Help Center/ Payments & instalments/ Article

Payment pending, failed or charged twice

Use the payment reference and account history to avoid duplicate attempts and give support what it needs to investigate.

1 min read ยท Reviewed September 21, 2026

First checks

  1. Return to CanPay and check the order or instalment status.
  2. Allow a short time for the gateway callback and verification to complete.
  3. Check the payment provider message and your wallet or card statement.
  4. Do not repeat the payment while the first attempt is pending or if funds were deducted.

Contact support with

  • CanPay order number or instalment ID.
  • Gateway payment reference.
  • Amount, date and approximate time.
  • Gateway or payment channel used.
  • A screenshot with private balances and sensitive numbers hidden.

Sensitive information

Support does not need your password, full card number, CVV, mobile money PIN or OTP. A reversal, duplicate charge, disputed debit or payment-record correction requires human review.

payment failedpending paymentduplicate chargecharged twicereversalgateway error

Still need help with your account?

For application decisions, fraud, payment disputes, refunds or account-specific changes, contact the support team.

Open a ticket Email support