If our team can’t match a payment to your deposit, we reject the deposit and tell you why. Nothing is added to your balance, and the reason shows on the deposit in Activity.
Common reasons
The reason you see depends on what the reviewer found. The most common:
- we couldn’t find a payment for this deposit
- the amount received doesn’t match the amount you entered
- the payment didn’t carry the reference code, and we couldn’t link it to you another way
- the proof didn’t match the payment we received
What to do next
- Open the deposit in Activity and read the reason.
- Check your bank or payment app. Did the payment leave your account? Does the amount and reference match?
- Contact us with the deposit’s reference code and your payment confirmation. We reply within one business day.
We’ll look at it again and tell you what we found and what happens next.
Don’t pay twice
A rejected deposit can’t be reopened. If you start a new deposit, you get a new reference code, and the app will expect a new payment. Only do that if you are sending money again. If you already paid and the deposit was rejected, contact us first rather than sending the same payment a second time.
Rejected, expired or canceled
These look similar in Activity but mean different things:
- Rejected: you marked the deposit as sent, and we couldn’t match a payment to it.
- Expired: the deposit was never marked as sent, so it closed on its own after a while.
- Canceled: you canceled the deposit before marking it as sent.
None of them cost you anything.
Avoiding it next time
- Copy the reference code exactly into the payment’s memo or note.
- Send the exact amount you entered.
- Attach your payment confirmation when you tap “I’ve sent it”.
More in How to add money, step by step and How deposits are reviewed.