This happens most often with bank transfers and with payments interrupted mid-process.
FIRST, CHECK THE TIMING
Card and Paystack payments usually confirm within moments. Bank transfers require manual verification and take longer, particularly outside working hours.
DO NOT PAY AGAIN
A second payment creates a duplicate that then has to be refunded or credited, which takes longer than resolving the first one.
WHAT TO SEND US
Open a ticket with: The invoice number The date and time of payment The exact amount The payment reference or transaction ID The method used A screenshot or the bank confirmation if you have one
That is enough for us to match it.
COMMON CAUSES
A bank transfer sent without the invoice number as the reference, which makes matching manual and slow A payment made to an old account detail from a previous invoice A card payment that failed at the final confirmation step, so the money was authorised but not captured. This usually reverses by itself within a few days.
If suspension is imminent, say so in the ticket and we will hold the account while we verify.
