If you see two charges from NymVPN, contact support with the dates, amounts, and last 4 digits of the card (or transaction hashes for crypto), and we'll verify the duplicate and refund it. Duplicate charges most often happen when a payment appears to fail at checkout but actually went through, prompting a retry. Refunds for duplicates follow the standard refund timing.
What counts as a duplicate charge?
- Two charges for the same amount from NymVPN or Stripe (NymVPN's card processor) on the same day or within the same billing cycle.
- One charge for the subscription you intended to buy, and another smaller or matching charge you didn't initiate.
- For crypto payments: two transactions sent to the same NymVPN payment address in close succession.
A small one-off authorization charge during checkout that disappears within a few days is normal. That's your bank verifying the card, not a duplicate.
How to report a duplicate charge
- Go to support.nym.com/requests/new and choose the Billing form.
- Select I was charged twice as the issue type.
- Include the following:
- Your NymVPN account ID
- For card / Apple Pay / Google Pay: dates, amounts, and the last 4 digits of the card used
- For cryptocurrency: the two transaction hashes and the sending wallet address
- A short note on what happened during checkout (for example, "the first attempt showed an error so I retried")
How long does the refund take?
Once the duplicate is confirmed, refunds follow the standard timing for your payment method: usually within 10 days for cards, around two weeks for cryptocurrency. For full detail see How do I get a refund for my NymVPN subscription?
How do I avoid duplicate charges?
- If a checkout shows an error, check your bank app or transaction history before retrying. The first attempt may have gone through.
- If your subscription appears inactive immediately after payment, wait 10 to 15 minutes. Webhooks occasionally lag. See How to troubleshoot payment error messages.
- For cryptocurrency, wait for at least one on-chain confirmation before assuming the first attempt failed.
Related questions
Can my subscription be extended instead of refunded?
If you'd prefer to keep both charges and have your subscription extended to match, mention this in your support request and we'll arrange it where possible.
My bank statement shows duplicates but I only paid once. What's happening?
This is usually a pending authorization plus the final charge, which can both show in some bank apps until the authorization clears. Wait 3 to 5 business days; the authorization should drop off. If both charges are still there after that, contact support.
What if I see a charge I don't recognize at all?
Contact Nym Support with the date, amount, and any reference text from the charge. We'll check whether it relates to a NymVPN subscription or whether it may be a fraudulent charge on your card unrelated to Nym.