Help/Orders & refunds
Payment failed or cancelled
Leaving or failing Stripe Checkout cancels the unpaid order—you can start checkout again anytime while signed in.
Short answer
If you close Stripe Checkout, cancel, or the session expires before payment succeeds, the unpaid order is cancelled and no eSIM is created. Sign in and start checkout again from your plan when you are ready.
Details
- Cancelled / abandoned checkout: No charge should complete; pick the plan again from /plans.
- Payment error at Stripe: Try another card or contact your bank, then retry checkout while signed in.
- Payment succeeded: You should see order progress and eventually install materials—not a cancelled unpaid order. If something looks wrong, contact support.
Tips
- Checkout always requires a signed-in account.
- Use the same account email so orders and eSIMs stay in one place.
Escalation
If your bank shows a charge but PuffinFi shows no paid order—or checkout keeps failing—email support@puffinfi.com with the receipt, approximate time, and account email.