I do not recognise a charge

Seeing a VoicePro charge you were not expecting? Work through this before contacting your bank - most cases resolve in a couple of minutes.

First, identify the charge

1. Open your billing history in the VoicePro app and match the amount and date.
2. Remember that plan renewals happen monthly on your activation date, and that top-ups, travel eSIM packs and shop orders are charged when bought.
3. If someone in your household shares the payment card, check whether they made the purchase.

If it is genuinely not yours

Contact us straight away from the Submit a ticket page with the date, amount and the last four digits of the card. We will investigate the transaction, and if your account shows signs of unauthorised access we will secure it with you on the spot.

A note on chargebacks

If you dispute a charge directly with your bank, the bank reverses it while it investigates - but that also flags the account on our side and can interrupt service. It is nearly always faster to come to us first: genuine errors are refunded without a fight. Our refunds policy is in "How do refunds work?" under Getting started.