Top-up reconciliation

Payment shows success but the balance didn't move — handle it in this order.

1. 1
   Confirm success on the payment channel; save the order number / screenshot
2. 2
   Confirm the signed-in account matches the one that ordered
3. 3
   Wait 15–30 minutes
4. 4
   Still nothing: don't place more orders — contact support

Common causes

• Payment-channel callback delay (common with crypto, cross-border or third-party payment peaks)
• Ordered and signed in on different accounts (switched email or OAuth provider)
• Amount or plan doesn't match the page, or a redeem code wasn't submitted in “Wallet”

Related

• Top-up & plans
• Balance & logs
• Contact support