Resolve a problem
Pending, failed or disputed payments
Know what to check before retrying and what information to include when asking for help.
First: check history, not just the last screen
A slow connection or closed screen can leave you unsure whether a payment completed. Open the transaction history and check the latest status and reference. Do not submit another payment simply because the confirmation screen did not appear.
Respond to the state you see
| What you see | What to do |
|---|---|
| Pending or processing | Wait for a definitive status. Check history again and contact support if the result remains unclear. |
| Declined or failed | Read the reason if available. Verify whether any charge or hold appears before attempting a new payment. |
| Completed, but merchant says unpaid | Compare the recipient, amount and transaction reference. Ask support to investigate; do not rely on an expense record as proof. |
| Unexpected or duplicate charge | Gather the references for all affected transactions and report the issue. |
| Refund requested | Keep the original transaction and support reference. A request is not confirmation that funds have returned. |
What to send to support
Email hello@lumilabs.space with enough context to locate the issue:
- The transaction reference, approximate date and time.
- The amount, currency and merchant name.
- The current status and what you expected to happen.
- A screenshot with sensitive information hidden, if it helps.
Refunds, timing and exchange differences
Do not assume a refund will be immediate or use the original exchange rate. Handling depends on the transaction, merchant and applicable payment flow. Support should confirm the case-specific next step; the documentation cannot confirm an individual payment’s status.
See the Terms of Use for general account terms and support information.