For help with a payment, balance, rental, missing SMS, login problem, or anything that needs an account check, open a support ticket.
You do not need to finish a troubleshooting checklist before asking for help. Chip can explain products and basic troubleshooting, but it cannot inspect your account, change an order, issue credits or refunds, or transfer a conversation to a human automatically.
What to Include #
Start with your MobileSMS sign-up email and a short explanation of the problem. Add only the details relevant to your request:
- Number or SMS issue: one-time or long-term, country and app, approximate time and time zone, number's last four digits, the error, and checks already tried.
- Payment or balance issue: purchase time, amount, order ID if available, and transaction reference or cryptocurrency transaction hash. Mention any missing credit or duplicate charge.
- Login or website issue: the affected page, browser and device, approximate time, and a redacted error or screenshot.
- API or integration issue: operation name, HTTP status or error, and approximate time. Remove credentials from logs and URLs.
An order ID helps us locate a purchase. If you cannot find it, still ask for help and explain what information you have. We may need additional details or account-ownership verification before providing account information or making changes.
Keep Sensitive Information Out #
Do not send passwords, full SMS verification codes, API keys, webhook secrets, password-reset links, card numbers or security codes, or wallet recovery words. Redact these from screenshots and receipts before attaching them.
Use your own account details only. If you receive somebody else's message, report the issue without using the code to access their account.
Following Up #
If you already opened a ticket, reply to the same ticket or its email thread rather than creating duplicates. Include any new information and monitor your email, including spam or junk, for replies. Response times vary; this guide does not promise a fixed turnaround.
For unfamiliar account activity, contact support promptly and secure your MobileSMS and email accounts using their official security options. Use the MobileSMS password-reset page if needed, without sharing the reset link.
Refunds and Account Credits #
A returned account credit and a refund to your original payment method are different. Support must review the transaction before confirming what applies.
Requests under the seven-day guarantee must be submitted within seven calendar days of purchase. The guarantee covers qualifying technical failures within MobileSMS under the Refund Policy, not every third-party rejection or unused purchase. The policy contains the full conditions and exclusions.
Keep your account open while a refund is being reviewed and processed. Do not make another payment just to resolve a missing one.
