If your payment fails at checkout, the cause is usually one of a small set of common issues. You'll see a notification right away. The fix depends on which payment method you used, and most of the time you can resolve it in a minute or two.
Card payments (Visa, Mastercard, Apple Pay, Google Pay)
- Check your card details. Card number, expiry, and CVC must match what's on the card. Apple Pay and Google Pay populate these automatically; if a manual entry, double-check.
- Confirm sufficient funds. The full subscription amount must be available.
- Check international payments. Some banks block subscription or international charges by default. Contact your bank to confirm the attempt was approved on their side.
- Try a different card. If a second card works, the first one is the issue.
- Try a different payment method. Apple Pay, Google Pay, cryptocurrency, or cash by post are all options. See What payment methods are available for NymVPN?
$NYM token payments
- Confirm wallet funding. You need enough $NYM plus enough native chain currency to cover network fees.
- Send the exact amount. The destination address, amount, and any signature or memo shown at checkout must match. Even a small mismatch can prevent automatic crediting.
- Wait for confirmations. $NYM payments on the Nyx chain confirm in seconds; ERC20 $NYM on Ethereum can take longer.
- If still failing, try a different payment method and contact support.
Other cryptocurrency payments (BTC, XMR, ZEC, etc.)
- Underpayment: if you sent less than the displayed amount, you can pay the remainder to the same BTCPay address even after the on-screen timer expires. The payment will credit once the full amount arrives and confirms.
- Overpayment: if you sent more than the displayed amount, the excess can be returned to a wallet address you provide. Contact Nym Support with the transaction details.
- Confirmation timing: each network has its own confirmation time. Bitcoin can take 30 to 60 minutes; Solana and Tron typically confirm in seconds. Don't assume the payment has failed before the network has had time to confirm.
- Transparent vs shielded (Zcash): Zcash payments need to come from a shielded address. See Paying for NymVPN with ZEC (Zcash).
If you see a specific error message
Common error messages (card declined, network timeout, regulatory issue, server error, session expired) each have a known cause and fix. See How to troubleshoot payment error messages.
What if my payment went through but my plan isn't active?
This is a different issue from a failed payment. See My NymVPN subscription isn't active after payment.
When to contact support
Reach out to Nym Support if:
- The same error repeats after retries
- Your bank confirms the charge went through but your plan stays inactive
- You overpaid and need the excess returned
- You see a charge that doesn't match a checkout you completed (see I was charged twice for NymVPN)
Include your NymVPN account ID, the payment method, the exact error message, and the approximate date and time of the attempt. The more detail you give, the faster we can sort it out.