Confirm where the payment is
Start with your bank, card issuer or wallet. Is the transaction pending, completed, reversed or declined? Record the date, amount, payee description and reference. Then check the operator’s cashier history for a matching deposit. A bank authorisation can appear before the merchant has confirmed or posted the payment, so the two histories may not update at the same moment.
If the bank shows a completed payment but the operator balance has not changed, contact the operator with the reference and a screenshot that hides unrelated account details. Ask whether the payment is awaiting reconciliation and what update time to expect. If the bank shows pending or reversed, ask the bank whether it has settled.
Do not send the same amount again just to test the route. A duplicate may create another pending transaction. If the operator cannot locate a confirmed payment, ask for a case number and escalate through its formal complaints process.
Keep the right evidence
Save the payment confirmation, operator transaction ID, date/time, currency and any support reply. Never send your full card number, security code, banking password or one-time passcode. If the payment was not authorised by you, contact the bank promptly through its official channel. For bank transfer references, see bank transfers; for a declined attempt, see deposit declined.