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Troubleshooting: Payment Issues

This article covers common situations when paying for a subscription: payment failed, subscription did not activate, wrong amount, how to request a refund.

Payment Did Not Go Through

Russian Cards (Rubles)

Whisperer accepts Mir cards via the TBank payment service. If payment fails:

  1. Make sure there are sufficient funds on the card.
  2. Check that the card is not blocked and has not expired.
  3. Some cards require confirmation via SMS or the bank's app — check your notifications.
  4. Try a different Mir card.
  5. Contact your bank if all cards are declined.

International Cards (EUR / USD)

For non-Russian cards, payment is processed through a payment aggregator (Visa / Mastercard / Maestro):

  1. Make sure your card supports online payments.
  2. Some banks block international transactions — call your bank to unblock.
  3. Try a different card or a different browser.

📸 [Screenshot: payment page in the dashboard with the card details form]

Subscription Did Not Activate After Payment

Typically, a subscription activates within 1–5 minutes after payment confirmation.

  1. Refresh the dashboard page (/app).
  2. If more than 15 minutes have passed — contact support with proof of payment (a screenshot or bank letter).

Wrong Amount or Currency

The amount and currency are determined automatically by your country:

Country Currency Payment Method
Russia Rubles (₽) Mir cards / TBank
Europe (EU and neighboring countries) Euros (€) Visa / Mastercard
Rest of the world US Dollars ($) Visa / Mastercard

If the wrong country has been detected:

  1. Make sure you are not using a VPN with an IP address from another country.
  2. Contact support — the country can be corrected manually.

Prices without markup are only for Russia. In other currencies the price may differ due to conversion and fees.

Promo Code Is Not Applying

  1. Double-check the code (case, hyphens).
  2. Make sure the promo code has not expired and has not already been used.
  3. The promo code must be entered before payment on the plan selection page.

For more details: Promo Codes and Referrals.

How to Request a Refund

There is no self-service refund in the dashboard. Contact support:

  • Email: support@whisperer.cc
  • Subject: "Refund — [your account email]"
  • Attach proof of payment and describe the reason.

For more details on refund policy: Cancellation and Refund.

Common Errors

Error Cause Fix
"Card declined" Insufficient funds or bank blocked Top up the balance or call your bank
"Transaction not completed" No 3DS / SMS confirmation Check bank notifications
Subscription did not appear Payment processing delay Wait 15 minutes, then contact support
Wrong currency VPN or geolocation detected incorrectly Disable VPN; contact support

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