If you see two charges from NymVPN, contact support with the dates, amounts, and last 4 digits of the card (or the transaction hashes for crypto), and we'll verify the duplicate and refund it. Duplicates usually happen when a payment looks like it failed at checkout but actually went through, so you retried. Refunds follow the standard timing.
What counts as a duplicate
- Two charges for the same amount from NymVPN or Stripe (our card processor) on the same day or billing cycle.
- One charge for the plan you meant to buy, plus another you didn't initiate.
- For crypto: two transactions to the same NymVPN address in quick succession.
A small authorization charge that disappears within a few days is normal: that's your bank verifying the card, not a duplicate.
How to report it
- Перейдите на support.nym.com/requests/new и выберите форму Оплата.
- Select I was charged twice.
- Include your account ID; for cards, the dates, amounts, and last 4 digits; for crypto, the two transaction hashes and sending address; and a line on what happened ("the first attempt errored so I retried").
How long the refund takes
Once confirmed, it follows the standard timing: usually within 10 days for cards, around two weeks for crypto. См. Как получить возврат средств за подписку NymVPN?
Avoiding duplicate charges
- If checkout shows an error, check your bank app before retrying: the first attempt may have gone through.
- If your plan looks inactive right after paying, wait 10 to 15 minutes for the webhook. See How to troubleshoot payment error messages.
- For crypto, wait for at least one confirmation before assuming it failed.
Связанные вопросы
Can my subscription be extended instead of refunded?
Да. If you'd rather keep both charges and have your plan extended to match, say so in your request and we'll arrange it where possible.
My statement shows duplicates but I only paid once
Usually a pending authorization plus the final charge, both showing until the authorization clears. Wait 3 to 5 business days; if both are still there, contact support.
A charge I don't recognize at all?
Contact Nym Support with the date, amount, and any reference text, and we'll check whether it's NymVPN or a fraudulent charge unrelated to us.