Where: Your shop order link and the payment provider's result.
Before you start
Keep the order reference and any provider payment reference. Do not share a MoMo PIN, OTP or full card number.
Steps
- Return to the existing order and read its payment status. Separate pending or unknown from confirmed failure.
- Check your provider's transaction history if your balance changed. A debit or payment screenshot may still need reconciliation with the order.
- If the payment is pending, wait for a confirmed result or ask Support to check it. Do not immediately repeat checkout.
- If the order confirms failure and no successful payment is associated with it, review the payment details and use an available payment option.
- For a debit without order confirmation or a suspected duplicate charge, contact Support with both references, amount, time and a redacted receipt.
Check the result
The order's actual payment status is known, or Support has enough detail to investigate without another uncertain payment.
If something goes wrong
Closing the provider page or losing signal does not establish failure. Avoid repeated payment attempts while the outcome is unknown; this guide cannot promise a provider reversal deadline.
Get help
Email [email protected], or sign in to your support tickets. You do not need a seller account to email us. Include the shop link, order or payment reference, what happened, and a screenshot with private details hidden. Never send passwords, PINs, OTPs, full card numbers or identity documents by email.
Content owner: Yogroo Support
Content reviewed: 28 October 2026
If your screen differs from these instructions, contact Support before continuing.