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What phone number did you call our service from?

Frequently Asked Questions

What was I charged for?
The reason for the fee on your bill is that you dialed a number that has a higher cost than the standard rate. This type of number is known as a premium rate number and it may offer various services or information that are not covered by your regular plan.
Why did I get charged for a number I did not dial?
The only way to get charged for a premium rate number is to make a call to it. These numbers cannot call you. Either you or someone else in your home must have made the call.
How was I supposed to know the price of this service?
WalletWise makes sure to inform you about the cost of our premium membership when you sign up. We show you the rate per minute, the length of the call, and an estimate of the total cost, including any extra fees from your carrier. We also repeat this information during the call, so you can decide if you want to continue. We are happy to offer full refunds to our customers. Please contact our support team and they will help you get your money back and cancel your account and data.
Who is going to give me my money back and how?
We will refund you the full amount that you paid. The refund will be done through PayPal.
How long do I have to wait for my refund?
You should receive your refund within 1-2 business days after filling out the refund form.
Can you just refund me on my mobile bill?
No, we can not do that because the mobile operators in the UK do not allow it.
I work for a mobile operator like O2, EE, Vodafone, or Three, and I want to help a customer who was charged for a call on their bill. What should I do?
Use the form at the top of the page or ask the customer to use it. They will get a full refund for the amount of the call within 2 business days.
My operator suggested that I should contact the PSA to resolve this charge on my phone bill. Is this the best way to get a refund?

To understand a charge on your phone bill, you may find or be referred to the Phone-paid Services Authority (PSA) website by search engines such as Google or MSN. The PSA is a regulator of premium services in the UK. It does not deal with refunds directly. Rather, it works with service providers, such as WalletWise, to resolve customer issues, which may include giving a refund.

WalletWise provides quick refunds through our refund form, while the PSA's process may take several days or weeks and end up with the same result: WalletWise giving you a refund through PayPal or bank transfer.

What does a premium rate number mean?
A premium rate number is a phone number that has higher call charges than standard rates. Calls to premium rate numbers often have an extra cost, which is either added to the caller's phone bill or taken from their prepaid credit. The charges for premium rate numbers are meant to cover the cost of the specific service or content that the number offers.
What measures do you take to ensure the security of my banking information when I request a refund?

We value the safety and security of your banking information highly. To request a refund, you will need to provide your banking details, such as your IBAN or account number and sort code. We use advanced encryption techniques to protect your data when you fill out our refund form.

We also follow strict data protection policies, which you can find in our privacy policy. This policy explains how we manage and store your data. We want you to know that we delete your banking information from our records as soon as your refund is completed.

We respect the privacy and integrity of your information throughout the refund process. If you have any further questions or concerns about the security of your data, please consult our privacy policy or contact our customer support for more information.

How can I avoid being charged again after getting a refund?

Depending on your mobile service provider, you can take different actions to stop future charges from premium rate numbers. Here are some suggestions for each provider:

By doing the steps recommended by your mobile operator, you can effectively avoid future charges and have more control over premium rate number usage.

I got a refund to a PayPal account I can't access. Can you undo the transfer?

We are sorry for any trouble you may have faced with the refund to your PayPal account. According to our refund policy, WalletWise only sends refunds to verified PayPal accounts to ensure safe transactions. Once a refund is sent to a verified PayPal account, we cannot undo the transaction from our side.

If you can't access your PayPal account, we suggest contacting PayPal support directly. Their expert support team will give you the necessary advice and steps to access your account again. Following their instructions and proving your identity should help you fix the problem and get back your PayPal account.

Please be aware that WalletWise does not have the power to provide help with PayPal account access issues or undo transactions. We thank you for your cooperation and urge you to contact PayPal support for more help in fixing this issue quickly.