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Missing payment

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 on your balance it's mostly one of those reasons:

  • missing/wrong reference number
  • a wrong amount which is not matching the amount on the invoice (it has to be an exact number, include cents)
  • a wrong 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)

In order 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)
PayPal

In most cases, the PayPal payment is not credited to your balance because the payment was flagged and it has 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, just be patient, we will be back to you. Payment is often flagged because the payee's data doesn't match Tiptrans data. We do not allow 3rd party payments.

If it's more than 24 hours (during working days), then 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 it has 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, just be patient, 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), then 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 which makes it hard to identify such a payment. We suggest you send us a payment slip right away after you pay. 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 go collect WU payments manually and this might take a day or two. Please be patient and contact us only in case the payment was not processed within 3 working days. Also, do not forget to fill out the WU form to let us know 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 6 confirmations are needed for Bitcoin). Generally speaking, we can say the payment should be credited within one hour. If that's not the case please send us a TRANSACTION ID and/or INVOICE ID. Keep in mind transaction ID (sometimes called Transaction Hash) is different from the Wallet Address (which is not helpful).