Payment rejected or account paused for an unpaid balance

Why a payment entry is rejected

When you add a payment entry, we match it with the money that reached our bank account. Small entries can be usable at once, before this check is done.

If we cannot find the payment, we reject the entry. The most common reasons are:

• The amount you entered is different from what you paid.
• The reference number is your payment app’s Transaction ID, not the bank’s 12-digit UTR. See Payment reference number: enter the UTR.
• The payment was never made.

We email you when we reject an entry, with the reason.

What to do after a rejection

1. Check your bank’s SMS for the payment. It shows the exact amount and the 12-digit UTR.
2. On the Billing tab, add a new payment entry with the exact amount and the last 4 digits of the UTR.
3. If you need help, use the Contact support button in the email or in the warning.

After a rejection, your next payment entries are checked by our team by hand, so they are not usable at once.

The last day to fix it

A rejected entry can leave your wallet with an unpaid balance, because the money from that entry may already have been used for a recharge or a static IP.

When this happens, the email and a warning on every page show the unpaid amount and the last day to fix it. The warning cannot be closed until the balance is paid, but you can make it smaller so it does not cover your screen.

If you add a corrected payment entry before that day, your account stays active while our team checks it.

When the account is paused

If the balance is still unpaid after the last day, your account is paused:

• Trading and the API stop.
• You can still sign in with your usual login. Instead of the normal screens, you will see a payments page.
• On that page you can see the unpaid amount, pay, add or correct a payment entry, and contact support.

As soon as your payment is approved, your account is fully active again on its own. Sign in again to use it as usual.