Payments & Payouts

What information is needed to investigate a failed transaction?

Updated 2026-10-10

Support can look up a failed payment from its order or transaction reference, the approximate time, and the method type.

What to do

1. Copy the reference shown on the order, checkout error, or wallet row.
2. Note the method type, such as card, mobile money, or wallet, without sending account numbers.
3. Say what the status page displayed.

Eligibility

Full card numbers, CVV codes, passwords, private keys, and authenticator codes are not required and must not be pasted into the ticket.

If something goes wrong

• A bank SMS alone is hard to match without the Jimvio reference.
• Screenshots are useful only if they hide secrets.

Submit one ticket per payment so the thread stays attached to that reference.