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First, check which status is missing
A payment can appear in two places: your bank or payment app, and the platform wallet. “Money debited” and “wallet credited” describe different records. Our first step is to compare the two instead of assuming a delayed wallet entry means the payment failed. Do not make another payment just to see whether it fixes the first one.
Collect the details once
- The amount and the exact payment date and time.
- The bank/payment-app status: pending, failed, successful or reversed.
- The UTR or reference number, stored privately.
- The platform deposit-order ID, if one was created.
- An image of the relevant status with unrelated personal details hidden.
Follow the status that actually appears
If your bank says pending: use the bank or payment app’s own transaction-help process and any timeframe it displays. Do not treat a pending record as final proof of settlement. If it says failed or reversed: check whether the funds have returned before opening another deposit request. If it says successful but the wallet is unchanged: compare the destination, amount and order details, then ask the platform to trace that payment.
Why old payment instructions are risky
Payment addresses and collection instructions can change between orders. Always use the payment instructions generated for your current deposit order. Never reuse an account, QR image or UPI ID from an old image or a public chat. We do not collect deposits or publish payment destinations.
Send a focused support request
Use Help or customer service inside the account. Describe one transaction at a time and include the order ID, amount, timestamp and private payment reference. Ask whether the order is pending, rejected or matched to the payment. Keep a copy of the ticket and avoid opening many identical requests, which makes your own records harder to follow.
Protect sensitive information
A support team may need a transaction reference to trace a transfer, but it does not need your UPI PIN, OTP, password or remote-control access. Do not post bank statements or full account details in our Telegram community. For routing help, read customer support options. For a separate withdrawal issue, use our withdrawal checklist.