Payment problem diagnostic hub
Find the cause before trying again
Work through common problems with Alipay, WeChat Pay, cards, QR payments and supplier transfers using clear first checks and evidence-preserving steps.
Read the exact message
Declined, pending, reversed and restricted describe different problems.
Check before retrying
Confirm whether the transaction already appears in the wallet or bank.
Record the conditions
Note provider, merchant, amount, time, funding source and account type.
Protect credentials
Never send passwords, one-time codes or full card and identity details.
If money may already have moved, pause before repeating the payment
Check transaction history, the funding account and the merchant’s records. Repeated attempts can create duplicate authorizations or make the timeline harder to verify. For suspected unauthorized activity, contact the wallet provider or card issuer through an official channel promptly.
Choose the closest symptom
What went wrong?
Search a phrase or narrow the directory by payment context. Each result begins with safe first checks and links to more detailed guidance.
Payment declined
Confirm the exact message, funding source, available balance and whether the merchant accepts that method.
Foreign card will not link
Check card eligibility, billing details, issuer restrictions and whether identity verification is complete.
Verification cannot be completed
Match the account name to the identity document and use clear, current documents without cropped details.
QR code will not scan
Check whether the code is merchant-presented or customer-presented, then retry with a stable connection.
Payment is pending
Do not immediately repeat the payment. Check transaction history and wait for the provider or bank status to settle.
Charged but merchant says unpaid
Compare the wallet or bank transaction status with the merchant receipt and preserve both records.
Refund has not arrived
Confirm when the merchant initiated it, the original funding method and the issuer’s expected posting window.
Account is restricted or frozen
Use only the provider’s official appeal process and never pay a third party to unlock an account.
Transfer to a supplier failed
Verify beneficiary details, payment purpose, currency, bank routing information and documentary requirements.
Exchange amount looks wrong
Separate the reference rate, provider rate, FX spread, card fee and any dynamic currency conversion.
Duplicate or unfamiliar charge
Lock or monitor the funding method as appropriate, collect transaction details and contact the issuer promptly.
Wallet works at some merchants only
Acceptance can depend on merchant category, acquiring setup, card type, region and risk controls.
No close match found
Try a shorter phrase or view all problems.
A reliable diagnostic order
Separate the payment stages
A payment can fail during account access, funding, authorization, merchant acceptance, settlement or refund. Identifying the stage prevents unrelated fixes from being tried.
Before contacting support
Prepare evidence that can be checked safely
Support is more effective when the issue is specific and sensitive data has been removed.
Record the exact status
Keep the date, time, amount, currency, merchant and transaction reference if one exists.
Note the relevant conditions
Include country, wallet, card type and verification state without sending secret credentials.
Capture a redacted screenshot
Hide full card numbers, identity numbers, addresses, QR payment codes and private balances.
List what happened in order
Explain the action, displayed message, whether money moved and what was tried afterward.
Use in-app or issuer support
Avoid unofficial agents who request passwords, remote access, upfront fees or one-time codes.
Escalate suspected fraud promptly
Contact the provider or issuer immediately when a charge or account change is unauthorized.
Still cannot identify the problem?
Send Extentage a general coverage question without including sensitive account information.