Fix a credit top-up problem

What you will accomplish

Check a failed or delayed Stripe payment and know what information support needs.

Before you start

• Sign in to the correct Banno account.
• Keep this guide open beside the product.

Steps

1. Open Credits and find the payment in Payment history.
2. Check whether its status is Pending, Failed, or Successful.
3. For Pending PromptPay payments, wait for Stripe confirmation and refresh once.
4. For Failed payments, start a new payment and follow the message from Stripe.
5. If a successful payment has no credits after a few minutes, contact support with the receipt ID.

What success looks like

The saved value or confirmation appears on screen and remains after one refresh.

If it does not work

• Confirm that you are signed in to the intended account and have the required permission.
• Repeat the steps once and read the complete on-screen error before closing it.
• Contact support with the page link, time, and exact error text. Never send an API key or payment card number.

Related tasks

• Submit a promotional Shout
• Edit your profile and link sign-in accounts