If a customer says they paid but the payment is not confirmed, open Finance → Billing → Payments. Search by Transaction ID, Access / Account, or Reference / Phone, then compare the row's Method, Status, Amount, and Date with the customer's receipt.
Check the payment status
- Completed means PayGrid has recorded a successful payment.
- Pending means the attempt has not reached a final status. If the row offers Recheck, confirm the action and wait for its result. A result of Still pending means PayGrid has not received a success confirmation yet.
- Failed means the attempt did not complete successfully. Check the payment details and ask the customer to confirm the provider's result before they try again.
Recheck works only for a pending row and only when that provider supports a status query. For a callback-only provider, PayGrid cannot query the current status; check the provider's transaction record and wait for its callback to update PayGrid.
If the payment row is missing
Search again using the customer's phone number, payment reference, and access or account code. A payment with no matching row cannot be rechecked from PayGrid. Compare the provider's record with the Payments list before recording an offline payment. Record Manual Transaction logs a separate manual record; it does not confirm or update a gateway attempt.