When you report a transaction, our support team reviews the details and may ask for more information or contact a payment partner to investigate. The steps depend on the transaction's status and the issue reported.
Include your registered email address, transaction reference, amount, currency, date and a clear description. Add a receipt or error screenshot where relevant. Do not share your password, PIN or verification code.
Follow-up may take place in your existing support conversation or by email. Reply there when adding information so the case stays together. Resolution time varies; reporting does not guarantee cancellation, a refund or recovery of funds already delivered.
If the issue involves suspected fraud or unauthorised access, say so immediately. Avoid submitting the payment again until the original status is confirmed.
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