Payment & Purchase Issues – Troubleshooting Guide

When you purchase a plan or make a payment, you may occasionally run into issues such as payment failure, duplicate charges, or orders not being created. Please refer to the steps below to quickly diagnose the problem and restore normal use.

1. Common purchase / payment issues

These are the most common situations reported by users:

• Payment was completed, but no order appears in the dashboard or the balance did not increase
• The payment page shows payment failed / transaction declined
• You were charged, but the system still shows unpaid / incomplete
• After clicking “Pay” multiple times, you suspect duplicate charges
• The payment gateway cannot be opened, keeps loading for a long time, or shows an error
• The final amount charged is inconsistent with what you expected (exchange rate, coupon, etc.)

2. Initial self-check steps when a payment issue occurs

1. Check your network and device status

   • Make sure your current network connection is stable.
   • Avoid repeatedly paying over a weak connection or public Wi-Fi.
   • If the payment page does not respond for a long time, try using another browser or an incognito / private window.

2. Confirm whether you were actually charged

   • Log into your banking app / payment account / third-party wallet:
     • Check your recent transaction history;
     • Confirm whether the specific order was successfully charged.
   • If the transaction shows as “pending / processing / authorized”, there may be a delay on the bank or payment processor side. Please wait a while and check again.

3. Refresh the order page

   • Go back to the Orders / My Wallet / My Orders page on our website.
   • Refresh the page and see if a new order or top-up record has appeared.

4. Avoid repeated payments in a short period

   • If you are not sure whether you were charged, first verify your transaction history.
   • Avoid clicking “Pay now” multiple times in quick succession to prevent duplicate orders or duplicate charges.

3. Handling common scenarios

1) Payment shows as successful, but no order / balance in the system

✅ Recommended steps:

1. Take a screenshot of the successful payment page or transaction record for your reference.
2. Return to the website and refresh the My Orders or My Wallet page.
3. If nothing appears after some time:
   • Please contact support and provide:
     • Payment time
     • Order amount
     • Payment method (e.g., credit card / third-party wallet)
     • Screenshot or transaction ID
   • We will check the payment logs. If the payment was indeed successful but not credited, we will manually create the order or adjust your balance for you.

2) Payment failed / bank declined the transaction

Common reasons include: bank risk control, international payment restrictions, insufficient funds, etc.

✅ Recommended steps:

1. Try a different payment method / card / account.
2. Confirm whether your card supports:
   • Cross-border purchases / foreign currency payments;
   • Online payments and card-not-present transactions.
3. Contact your issuing bank or payment provider to ask whether there are:
   • International transaction restrictions;
   • Per-transaction or daily limits;
   • Temporary risk-control freezes or other holds.

3) Suspected duplicate charges

✅ Recommended steps:

1. In your banking or payment app, check whether there are multiple transactions with the same amount and similar timestamps.
2. In the website My Orders page, verify how many corresponding orders exist:
   • If each charge has a matching order and you can use them, you may keep them based on your actual needs;
   • If there are clearly unwanted orders, please contact support and explain the situation.
3. If you confirm that there are more charges than valid orders:
   • Take screenshots of all relevant transactions;
   • Contact support. We will coordinate with the payment provider and arrange a refund or another appropriate solution where applicable.

4) Final amount is different from what you expected

For example, the amount actually charged is different from the amount shown on the checkout page.

Possible reasons:

• Exchange rate fluctuations: When paying in a foreign currency, your bank converts the amount according to its current exchange rate, which may differ slightly from the reference rate.
• Additional bank / provider fees: Some banks or payment services charge extra fees for cross-border or foreign-currency transactions.
• Coupons / discounts were not successfully applied.

✅ Recommended steps:

1. Double-check during checkout:
   • The currency and the listed price;
   • Whether any promo code / coupon was actually applied.
2. Compare the final charge shown in your banking / payment app.
3. If the difference is clearly abnormal, please keep screenshots and contact support so we can help verify.

5) Payment gateway cannot be opened or keeps loading

✅ Recommended steps:

1. Try another browser and temporarily disable browser extensions (such as ad blockers or proxy / VPN extensions) before retrying.
2. Confirm that your current network is not heavily restricted by a firewall (for example, some corporate or school networks).
3. Test with another network environment (for example, switch to a mobile hotspot).
4. If the payment page still fails to load after multiple attempts, try a different payment method or contact support for assistance.

4. When should I contact support immediately?

Please contact support as soon as possible if any of the following occurs:

• You have confirmed a successful charge, but no order or balance change appears after a reasonable period;
• There are multiple charges, and the number of website orders does not match the number of successful payments;
• You cannot use the service properly after purchase and suspect that the package or amount is incorrect;
• The payment page repeatedly shows errors and you cannot complete the purchase at all.

To help us resolve the issue faster, please provide the following information when you contact us:

• Your account (registered email or user ID)
• The plan name, country / type, and duration you purchased
• Payment method and the actual charged amount
• Time of the transaction (ideally down to the minute)
• Screenshots from your bank or payment app showing the transaction details

We will verify your order and payment records as quickly as possible and help you with manual order creation, refunds, or other follow-up actions to keep your experience smooth and your funds safe.