Check the transfer and invoice
Blockchain confirmation and card crediting are separate stages. A successfully sent transfer therefore does not always mean the card balance has already updated. No single crediting time is guaranteed for every network.
- In your wallet or exchange, check that the transfer was sent, rather than merely created. Keep the hash, network, token and actual amount.
- Compare network, address and amount with the original SafePay invoice. Allow for exchange withdrawal fees: the recipient may receive less than the withdrawal amount.
- Open the SafePay invoice status. If waiting for confirmations, wait for the result; for an error, expiry or partial payment, contact support.
Do not cancel a paid invoice, resend it or add funds without instructions. Wrong-network or wrong-token recovery and refunds are not guaranteed.
Details for investigation
- SafePay invoice or operation ID, transaction hash and network.
- Token, receiving address, amount and sending time.
- A status screenshot without passwords, codes or a seed phrase.