Symptom
A top-up, subscription invoice, order, or plan-related payment still says Pending; money may have left the bank/provider account but the Vacto balance or entitlement has not changed.
Common causes
- An InstaPay/manual proof is waiting for Vacto admin review.
- The online provider attempt has not passed callback/inquiry verification.
- The amount or reference does not match the Vacto payment contract.
- The payment was declined, cancelled, or failed at the provider but the screen has not refreshed.
- The payment was verified but its purpose-specific wallet, invoice, order, or subscription action needs investigation.
Checks you can perform
- 1
Open the original payment record.
Do not start from a new top-up or invoice. Note its Vacto reference and purpose.
- 2
Check the status in the matching area.
Use Wallet for top-ups/settlements, Billing for subscription invoices, and Orders for customer payments.
- 3
Refresh once after a short interval.
Provider verification can finish after the browser returns. Repeated refreshes or new sessions do not make verification safer.
- 4
Compare the exact amount and time.
Use a redacted bank/provider record. Do not expose a full account/card number.
- 5
Check the public payment availability callout.
A disabled new-payment gate does not stop Vacto from verifying an already-created payment.
What not to do
- Do not pay the same invoice or order again while the first attempt is unresolved.
- Do not edit the payment reference to make it look paid.
- Do not ask a customer to reuse an old EasyKash URL.
- Do not send OTPs, passwords, card details, or unredacted bank statements.
Before you contact support
- Copy the store slug, order reference, invoice reference, or request reference shown on the page.
- Describe what you expected, what happened, and the last safe step you completed.
- Attach a screenshot only after hiding customer names, phone numbers, addresses, payment references, and other private data.
- Never send a password, OTP, session link, or full payment-card details.