Billing
What to do when a payment is not detected
Why a genuine transfer sometimes does not match, and what to send support to sort it quickly.
On this page (5)
Wait a moment and refresh
Matching a transfer takes a little time. Wait a few minutes, then refresh the page and check again.
Do not pay a second time while waiting. If the first transfer went through, a second one only creates an overpayment that has to be refunded.
Check the status on the invitation card
Open My Invitations and look at that invitation's card. Once the payment is recognised, the Pay button disappears and the status changes.
If several invitations look alike, read the name carefully. Sometimes the money did arrive correctly and you are simply looking at the wrong card.
The transfer reference is what usually goes wrong
The system recognises your transfer by the reference shown on the payment screen. If it is edited, retyped with a character missing, or replaced with your own note, the transfer cannot match automatically.
Copy the reference exactly as given: no extra punctuation, no added names. The money still arrives, it just needs support to match it by hand.
Do not re-scan an old screenshot of the QR code
Each time you open the payment screen, the QR code and the transfer reference are generated for that specific payment.
Re-scanning an old screenshot, or the code from a different invitation, sends money with a reference that no longer matches. Always reopen the payment screen from the invitation card.
Contact support with the evidence
If it is still not recognised, message support with all of the following: the email or phone number on your account, the invitation link, the time of the transfer, the amount, and a screenshot of the successful transfer.
Sending all of it in the first message is much faster, because support can reconcile it straight away instead of asking for each piece.
