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

Make sure any reference numbers are fully visible and not partially hidden in your screenshot — a partial reference can’t be traced.

Once we have that, we pass it to the payment processor for manual verification and approval. This normally takes up to 48 hours. We’ll come back to you as soon as we hear.

If a transfer expired without completing, the money usually isn’t taken at all, though it may show as pending for a few days — see article 3.14.