Overview

Got an email saying your data plan renewal didn't go through? Don't worry, this is usually quick to fix. This article explains why renewals fail, how to update your card, and what happens next.

TABLE OF CONTENTS

• Why did my renewal fail?
• How to update your card
• If you paid with Shop Pay
• What happens if I don't update my payment?
• Thinking of taking a break instead?
• Frequently asked questions
• Need help?

Why did my renewal fail?

The most common reasons are:

• The card on file expired or was replaced (for example, after a lost card or fraud alert).
• Your bank declined the charge. Some banks flag recurring charges, so it's worth giving yours a heads-up.
• The billing address doesn't match your bank's records exactly. This is especially common with Shop Pay (see below).

How to update your card

1. Contact us by replying to the email you received, emailing info@mobilemusthave.com, or chatting with us on mobilemusthave.com. Include the email address on your account.
2. We'll email you a secure link to update your payment method. For your security, we never take card numbers over email, chat or phone.
3. Update your card using the link. The link expires after a while, so if it doesn't work, just ask us for a new one.
4. Reply with the last 4 digits of your new card. This lets us confirm the update went through and pass it to our billing team.
5. We'll reattempt the charge, usually overnight. You don't need to do anything else, and we'll make sure your service isn't interrupted while it's processed.

If you contact us on a weekend or after hours, the payment may not process until the next business day.

If you paid with Shop Pay

Our store runs on Shopify, so if you checked out with Shop Pay (or another payment app like Apple Pay or Google Pay), your card is saved in that app, not with us. That means:

• You'll need to update your card directly in your Shop Pay / Shop app account (or the app you used).
• Your billing address must match your bank statement exactly, letter for letter. For example, if your bank has "123 Acme Lane", entering "123 Acme Ln." can cause the payment to be declined.
• If Shop Pay keeps failing or won't let you update, contact us. We can send you a checkout link to set your billing back up on the SIM card you already have. You won't need a new SIM or pay for shipping.

Don't want to use Shop Pay? Shop Pay automatically logs you in at Shopify stores. To stop that, open your Shop Pay account and choose "Log out everywhere."

What happens if I don't update my payment?

• We'll reach out by email to let you know the payment failed.
• If we can't collect payment, your line will be suspended, and after that it may be permanently cancelled.
• Once a plan is cancelled, it can't be reinstated. You'd need to buy a new plan from our website. RoamLink SIMs can be reused, but some carrier-direct plans need a new SIM.
• Unused banked data and top-up data may be lost if your plan is suspended or cancelled.

Please reply to our emails as soon as you can, even if you're still deciding what to do.

Frequently asked questions

I already updated my card. Do I need to do anything else?
Just send us the last 4 digits of the new card so we can confirm and have the charge reattempted.

Will I be charged twice?
No. We only reattempt the renewal that failed.

My card was charged but my plan still shows a problem.
Contact us with the email address on your account and the last 4 digits of the card, and we'll look into it right away.

Need help?

Email us at info@mobilemusthave.com or chat with us on mobilemusthave.com, Monday–Friday, 9:00 AM–6:00 PM ET.