Payment gateway: Elevated card refusals

Incident Report for eSIM Go

Investigating

Status: On it

Some partners are experiencing card payment failures when topping up their balance via the portal. Visa and Mastercard transactions are primarily affected. We're working with our payment provider on the cause.

Not all payments are failing, but we're seeing an elevated rate of refusals. If a top-up attempt fails, please try an alternative payment method, if you're unable to top up and need to stay operational, contact billing@esim-go.com to arrange a bank transfer invoice. We also recommend enabling low-balance alerts in the portal if you haven't already.

Posted Sep 17, 2026 - 16:01 UTC

This incident affects: Travel Management Portal.