Paid, but balance not replenished
What each payment status means, why 'error' in card payment is not final, the timeframes for automation, and what to attach to the request for quick payment identification.
The most common topic in support: 'I paid, but the balance is the same'. In most cases, the money is not lost — the question is what the payment status is and how much time has passed. Let's break it down step by step.
What statuses mean
| Status | What happened | What to do |
|---|---|---|
| Awaiting payment | Invoice created, payment not yet confirmed by the provider | Wait: status is automatically polled every couple of minutes |
| Awaiting confirmation | Provider reported payment, verification in progress | Usually closes itself within minutes |
| Expired | Invoice not paid within the allotted time (for card payments, this is about a day) | Create a new invoice; if the payment has still gone through — contact support |
| Error | Provider returned a refusal | Do not consider final — see below |
| Confirmed | Money credited to balance | Nothing, the transaction is in history |
'Error' in card payment is not a verdict
There have been cases where the bank processed the payment, but returned a refusal to us, and the client saw an error while the money was deducted. Therefore, statuses are automatically rechecked: the platform polls fresh payments and daily reconciles 'dead' operations directly with the bank for the last 90 days. If the reconciliation finds a paid payment — it is handled manually, not just closed.Automation timeframes
- Every two minutes — polling of payments awaiting confirmation; during this window, crediting happens automatically.
- Three days — window for automatic crediting upon re-polling.
- Daily — reconciliation with the bank for 90 days back; findings older than the polling window are handled manually.
What to attach to the request
- Payment method and exact amount.
- Date and time of payment from your side.
- Reference or invoice number — it is in the bank's email or in the payment link.
- For cryptocurrency — transaction hash and network: without the network, finding the USDT transfer is significantly harder.
Common cases
- Paid with crypto after the invoice expired. The transfer will arrive at the address, but the automation will not be able to link it to the closed invoice — contact support with the hash.
- Sent USDT in the wrong network. The network is specified on the payment page; transfers in another network are searched separately and are not always reversible.
- Two payments in a row. If the first 'hung', the second usually goes through — both are visible in history, the extra one is returned to the balance after review.
- Card payment fails due to the bank. Some banks block international payments; in this case, cryptocurrency or bank invoice works.
Where to view your payments
The balance section shows the history of operations with statuses and amounts — it also shows whether the payment has been credited and what discount was applied. How replenishment and auto-replenishment work is described in the article 'Balance: replenishment, deductions, and auto-replenishment'.
FAQ
Payment in 'error' status — did the money disappear?
Not necessarily. Sometimes the bank processed the payment, but returned a refusal to us, so the platform polls fresh payments and reconciles disputed operations with the bank daily for 90 days.
How long to wait for crediting?
Pending payments are polled every couple of minutes, the automatic crediting window is three days. After that, manual review upon request.
What to attach if I paid with cryptocurrency?
Transaction hash and transfer network, amount and time: without specifying the network, finding the USDT transfer is significantly harder.
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