Help and Frequently Asked Questions

Why is there a $1.00 pending in my bank account statement?

Please be assured that you were NOT charged $1.00. This is a pre-authorization amount, used by the Credit Card Processor for verification purposes, that is NOT AN ACTUAL CHARGE on your account. It is a temporary hold that will be released back to you once your order has been either processed or canceled, normally within a 2-5 business days.

I placed an order but why was I charged twice?

The most likely reason is that at the time of purchase, the item was added to the shopping cart twice. If you see a double charge on your bank or credit card statement, please provide us with a contact phone number where you can be reached and a representative will assist you. You can reach us by Email at [email protected] or call us toll-free , Mon-Fri 9am to 5pm PST, Sat-Sun 9am to 12pm PST.

How can I cancel my order?

To cancel your order please call our Customer Support Team at , Mon-Fri 9am to 5pm PST, Sat-Sun 9am to 12pm PST. Alternatively, you can send a cancelation request via Email to [email protected]. Please be sure to include your order number and contact number as it will help expedite the cancellation process.

Once cancelled, how long does it take for the money to be returned to my credit card?

Depending on your bank or credit card company, it may take up to 2 to 7 business days to see the funds back in your account. Yes it is a bit lengthy, but unfortunately we do not have control over the length of this process.

How long it takes for PayPal to process a refund?

It usually takes 3 to 4 business days to see the funds back in your PayPal account.

Why is my debit/credit card declining?

Reasons vary; either there are not enough funds in your account, or the information was not submitted correctly. To modify/change your credit card information on your account, please click here (you will be prompted to login to your account).

Why does my first order have to be confirmed by phone?

From time to time, your credit card purchase will not automatically go through the processor. To insure security against possible fraudulent activity on your credit card, we must contact you and confirm your first order by phone. Please Note: This is a one-time confirmation process. Once confirmed, all your future order will post automatically and instantly online.

I placed an order but why was I charged twice?

The most likely reason is that at the time of purchase, the item was added to the shopping cart twice. If you see a double charge on your bank or credit card statement, please provide us with a contact phone number where you can be reached and a representative will assist you. You can reach us by Email at [email protected] or call us toll-free , Mon-Fri 9am to 5pm PST, Sat-Sun 9am to 12pm PST.

When will I get a confirmation of my order?

Once your order has been completed, you will receive an Email with the details of your purchase.

Where do I find my PIN number?

To access your PIN number, please login to MY ACCOUNT using your Email address and password used at the time of your account creation. Once logged in, you will see your PIN number/s along with refill instructions right below the PIN.

How can I find a PIN number from an older order?

Login to MY ACCOUNT and click on Order History. You'll be able to access your previous orders by date range, order number or PIN number.

I paid through PayPal. Where is my PIN number?

If you have not yet created your free PinZoo account, please click here to do so. This will allow us to post your PIN to your safe and secure PINZOO account. If you already have a PinZoo account, please login to MY ACCOUNT using your Email address and password used at the time of your account creation. If you need assistance, you can reach us by Email at [email protected] or call us toll-free , Mon-Fri 9am to 5pm PST, Sat-Sun 9am to 12pm PST.

Do you Email me my PIN number/s?

Because Email connects through many routers and mail servers on its way to the recipient, it is inherently vulnerable to both physical and virtual eavesdropping and interception. Therefore, PIN numbers are posted to your safe and secure PINZOO account instead. To access your PIN number, please login to MY ACCOUNT using your Email address and password used at the time of your account creation.

I have two cell phones; do I have to set up a different PINZOO account for each phone?

No, you can use the same PINZOO account for both phones. They can even be from different carriers. When placing an order, add all the Refills and Top-Ups from as many carriers as you'd like to your shopping cart. Once you checkout, you will be see all your purchased items on a single page with individual refill instructions.

I've forgotten my password. Where can I find it?

All passwords are encrypted so if you have forgotten your password, your only option is to reset it. To reset your password and gain access to your account, please click here and follow instructions.

Can I change my password?

Yes. Please login to My Account > My Profile > My Password.