Help guide
Payment Failed or Wallet Not Updated
What to do immediately after payment issues so you avoid double-charges and get faster support help.
Step-by-step
Follow the guide in order
1) Do not repay instantly
- Pause before making another payment.
- Many issues are temporary status or sync delays.
- Immediate re-payment can create duplicate transactions.
2) Recheck wallet and history
- Refresh wallet balance and open transaction history.
- Check if payment is pending, successful, or missing.
- Record exact time and amount of the attempted payment.
3) Gather evidence
- Take screenshots of payment confirmation/error page.
- Capture wallet balance and transaction list at the same time.
- Keep payment reference/ID ready.
4) Contact support with complete details
- Send a concise message with amount, timestamp, reference, and issue summary.
- Mention whether you retried payment or not.
- Wait for support instruction before further payment attempts.
Avoid these
Common mistakes
- Paying multiple times before checking transaction history.
- Sending support message without reference ID.
- Sharing unclear screenshots that don’t show key details.
Checklist
Important notes
- No immediate re-payment done.
- Wallet and history rechecked.
- Screenshots + payment reference collected.
- Clear support report submitted.
Questions
FAQs
Should I try another payment method immediately?
Not until you verify current transaction status and check support guidance.
What details make support faster?
Payment reference, exact amount, date/time, wallet screenshots, and short issue description.
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Still need help?
Use the support path that matches your issue.
Contact support for account-specific help, use FAQs for quick answers, or review Pricing & Wallet before a coin or payment action.