The first thing you should do is wait 30 minutes after making the payment. Many people overlook this condition for some reason, even though they check the box to agree with it.
When paying through StreamPay you need to wait 1 hour!
Secondly - we do not employ telepaths, psychics, wizards, witches, and clairvoyants, so when contacting support, be sure to specify the payment system (payment aggregator) you used to pay (which you selected in your personal account)!!!
Thirdly, if you have more than one account on our project, check if the money has been credited to the accounts you logged into on the day of the payment and immediately before the payment. Such cases often occur when people forget to log out of one account and log into another, they make a payment, and then wait for the money on another account, although they have been on the first one for a while.
If 30 minutes have passed and the money has not arrived and you have checked all your other accounts, then:
- if the payment was made via TON or USDT TON, write in our chat or into our support through your personal account Support section, provide the link to the blockchain payment, if you paid through the @Wallet bot, this link will be signed in your payment history as "Open in explorer" (View in Blockchein Explorer (English version)); or provide the HASH number (TxID) of the payment;
- if the payment was made via Cryptomus, write in our chat or into our support through your personal account Support section, provide the detailed payment data, including the link to the blockchain payment or the HASH number (TxID) of the payment with the currency/network;
- if the payment was made via StreamPay, OVERPAY, Horizon, ParityPay or another payment aggregator not listed in this guide, then write in our chat or into our support through your personal account Support section, provide the payment receipt in pdf format; we will solve the issue with these aggregators ourselves;
- if the payment was made via B2pay, write in our chat or into our support through your personal account Support section, provide:
<> the link to the payment page or the invoice number (token) of the payment - this is important!
<> check in PDF format (for B2pay_New only when we ask for it from you)
<> if you made a mistake and refreshed the page several times, which seemed frozen to you (each page refresh is equivalent to pressing the Pay button), not waiting for the first payment button click to complete and the amount was debited from your card account several times, then also provide a statement from the card account for the period from the day of payment to the day of statement provision. Since the statement contains confidential data, write an application not in the chat, but in the support through the personal account.
If you have already closed the page, look for it in the history of visits in the browser, the page looks like this:
- for B2pay_Old https://payment.b2pay.now/checkout-page/status/f00c42d0-80fb-11f0-a502-bc24113fded3 (where f00c42d0-80fb-11f0-a502-bc24113fded3 is the payment token).
- for B2pay_New https://app.b2pay.online/payment/ea163ba5-4eb5-4469-b191-ea08ff51a6cd (where ea163ba5-4eb5-4469-b191-ea08ff51a6cd is the payment token).
These tokens are for example, you will have your payment token, do not provide us the token or link from the example!
- in other cases (AnyPay.io, Plisio) write a message to the support of the payment aggregator (links below), through which you made the payment approximately of this content:
Hello. Please check my payment from such-and-such date at such-and-such time. I paid in such-and-such way. Thank you. ("such-and-such", "in such-and-such way" - of course instead of them you should specify your date, time, and method of payment). If there is an opportunity to attach a check in the message, attach it, if not, the aggregator's support will ask you for a check, usually in the form of a screenshot, but perhaps also a pdf file.
Then wait for a response from support, it may be delayed. Periodically check your spam folder in your mail, if the appeal was by email.
A check is needed to resolve payment issues!!!
¶ Links to payment aggregators support:
¶ 1) support of AnyPay.io aggregator
Form to contact:
https://anypay.io/support;
¶ 2) support of Plisio aggregator
Write an email to the aggregator at support@plisio.net, be sure to provide detailed payment information, including the link to the blockchain payment or the HASH number (TxID) of the payment with the currency/network indication.
Then wait for a response from the aggregator, don't forget to check your spam folder in your mail.
Attention! Don't forget to check the spam folder in your email, the answer from the aggregator may end up there. Also, no aggregator requires captcha input when contacting support, so if you are asked to enter a captcha when writing to the aggregator through the form, this is a problem with your browser, open the appeal form in another browser.
Another user wrote that he changed the subject of the message and it was sent without a captcha request, try it.
If you have not received a response from the aggregator within a day and this response is not in the spam folder in your email, then write a message to our support through the personal account Support section (preferably) or in our chat.
Be sure to indicate the date of payment, the payment aggregator through which you paid and report that you have already written to the aggregator's support and have not received a response from them or received a response, but they are asking you for something you do not have. The response from support will come to the email you specified, so make sure that this email is valid and receives mail from us. Usually, support responds within a few hours, if there is no answer, try writing again with a different email specified, maybe your mail does not receive letters from us. Also check the Spam folder, the answer from support may be there. In its response, support will ask you for the check and a screenshot of the response from the aggregator's support.
To respond to our support you do not need to start a new ticket through the personal account, reply to the email that you received with our response, in your mail.
Frequently asked questions:
- "Why should I write to the aggregator? You are the one providing it."
This question comes up periodically. We answer - because you are the payer, you specified your email when paying, you have all the payment data that the aggregator can ask for, so do not waste time on such questions - you still have to write.- "What does the aggregator have to do with it? These are your cards/phone number/wallet number."
We answer - you do not pay us directly! That is, all these card numbers, phones, wallets and their data have nothing to do with us, we do not know who is Rasulov Rasul Rasulovich or Ivanov Sidor Petrovich, whose cards are issued to you by the aggregator for payment and who owns this or that phone number! The payment aggregator is an intermediary between your bank and ours, you pay to the payment aggregator, not to us, whether you paid the invoice issued in the personal account or not - only the aggregator can say, if you did everything right, did not violate the aggregator's conditions, did not make a mistake in the figures, then the payment is automatically credited within a maximum of 30 minutes. If the payment has not been credited - it means you did something wrong, for example instead of the amount of 489r. indicated the amount of 498r., or you paid with old data, or you made a mistake with the card/phone/wallet number, or the aggregator had a failure, but in any case your money did not come to us and only the payment aggregator can solve this issue.Therefore, write to the aggregator's support as the payer and wait for their response.
p.s. A frequent question arises - "How do I send you a file (pdf, screenshot, etc.)?";
One of the ways:
1) by replying to the email that came to you with our reply, attach the file to your email;
2) upload your files to any file sharing service, and include the link to this file in your reply.
Examples of file exchanges: https://transfiles.ru / https://postimages.org / https://imgur.com/upload / https://yapx.ru/upload / https://ltdfoto.ru / https://iimg.su
