The first thing you should do is wait 30 minutes after making a payment. This condition is somehow often overlooked, even though people tick the box to agree to it.
When paying through StreamPay, you need to wait 1 hour!
Secondly - we don't employ telepaths, clairvoyants, witches, wizards, and mediums, so when contacting support, make sure you indicate the payment system (payment aggregator) through which you paid (which you selected in your personal account)!!!
Thirdly, if you have more than one account on our project, check the receipt of money to the balances of those accounts you logged into on the day of payment and immediately before making the payment. Such things often happen when you forget to log out of one account and log into another one, make a payment, and then expect the money to arrive in another account, even though they have long been lying in the first one.
If half an hour has passed and there is no money and you have checked all your other accounts, then:
- if the payment was through TON or USDT TON, then write in our chat or to our support via the personal account section Support, provide the link to the blockchain payment; if you paid through the @Wallet bot, then this link will be signed as "Open in Explorer" (View in Blockchein Explorer (English version)) in your payment history;
- if the payment was through Cryptomus or Plisio, then write in our chat or to our support via the personal account section Support, provide detailed payment data, including a link to the blockchain payment or the HASH (TxID) number of the payment indicating the currency/network;
- if the payment was through StreamPay, OVERPAY, Horizon, or another payment aggregator not mentioned in this guide, then write in our chat or to our support via the personal account section Support, provide the payment receipt in pdf format; we will deal with these aggregators ourselves;
- in all other cases (AnyPay.io, Freekassa, b2pay) write a message to the aggregator's support (links below) through which you made the payment with the following content:
Hello. Please check my payment dated so and so at such and such time. I paid using such and such method. Thank you. ("so and so", "such and such" - of course you should specify your date, time, and payment method instead of these placeholders). If there is an option to attach a receipt in the message, attach it, if not, the aggregator's support will request a receipt from you, usually in the form of a screenshot, but possibly in pdf format.
Then wait for a response from support, it may be delayed.
A receipt is a must when resolving payment issues!!!
¶ Links to payment aggregator support:
¶ 1) Freekassa aggregator support
Form for appeal:
https://freekassa.com/support
or https://freekassa.ru/support
or Telegram bot http://t.me/fksup_bot (Subject Search for Payment)
ATTENTION! The aggregator does not require CAPTCHA input, so the appearance of such errors
is a function of your browser, in such cases try the following:
a) without closing the window, change the subject of the message and try to send the message again;
b) use a different browser;
¶ 2) b2pay aggregator support
The aggregator has automated the lost payment issue resolution process, so when making a payment, don't rush to close the payment form page and save the invoice number (token) until the money is credited to your balance!
On this page, you can recheck the payment if the money was debited from your card but your balance was not topped up. You will need a bank statement for your card to provide to B2pay support.
If you have already closed the page, look for it in the browsing history in your browser, 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).
When contacting our support, provide these links necessarily, no receipt is needed, only upon our request.
You can also contact B2pay support using the bot on the payment page to process "lost" payments @CheckPaymentStatusBot, when applying you will need to specify the payment token of the account (invoice number) and if necessary upload a payment receipt (check) or a statement from the bank (scan). When you press the Start button, the bot will send you to some unknown manager for commands for the bot. Don't be scared, the command to the bot is:
/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, I remind you - you don't need to close it until the money is credited to your balance.
¶ 3) AnyPay.io aggregator support
Form for appeal:
https://anypay.io/support;
Attention! Don't forget to check the spam folder in your mail, the aggregator's response may end up there. Also, no aggregator requires a captcha to be entered when contacting support, so if you are asked to enter a captcha when writing to the aggregator through the form, this is your browser problem, 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 haven't 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 via the personal account section Support (preferably) or in our chat.
Necessarily 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 did not receive a response from them or received a response but in it they ask you for what you do not have. A 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 with another email specified, maybe your mail does not accept letters from us. Also, check the Spam folder, maybe the answer from support is there. In its response, support will ask you for a receipt 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 your 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? After all, you provide it."
This question periodically arises. We answer - because you are the payer, you indicated your email when making a 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 does the aggregator have to do with it? These are your cards/phone numbers/wallet numbers."
We answer - you do not pay us directly! That is, all these card numbers, phone numbers, wallets, and their data are not related to us in any way, we do not know who Rasulov Rasul Rasulovich or Ivanov Sidor Petrovich are, whose cards the aggregator gives you for payment, and to whom the respective phone number belongs! The payment aggregator acts as a middleman between your bank and ours, you pay the payment aggregator, not us. Whether you have paid the invoice issued in your personal account or not - can only be said by the aggregator, if you have done everything correctly, have not violated the terms of the aggregator, have not made a mistake with the numbers, then the payment is credited automatically within 30 minutes maximum. If the payment was not credited - it means you did something wrong, for example instead of the amount of 489r. you indicated the amount of 498r., or you paid according to old details, or you made a mistake with the card/phone/wallet number, or there was a failure in the aggregator, but in any case, your money did not come to us and only the payment aggregator can solve this issue.So contact the aggregator's support as a payer and await their response.
P.S. Often the question arises - "How do I send you a file (pdf, screenshot, etc.)?";
One of the ways:
1) in response to the email that you received with our response, attach a file to your email;
2) upload your files to any file-sharing service, and include a link to this file in your response.
Examples of file sharing sites: https://transfiles.ru / https://postimages.org / https://imgur.com/upload / https://yapx.ru/upload / https://ltdfoto.ru / https://iimg.su
