Why Was My Payment Not Received?
Start by collecting the amount, approximate time, transaction reference or hash, and what the app shows. Ask the recipient or merchant for their receipt or transaction history too. An app status alone may not prove bank, network, or merchant settlement.
Check a Missing Payment
- 1
Identify the route
Confirm whether you used a QR payment, Peanut Link, bank transfer, or wallet withdrawal. Each route has different evidence and processing times.
- 2
Save the app evidence
Take a screenshot showing the status, amount, recipient or merchant, and time. Do not retry an uncertain QR payment until settlement is checked.
- 3
Ask the recipient for evidence
For a merchant payment, get the merchant receipt and any receipt for a second payment. For a bank transfer, ask the recipient to check the matching account. For a wallet withdrawal, keep the transaction hash.
- 4
Compare the route timing
An in-Peanut Link claim is immediate once funded. SEPA is usually under 20 minutes but can take up to one business day; ACH takes one to three business days. Network withdrawals depend on confirmation.
- 5
Send the case to support
Share the evidence in chat. Support can confirm whether the app, ledger, bank, network, and merchant records agree.
QR Payments Need Settlement Evidence
A merchant terminal can report failure even when Pix settled. A pending, failed, or completed line in the app is not enough by itself. Send support the app confirmation, merchant receipt, merchant name, approximate time, and any second-payment receipt. If settlement shows that the merchant received both payments, the merchant must return the duplicate.
Links, Banks, and Wallets
For a Peanut Link, check whether it remains unclaimed or was claimed. An unclaimed Link can be reclaimed; a claimed Link is final.
For a bank transfer, use the current route time and keep the transfer reference. For a wallet withdrawal, check the exact hash on the selected network. On-chain delivery can be complete even if the app history has not updated.
FAQ
Does a failed status guarantee that my balance was returned?
No. Do not infer settlement or a refund from the status alone. Share the transaction evidence with support.
How long will a refund take?
Support must first confirm what happened. This page cannot promise a refund or a timeline for a specific missing payment.
Should I pay the merchant again?
Avoid retrying while the first QR payment is uncertain. If you already paid twice, keep both receipts and contact support.
What should I send support?
Send the amount, time, app screenshot, transaction reference or hash, and the recipient or merchant receipt.