My purchase is pending or the app says "already purchased": what should I do?

Summary: When the purchase of an Onoff number does not go through, your store (App Store or Google Play) has usually put it on hold. Reinstall the app and start the purchase again: the store will then deliver the pending order without charging you a second time.

Related questions

• I paid but did not receive my Onoff number.
• The app says I have "already purchased" this item.
• My purchase is stuck or pending in the app.

Why this happens

Payments made in the mobile app are handled by your store, not by Onoff. Sometimes the store puts a transaction on hold and does not pass it on to the app. The payment exists, but the number has not been delivered yet.

Solution

1. Delete the Onoff app from your phone.
2. Reinstall it from your store (App Store or Google Play).
3. Log in to your Onoff account.
4. Start the purchase again using the same steps as the first time. The number you choose does not matter.
5. If the app says you have "already purchased" this item, continue anyway: the store will deliver the pending order at no extra cost.

Important

• You will not be charged twice: the store completes the transaction you already paid for.
• Your account and data are kept after reinstalling the app.

If the problem persists

If the number still does not appear after these steps, contact our team and attach your store purchase receipt: Contact Customer Care team.