Wallet top-up failures and payment troubleshooting

If wallet top-up fails or remains pending, follow these checks before opening a support escalation.

What this is

Wallet top-up issues are usually linked to authorization declines, temporary provider checks, or incomplete billing details.

What to provide

• Top-up amount, timestamp, and visible payment status.
• Last error text shown in checkout or wallet history.
• Your workspace and account identifier for payment review.

What happens next

• Retry after confirming your payment method and available balance with your bank or card issuer.
• If a top-up remains pending, support can verify whether the transaction is still processing or failed.
• Coming soon: clearer in-app decline reasons and expanded self-serve retry guidance.

For urgent orders, include the affected order ID so support can prioritize payment-side troubleshooting.