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Billing Troubleshooting

Frequently Asked Questions

How long will my credit/account stand?
Your credit and account will stand for a year with no activity.
I have added credit, but it isn’t showing up on my dashboard and I can’t make calls.
It can take a short time for our payment processor to approve your order, especially for first-time users, so please wait a little longer. We will send you an e-mail as soon as your credit is available, or if your payment has been declined.

You can ensure faster top-ups by verifying your payment details.

Submit a ticket »
I recommended my friend and they placed an order, but I have not received my bonus credit yet.
Please check our recommend scheme terms to make sure you have not broken any of the conditions, for example recommending a friend and then paying for their credit yourself.Submit a ticket »
My account appears blocked

If you have placed an order with us then you will still be able to place calls with your remaining credit but will not be able to place orders.

If this is he case then check the message on your dashboard and note what is being asked of you.

The system will be asking you to verify a particular order number which was taken from your account in 2 parts and will therefore show that way.

If you have attempted to add the split payment and are now locked out then please check your on-line banking or contact your bank for the 2 amounts shown for the order you are being asked to verify, email to customer support the 2 amounts shown on your statement and they will enter the amounts for you.

If you have not attempted to enter the amounts then click here. You should see the 2 white boxes, enter the amounts into the space, you can add in any currency you wish as the system will calculate the conversion.

Please be aware, you have 3 attempts to add the amounts before you will be locked from your account, if this happens you will need to email the amounts to Localphone to be entered for you.

If you have only just placed an order with us and no credit is added then please check to see if an email has been sent to you. If no credit has been added to your account it could be that it has either been declined (the reason will be given in the email) or your card needs verifying to release the credit to your Localphone account within the time limit given.

Submit a ticket »
My order was declined.

Please check to see if you have recieved an email from us when you have placed your order.

If your order has been declined, the email sent to you will give you the reason why.

This could be because your card details need updating, please ensure all of your card details are correct.

If you have received a bank decline then this means your bank will not allow us to take the money owing for your order, some of our customers have had success in contacting their bank informing them an order will be placed and giving permission to take funds.

It could be your order needs verifying for us to release the credit to your account. Our email sent to you will explain the verification process.

You have 3 days to enter the split payment details showing from your bank statement into the link on your dashboard to relese credit to your account (please contact your bank for this information if you do not have on-line banking or a recent statement) Enter the split amount into your dashboard (see the verify your account link on the top of your dashboard) to release your order. If you do not have one of these emails (please check spam/junk folder)

If it is your first order with Localphone, it will take longer to go through security checks.

Submit a ticket »
My payment was declined.

Please check to see if you have recieved an email from us when you have placed your order.

If your order has been declined, the email sent to you will give you the reason why.

This could be because your card details need updating, please ensure all of your card details are correct.

If you have received a bank decline then this means your bank will not allow us to take the money owing for your order, some of our customers have had success in contacting their bank informing them an order will be placed and giving permission to take funds.

It could be your order needs verifying for us to release the credit to your account. Our email sent to you will explain the verification process.

You have 3 days to enter the split payment details showing from your bank statement into the link on your dashboard to relese credit to your account (please contact your bank for this information if you do not have on-line banking or a recent statement) Enter the split amount into your dashboard (see the verify your account link on the top of your dashboard) to release your order. If you do not have one of these emails (please check spam/junk folder)

The amount has still been deducted from my bank / credit card.

If it is your first order with Localphone, it will take longer to go through security checks.

If we declined your payment but your statement is still showing the charge, this is what is known as an “auth”. We have not taken the funds from your account, and the charge should disappear from your statement – usually within 48 hours.

Submit a ticket »
What is verification?

Your first order on any card is taken from your account in 2 parts therefore it will show on your account that way the two amounts added together will total the full amount placed.

We ask our customers to verify their accounts and approve their card for a number of reasons.

Only the card holder will have access to bank statements for the information being asked.

Once the amounts are entered then any orders placed in the future should process through the system quicker or our customers can activate the auto top up option on their account.

Submit a ticket »

Other Queries

For all other other billing queries please contact our Support Team.