If you've paid for NymVPN but your plan still shows as inactive, the issue is almost always one of three things. Card and Apple/Google Pay payments occasionally take a few minutes for the activation webhook to clear. Cryptocurrency payments need to confirm on-chain before your subscription is credited. And sometimes a different account was created during checkout than the one you're signed into. This article walks you through each.
Step 1: confirm the payment actually went through
Before troubleshooting activation, make sure you have proof the payment was received:
- Card / Apple Pay / Google Pay: check for a charge in your bank statement and a receipt email from Stripe or Nym.
- Cryptocurrency: check the transaction in a block explorer. The transaction must have at least the required number of confirmations for the network (usually a handful of blocks).
- App Store / Play Store: check your order history in the App Store or Google Play account.
If you don't see evidence the payment went through, your plan won't activate. The payment didn't complete. Дивіться Як усунути помилки під час оплати.
Card or Apple/Google Pay payment didn't activate the plan
For card and digital-wallet payments, activation is usually immediate after Stripe confirms the charge, but webhooks can occasionally lag. Wait 10 to 15 minutes, then:
- Sign out of the NymVPN app and sign back in with your 24-word access code.
- Visit nym.com/account/login and confirm the active plan is shown there.
- If the plan still doesn't appear, contact Nym Support with your NymVPN account ID, the last 4 digits of the card used, and the approximate date and time of the payment.
Cryptocurrency payment didn't credit my account
Crypto payments activate after the transaction is confirmed on the relevant blockchain. Confirmation time varies by network. Bitcoin can take 30 to 60 minutes, while networks like Solana and Tron usually confirm in seconds.
If your payment has confirmed on-chain but your plan isn't active after a few hours, contact Nym Support with:
- Ідентифікатор вашого облікового запису NymVPN
- The cryptocurrency used (BTC, ETH, NYM, XMR, etc.)
- The transaction hash
- The sending wallet address
App Store or Google Play purchase didn't activate
For in-app purchases, the activation depends on the store webhook reaching Nym. If it hasn't activated within 15 minutes:
- Open the App Store or Google Play subscription page and confirm NymVPN appears with an active status.
- Sign out of the NymVPN app and back in.
- If still inactive, contact Nym Support with your account ID, the store (Apple or Google), and the order ID from your store receipt.
I see two accounts and my subscription is on the wrong one
A common cause is generating a new 24-word access code during checkout, then signing into the NymVPN app with an older code from a previous account. Your subscription is attached to the access code used at checkout, not the one in the app.
If you have both access codes, sign into the app with the one used at checkout. If you've lost the access code used at checkout, see How do I recover my NymVPN account if I lost my 24-word access code? Our team can transfer your subscription to a new account if you have payment proof.
What if I created a new account during checkout and lost the access code?
This happens more often than you'd think. The fix is the subscription-transfer flow: create a new NymVPN account, save the new 24-word access code immediately, then submit a request at support.nym.com/requests/new with payment proof and the new account ID. Our team will move your subscription from the old account to the new one. Full detail in How do I recover my NymVPN account if I lost my 24-word access code?
Коли звертатися до служби підтримки
Reach out via support.nym.com/requests/new if any of the above checks fail to activate your subscription. To help us investigate quickly, include:
- Ідентифікатор вашого облікового запису NymVPN
- The payment method you used
- Card: last 4 digits plus date and time of charge
- Crypto: transaction hash, network, sending address
- App Store / Google Play: order ID
- Any error messages you've seen in the app or on the website
Пов’язані запитання
How long should I wait before contacting support?
About 15 minutes for card and digital-wallet payments. A few hours for cryptocurrency, depending on the network's confirmation time.
Will I be charged twice if I retry the payment?
If the first payment actually went through, retrying may produce a second charge. Always confirm the original transaction status first. If you do end up double-charged, see I was charged twice for NymVPN.
My subscription worked for a while and then went inactive
This typically means the payment was reversed by your bank, or the card on file expired. Contact Nym Support with your account ID and we'll check the subscription status.