A payment left my account but you say you didn't receive it

This happens occasionally with one-time payment methods, where the transaction can time out at the provider's end after you've been charged.

Send us proof of payment. We need enough to trace it with the provider:

• A receipt, or a screenshot of the transaction from your banking or payment app
• The transaction ID or reference number
• The date, amount and method used
• The email address on your account

Please make sure any reference or transaction numbers are fully visible and not partially hidden in your screenshot. A partial reference number may not be sufficient for the payment processor to trace the transaction.

Once we have the complete details, we'll forward them to the payment processor for manual verification and approval. This process normally takes up to 48 hours, and we'll get back to you as soon as we receive an update.

If a transfer expired before it was completed, the funds are usually not captured. However, your bank may still show the amount as pending for a few days before the authorization is released. Please see Article 2.14 for more information.