A payment is pending or my balance has not updated

If the payment result is unclear, pause before trying again. An unfinished confirmation, a pending payment, and a completed top-up that has not appeared in your balance need different steps.

Check what you were paying for

For a product purchase, look for the order in My Purchases and check any payment notice. For a top-up, return to the balance section in the same account and look at Spending balance.

The bank's pending or completed entry can help describe the problem, but it does not by itself confirm what has been added to your TrekGuider account.

Follow the message

• Confirmation is unfinished: complete the payment confirmation if it is still available, then wait for its result.
• Payment status or verification is pending: do not start another payment while the first result is unresolved.
• Payment was processed but the balance update failed: contact support. Do not repeat the top-up to try to repair the balance.
• The payment is already on your balance: check the existing credit rather than expecting another addition from the same payment.

You can return to the account page to check its current display, but refreshing the page is not a reason to authorize a second payment.

Contact support

Include whether this was a product purchase or top-up, the amount, approximate date and time, any order or receipt reference, and the exact message.

A screenshot can help if you remove private payment details and access links first. Support does not need your password, full card information, or one-time bank code.