Payment failed or not credited: what to do

Most often, a bank transfer is late because it doesn't match its invoice: the invoice number is missing from the reference, or the amount or currency differs from the invoice. Staff then have to match the payment by hand, which takes longer. Compare your transfer with the invoice. If the money still isn't in your balance two working days after you sent it, contact us with the details listed at the end of this article.

Bank transfer not credited

We check our Fio banka accounts for new payments every 15 minutes. A payment is matched to your invoice and credited automatically only when all of these are true:

• The invoice number is in the payment reference or the message for the recipient.
• The amount that reaches us is exactly the amount on the invoice. If your bank or an intermediary bank takes its fee out of the transfer, the amounts no longer match.
• You paid in the invoice currency, into the account printed on the invoice. For example, euros sent to our CZK account don't match a EUR invoice.
• The invoice isn't paid yet. A second payment for the same invoice isn't credited automatically.

If any of these fails, staff match the payment by hand. Don't send the money again; contact us with the details below so we can find it. When a payment is matched automatically, we email you a payment receipt.

Payments to VR Bank Germany and Hang Seng Hong Kong are always matched by staff, once a day on working days, so they take longer. Hang Seng often doesn't pass on the sender's details, so send us the payment slip as soon as you have paid into that account.

Bank transfers aren't instant. Depending on your bank and the route, the money can take one or more working days to reach us.

Wise currently doesn't send payments to our bank accounts. If your Wise transfer was refused or returned, see Payment methods explained for other ways to pay.

PayPal or card payment not credited

Our security system holds some online payments for a review before they are credited, mainly when:

• your PayPal shipping address doesn't match your Tiptrans address, for example a different postcode. If the country differs, we also put your account on hold until the review is done.
• the name on the PayPal account differs from the name on your Tiptrans account. We don't accept payments from someone else's PayPal account or card.
• your card was issued in a different country than your account address and your bank didn't confirm the payment with 3D Secure, or the card payment provider rates the payment as risky.

You then see a message that the payment is being reviewed, for example Your payment was received and is being reviewed. We will get back to you shortly. after a card payment, and you usually get an email titled Payment under review. Don't pay again. We get back to you, usually within one working day.

Other messages you may see:

• Your payment is still being confirmed. Please check your balance in a few minutes before trying again. Wait a few minutes and check your balance before you pay again.
• This PayPal payment was replaced by a newer top-up and was not credited. You started a new top-up before you finished the earlier PayPal payment. Check your PayPal account before you try again, and finish one payment before you start the next.

If the Top up page says your top-up is over your online limit, or the PayPal or card option is missing, see PayPal and card payments: verification, limits and when they're unavailable.

Bitcoin payment not credited

• Bitcoin payments are credited automatically once the network confirms them, usually within 30 minutes.
• If you sent a different amount than the checkout asked for, or paid after the checkout expired, staff may have to check the payment by hand.
• If the checkout stays blank or shows an error, don't send any coins. Reload the page, or start the payment again from Top up if you haven't paid yet.

When to contact support

• Bank transfer: two working days after you sent it. For Hang Seng, send the slip straight away.
• PayPal or card held for review: only if you haven't heard from us within one working day.
• Bitcoin: if the network has confirmed the transaction and it still isn't credited an hour later, or if the checkout stays blank.

Send everything in one message through Contact us:

• your customer ID and the invoice number,
• the payment method and the Tiptrans account you paid into,
• the exact amount and currency you sent, and the date,
• for a bank transfer: the payment slip, which is the best proof because it shows all the details, or at least the account holder name and the account number you paid from,
• for PayPal: the transaction ID and your PayPal email address; for a card: the last four digits of the card,
• for Bitcoin: the transaction ID (also called the hash), copied as text rather than a screenshot. The transaction ID is not your wallet address. If the checkout was blank, add a screenshot of it.

Report a billing problem within 30 days of the transaction. After that, transactions are considered final.