Did you pay us, and the payment is not credited to your balance yet? Kindly contact us at [email protected] and provide us with the following details.
Bank Transfer
Bank transfers are processed within one working day upon reception. If you don't see the payment in your balance, it's mostly one of those reasons:
- missing/wrong reference number
- a wrong amount that does not match the amount on the invoice (it has to be an exact number, including cents)
- an incorrect account used (e.g., you sent EUR to our CZK bank account, so the received amount will not match the amount and the currency used for the invoice)
To help us locate your payment, please provide us with
- payment slip copy (this is the best way, and it shows all the information mentioned below)
- your account number + account holder name
- an exact amount you sent
- date of payment
- our invoice number (e.g., reference)
Here is an example of how to generate a payment receipt from Wise
PayPal
In most cases, the PayPal payment is not credited to your balance because the payment was flagged and had to be reviewed by our compliance team. Our system should notify you; such a review will usually take up to 24 hours during working days. There is no need to contact us, be patient, and we will be back to you. Payment is often flagged because the payee's data doesn't match Tiptrans's data. We do not allow 3rd party payments.
If it's more than 24 hours (during working days), please contact us with your transaction ID and your PayPal address.
Credit Card
In most cases, the Credit Card payment is not credited to your balance because the payment was flagged and had to be reviewed by our compliance team. Our system should show you the information. Such a review will usually take up to 24 hours during working days. There is no need to contact us, be patient, and we will be back to you. Payment is often flagged because the card might be issued in another country than yours, etc. Please note we do not allow 3rd party payments.
If it's more than 24 hours (during working days), please contact us with your transaction ID and your PayPal address.
Bank transfer to Hang Seng bank
Unfortunately, Hang Seng bank usually doesn't show any payment details, making it hard to identify such a payment. We suggest you send us a payment slip immediately after you finish the transfer. We prefer using our CZ and DE banks to receive payments. Please use Hang Seng bank only for USD or HKD payments.
Western Union
We have to collect WU payments manually, which might take a day or two. Please be patient and contact us only if the payment was not processed within three working days. Also, do not forget to fill out the WU form to inform us there is an incoming payment.
Crypto payment (Bitcoin and another crypto)
Crypto payments are processed automatically after our system considers the payment confirmed (for example, six confirmations are needed for Bitcoin). Generally, we can say the amount should be credited within one hour. If that's not the case, please send us a TRANSACTION ID (sometimes called HASH ID) and/or INVOICE ID. Please send it as a text rather than a screenshot (as those strings are very long, it's easy to make a mistake during copying). Remember that transaction ID (sometimes called Transaction Hash) is different from the Wallet Address (which might not be helpful).