Which one happened?
If no order appears in My Orders, the order was never created — an error stopped it at checkout. Nothing has been taken from you.
If the order is there and shows Cancelled with a "Payment not verified" notification, the transaction you gave could not be matched to money we received.
Check these
- The amount. Did you send exactly the figure checkout showed, not rounded?
- The account. Did you send to the number on the checkout screen, and not one from a chat?
- The TrxID. Copy it from your payment SMS rather than typing it.
- The sender number. It must be the number the money actually left from.
- The reason on the notification — it says specifically what did not match.
Do not send the money a second time. If it was sent once and the order was rejected, that money still exists and Support can trace it.
What to do
If you never sent money, just order again. If you did send it, open a ticket from Support with your order number, the TrxID and the number you sent from.