Ask for transaction details and supporting evidence:
- Please request the customer to provide the following information:
- Transaction ID or Reference Number
- Date and Time of the transaction
- Screenshot of the bank statement showing the debit for the payment
If the transaction was made through the Gateway Model:
- You should check your provider’s portal to verify if the transaction is recorded there.
- If you locate the transaction, please write an email to our Support Team, (support@pxp.io), requesting to update the payment status to successful.
If the transaction was made through the Aggregation Model:
- please send an email to our Support Team (support@pxp.io) with the following:
- Transaction details (Transaction ID, Date, and Amount)
- Screenshot of their bank statement showing the debit.
- We will investigate the issue and update the payment status in our reports.