Top-up and payment status
Check the exact payment instructions and reference before paying again.
Common symptoms
Top-up pending, paid but balance unchanged, payment expired, wrong network, wrong currency, transaction hash, duplicate payment
What to check
- Check the top-up’s currency, payment method and expiry; for cryptocurrency, verify the exact network and address. Transfer the exact amount required by the payment page without rounding. Pay transfer fees separately so they do not reduce the amount received.
- Compare the provider or blockchain transaction status and reference with the panel's payment status. Allow the stated confirmation process and retain the receipt; do not repeat the payment to force a balance update.
- If a payment is missing, expired or mismatched, contact support from the relevant payment record. Provide the transaction reference and the exact network or method used so the payment can be investigated.
Common questions
I paid, but the balance has not changed. Should I pay again?
Check the original top-up and transaction status first. Confirm the currency, network, address and reference match its instructions, then report that payment if unresolved. A duplicate payment does not reconcile the original one.
Is a deposit sent after expiry automatically refunded?
Do not assume an automatic refund or credit. Preserve the transaction reference and contact support with the expired payment details. The actual transfer and payment method need review.
Open the relevant page
Before contacting support
Include the payment reference, amount, currency, network or method, transaction time and sanitized receipt. Never share wallet seed phrases, private keys, payment tokens, full card details or authentication codes.
Keep secrets out of support requests · Remove passwords, private keys, access tokens, TOTP codes, backup codes and full payment details from screenshots and logs. Share the server or order name, time with timezone and exact sanitized error.
This opens an editable ticket draft. Nothing is sent automatically.