What if a payment is failed, pending, or canceled?

A payment on FedaPay can have different statuses:

Approved → Payment successful and validated.
Pending → Payment being processed/default status upon creation.
Failed or Canceled → Insufficient funds or other payment issue.
Declined →Intentional or accidental interruption by the customer.
Refunded → Amount returned to the customer.
Transferred → Amount transferred to the merchant account.

If your payment is pending or declined, here are the possible causes and the appropriate solutions.

Causes and Solutions Based on Payment Status

1-Pending Payment

A payment may remain pending for several reasons:

Processing in progress → Some payments require validation by the Mobile Money operator or bank.
Connection issue → A network instability may delay confirmation.
Additional verification → For certain payments, FedaPay or the card issuer may require confirmation.

Solution:

Wait a few minutes and refresh your dashboard.
Check if you have received an SMS or notification requesting an action.
If the payment is still pending after 24 hours, contact support.

2-Failed or Canceled Payment

A payment may be declined for several reasons:

Insufficient funds → The card issuer or Mobile Money operator rejected the transaction.
Incorrect payment details → An error in the transaction details may cause a failure.
Technical issue → A service interruption may block the payment.

Solution:

Check if your Mobile Money or bank account has sufficient funds.
Ensure that you have entered the correct payment details.
Try using another payment method (bank card or Mobile Money).
If the issue persists, contact support with the transaction reference.

3-Customer Debited but Transaction Not Validated

If money has been deducted but the transaction is not validated on FedaPay:

Steps to follow:

Provide a proof of debit (screenshot of bank statement or payment SMS).
Send the following details to support:
Transaction ID (if available)
Payment amount and date
Payment method used (Mobile Money or bank card)

A verification will be carried out, and a refund or validation will be processed if necessary.

Contact Support for Assistance

If your issue persists, contact our support team:

Check the payment status in your dashboard.
Send an email to support@fedapay.com with: