How to Handle "My Payment Hasn't Arrived" Tickets

"I paid but my balance is empty" is one of the most stressful tickets for a customer. Most of the time the payment is just still confirming. A calm, quick check solves it.

Ask for the right details

• When they paid.
• Amount, coin and network.
• The transaction ID or hash.

Check the gateway

Look up the payment in your gateway dashboard. It shows whether it's pending, confirmed, underpaid or expired.

Common causes

• Confirmations. Some networks take a while. Tell them it'll arrive automatically.
• Underpaid. Network fees took part of the amount.
• Wrong network. Sent on a different network than the payment page asked for.
• Expired invoice. Paid after the payment page timed out.

Reply calmly

"Thanks, I'm checking your payment now." Then share what you found and what happens next.

Prevent it

• Explain confirmations and networks in your FAQ.
• Recommend fast, cheap networks.
• Tell customers to pay the exact amount shown.

Your gateway connects directly to your telly.cat reseller store, so confirmed payments credit balances automatically.

FAQ

Why is a crypto top up not showing in the balance?

Common reasons are waiting for network confirmations, paying the wrong amount, using an unsupported network or the payment page expiring.

What should I ask a customer whose payment is missing?

The time of payment, the amount, the coin and network, and the transaction ID or hash.