I paid, but my balance didn't go up

Your balance is normally topped up automatically right after payment. Sometimes the bank or the payment provider confirms a payment with a delay, and then the money arrives a bit later on its own. Don't pay again: a second payment is credited as a separate top-up.

What to check#

1. Wait a few minutes. If the provider hasn't confirmed the payment yet, we keep checking it and credit it as soon as the confirmation comes in.

2. Look at your transaction history (see below where to find it). It shows only credited operations. The top-up is there, but the purchase you paid for wasn't completed? Buy it from your balance — no need to pay again.

3. Check the account. Paying in the bot or the Mini App tops up your Telegram account; paying on the website or in the ResetVPN app tops up your website account. The balance becomes shared once you link Telegram to your website account.

4. Paid an old invoice? A payment provider's invoice is valid for a limited time. If money was charged for an expired invoice, don't create a new one — contact support.

5. Paid via Tribute (bot)? The payment is credited to the balance of the Telegram account you paid from: if that was another account, the money is on that account's balance in the bot. If you paid in Tribute without signing in with Telegram, the payment is credited manually. Either way, contact support.

Where to find your transaction history#

Still nothing?#

If the money still hasn't arrived after 30 minutes, contact support: the "Support" chat on the website, in the Mini App or in the ResetVPN app, or the @ResetVPNsupport_bot bot. Include:

• the payment method and amount;

• the date and time of payment;

• the receipt or a screenshot of the transaction from your bank;

• your account email or the Telegram account you paid from.