Overview:
If a payment still shows as Pending but the customer claims they’ve paid, it’s usually a quick sync issue between Pebl’s payment processor and the app display. Follow these simple steps to confirm the payment and refresh the status.
Step-by-Step Troubleshooting:
Double-Check with the Customer:
Confirm how the customer made the payment (e.g., via Pebl Payment Link, QR code, PayID).
If the customer insists they’ve paid, politely request bank proof of payment (a screenshot or receipt from their banking app).
Try to Refresh the Payment Status in Pebl:
Open the Pebl app and find the relevant transaction.
Tap the transaction to open the Transaction Info page.
(This often triggers a status refresh in the background.)Tap the three-dot menu in the bottom right corner.
Select Manual payment.
If the customer has already paid, the checkout page will show as Expired — confirming the payment was completed.
If the checkout still opens, the payment likely hasn’t been processed yet.
FAQs and Troubleshooting Tips:
Why does this happen?
Occasionally, there may be a slight delay between our payment processor and the Pebl app updating the transaction. Don’t worry — this doesn’t affect the payment itself and can usually be confirmed quickly using the steps above.
Is the payment lost?
No — payments are never lost. If the customer has successfully paid, Pebl will confirm and settle the funds to your account.
What if I still can’t find the payment?
If the customer provides proof of payment and it’s still not showing, please contact Pebl Support via our in-app chat for further investigation.