Transferred but not credited
Credit normally lands within seconds. If it has been more than 2-3 minutes, this guide shows you how to sort it out yourself.
What is available on each route
| PromptPay | TrueMoney | |
|---|---|---|
| Automatic slip check | Yes | No |
| Need to contact an admin | Only if the check fails | Always |
PromptPay: verify with your slip
Step 1 — Prepare the slip
It must be a screenshot taken in your banking app, not a photo of a screen. The small QR code on the slip must be fully visible — the system reads that code to query the bank.
Maximum 10MB.
Step 2 — Open the transaction
Click your username in the top right → Top-up history, and find the unfinished transaction. Or reopen the top-up dialog you left open.
Step 3 — Click "Upload slip" and pick the file
The QR is read in your browser and only the decoded string is sent for checking — the image never leaves your device.
If it passes, the credit lands immediately.
What each message means
"The bank has not recorded this yet, it usually takes 1-2 minutes"
The transfer went through but the clearing system has not caught up. Wait 1-2 minutes and try again. This is by far the most common result for someone who just transferred.
"The amount on the slip does not match this transaction"
You sent a different amount than this transaction requires — almost always because the satang were rounded off. The money is not lost, but an admin has to credit it manually. Contact an admin with the slip.
"The transfer time on the slip is outside this transaction's window"
This slip belongs to a different transaction. Open the one matching the actual transfer time and upload it there.
"This slip has already been used" / "already used for another transaction"
A slip works once. Check Top-up history to see whether the credit already landed.
"This slip was not transferred to the shop's account"
You sent it to the wrong account. Contact an admin with the slip immediately.
"Could not read the QR on the slip"
Use a screenshot straight from your banking app. Do not crop into the QR, and do not use a photo of a screen.
"Slip checking is temporarily unavailable, please contact an admin"
A problem on our side, not yours. Do not retry repeatedly — it will not help. Contact an admin.
"Too many verification attempts"
This transaction has been checked enough times. Contact an admin with the slip.
When to contact an admin
- TrueMoney transfer and nothing after 5 minutes
- You transferred a rounded amount
- The message tells you to contact an admin
- The slip upload still fails after following the advice above
Include the email you sign in with · the full slip · the time of transfer · the exact amount sent.
What not to do
- ❌ Do not transfer again while you are unsure whether the first one landed
- ❌ Do not cancel the transaction after transferring — the money can no longer be matched to it
- ❌ Do not create a new transaction and transfer again — you end up with different satang amounts and total confusion