto, depending on the network.
Will I be charged twice if I retry?
If the first payment went through, retrying can add a second charge, so confirm the original status first. If you do get double-charged, see I was charged twice for NymVPN.
It worked, then went inactive
Usually a bank reversal or an expired card. Contact support with your account ID and we'll check.