I was Charged for a Purchase but the Credit Failed to Send

My balance has been deducted, but I have not gotten my credit

This article covers 4 cases where you might be charged, and not get your credit.

  • Debit card payment issues
  • eWallet (Xendit), Paypal or Crypto
  • International ( non- Thailand ) order
  • Payment success, but no credit received

Debit Card Payment Issues

With a Debit or Credit Card, it may look like you were charged, but you have not been. Learn more about Payment Hold.

There are 2 events on each charge an authorization event and then the actual charge event.  There are several cases where an authorization is completed but the actual charge fails.

Some Cards will lock the funds and issue you a charge notice upon the authorization event, so it appears funds have been deducted from your account, even though the actual charge event fails.

This charge will be removed after some length of time that is determined by the card company or bank.  Additionally, we cannot make a refund as our processor shows a failed payment with nothing to refund.

We are aware of a few services that report show you have been charged when you have not been:

  • PH Debit Cards


Xendit, Paypal or Crypto

Delays with Crypto payments can occur if payment finalization is not completed in time or there is blockchain network slowness.  Just contact support and request a manual check of payment status.

Xendit invoices may have expired, are under review or delayed for the reasons listed below.

Failed Xendit, Crypto and Paypal top ups are returned to your credit balance using our Mobile Topup app.

International orders are manually reviewed

To reduce fraud and limit abuse, we first take payment and then manually review the order.   If your order is delayed, it is under review, and credit will be sent as soon as it is manually reviewed within 24 hours.

Payment success, but not credit received

Here are the other reasons why you might not have gotten credit once your payment is successful.

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