If a payment fails
What to check if a payment does not go through, and how to reach us.
Last updated 11 August 2026
A failed payment only affects the boost you were buying. Your listing itself is free and stays exactly as it is — published, and visible in search.
Check these first
- Check whether the money actually left your account or wallet. Mobile money failures often leave the balance untouched.
- Wait a few minutes and refresh. Confirmations can lag behind the network.
- Check your balance covers the amount plus any provider charge.
- Do not retry more than once or twice. Repeated attempts can result in several charges.
Keep the transaction reference from your mobile money or bank message.
If money left your account but the boost did not start
Open a payments request with:
- The transaction reference
- The amount and the date
- The number or card used — never the full card number, and never your PIN
Our payments team aims to reply within two working days. If you were charged twice, we refund the duplicate — see Receipts and refunds.
Also tell your mobile money provider or bank, as they can trace the transaction from their side.