The first thing you need to do is wait for 30 minutes after making a payment. Many people skip this condition for some reason, even though they tick to agree to it.
When paying through StreamPay you need to wait 1 hour!
Second - we don't employ telepaths, psychics, witches, or clairvoyants, so when contacting support, be sure to specify the payment system (payment aggregator) through which you paid (which you chose in your personal account)!!!
Third, if you have more than one account on our project, check the arrival of money to the balance of those accounts that you visited on the day of payment and just before making a payment. Such cases often occur when people forget to log out of one account and log into another, make a payment, and then wait for money on another account, although it has long been lying on the first one.
If half an hour has passed and there is no money and you checked all your other accounts, then:
- if the payment was made through TON or USDT TON, then write to our support through the personal account section Help, provide a link to the blockchain payment; if you paid through the bot @Wallet, then in your payment history this link will be signed as "Open in the viewer" (View in Blockchein Explorer (English version));
- if the payment was made through Cryptomus or Plisio, then write to our support through the personal account section Help, provide detailed payment data, including a link to the blockchain payment or the HASH number (TxID) of the payment with the indication of currency/network;
- if the payment was made through StreamPay, OVERPAY, Horizon, or another payment aggregator, not specified in this instruction, then write to our support through the personal account section Support (preferably) or in our chat, provide the payment receipt in pdf format; we will deal with these aggregators ourselves;
- in other cases (AnyPay.io, Freekassa, b2pay) write a message to the payment aggregator's support (links below), through which you made a payment with approximately the following content:
Hello. Please check my payment from such and such a date and such and such a time. Paid in such and such a way. Thank you. ("such and such", "such and such" - of course, instead of them, you should specify your date, time, and method of payment).
If there is an opportunity to attach a receipt in the message, then attach it, if not, then the aggregator's support will ask you for a receipt, usually in the form of a screenshot, but possibly also a pdf file.
Then wait for a response from the support, it may be delayed.
A receipt is required when resolving payment issues!!!
¶ Links to payment aggregator support:
¶ 1) support for Freekassa aggregator
Form for appeal:
https://freekassa.com/support
or https://freekassa.ru/support
or telegram bot http://t.me/fksup_bot (theme Search for payment)
ATTENTION! the aggregator does not require entering a captcha (CAPTCHA), so the appearance of similar errors
is the work of your browser, in such cases try the following:
a) without closing the window, change the theme of the message and try to send the message again;
b) use a different browser;
¶ 2) support for b2pay aggregator
The aggregator has automated the resolution of the problem for non-credit, therefore, making a payment, do not rush to close the payment form page and keep the invoice number (token) of the payment until the money is credited to your balance!
On this page, you can double-check the payment if the money has been debited from the card, but the balance has not been replenished, a bank statement for your card will be required to provide to B2pay support.
If you have already closed the page, then look for it in the browser history, the page looks like this:
https://payment.b2pay.now/checkout-page/status/f00c42d0-80fb-11f0-a502-bc24113fded3 (where f00c42d0-80fb-11f0-a502-bc24113fded3 is the payment token).
You can also contact B2pay support using the bot for processing "lost" payments @CheckPaymentStatusBot on the payment page, when applying, you will need to specify the payment token of the account (invoice number) and if necessary upload a payment (check) or account statement from the bank (scan). When clicking the Start button, the bot will send you to some unknown manager for commands for the bot. Don't be frightened, the command to the bot is as follows:
/invoicestatus payment_token or /status payment_token
(for example /invoicestatus 6eaf7a4e-6c7f-11f0-bb34-2ed59e7538e3).
You can see your payment token on the payment page, please remember - you don't need to close it until the money is credited to your balance.
¶ 3) support for AnyPay.io aggregator
Form for appeal:
https://anypay.io/support;
Attention! Don't forget to check the spam folder in your mail, the answer from the aggregator may end up there. Also, no aggregator requires entering captcha when writing to support, so if when writing to the aggregator through the form you are asked to enter captcha, then it is a problem with your browser, open the appeal form in another browser.
Another user wrote that they changed the message topic and it sent without asking for captcha, try it.
If after a day you have not received a response from the aggregator and this response is not in the spam folder in your mail, then write a message to our support through the personal account section Support (preferably) or in our chat.
Be sure to indicate the date of payment, the payment aggregator through which you made the payment 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 in it they ask you for something that you do not have. The response from support will come to the email you provided, so make sure this email is active and accepts mail from us. Usually, support responds within a few hours. If there is no response, try writing another email, perhaps your mail does not accept letters from us. Also, check the Spam folder, maybe the support response is there. In its response, support will ask you for a check and a screenshot of the response from the aggregator's support.
To respond to our support, you don't need to start a new ticket through your personal account, respond to the email that you received with our response, in your mail.
Frequently asked questions:
- "Why should I write to the aggregator? You're the one providing it."
This question arises periodically. The answer is - because you are the payer, you specified your email during payment, you have all the payment data that the aggregator may request, so don't waste time on such questions - you will still have to write.- "What's the aggregator got to do with it? These are your cards/phone number/wallet number."
The answer is - you are not paying us directly! That is, all these card numbers, phones, wallets and their data have nothing to do with us. We do not know who Rasul Rasulov Rasulovich or Ivanov Sidor Petrovich is, whose cards the aggregator issues to you for payment, and to whom the various phone numbers belong! The payment aggregator is an intermediary between your bank and ours, you pay the payment aggregator, not us, whether you paid the invoice issued in your personal account or not - only the aggregator can tell, if you did everything correctly, did not violate the aggregator's conditions, did not make a mistake in the numbers, then the payment is credited automatically within 30 minutes maximum. If the payment has not been credited - it means that you have done something wrong, for example, instead of the amount of 489 rubles. indicated the amount of 498 rubles., or paid on old requisites, or made a mistake with the card/phone/wallet number, or the aggregator had a failure, but in any case, your money did not reach us and only the payment aggregator can solve this issue.Therefore, write to the aggregator's support as a payer and wait for their response.
p.s. A common question is - "How can I send you a file (pdf, screenshot, etc.)?";
One of the ways:
1) in response to the letter that came to you with our answer, attach a file to your letter;
2) upload your files to any file sharing service, and include a link to this file in your response.
Examples of file sharing services: https://transfiles.ru / https://postimages.org / https://imgur.com/upload / https://yapx.ru/upload / https://ltdfoto.ru / https://iimg.su
