> ## Documentation Index
> Fetch the complete documentation index at: https://kmerhosting.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshoot payments and top-ups

> Diagnose pending orders, CamerPay returns, delayed wallet credit, and duplicate-payment risk.

Payment troubleshooting must distinguish browser return state from provider confirmation and webhook processing.

<Frame caption="Record the provider reference and timestamp without exposing the payer phone number.">
  <img src="https://mintcdn.com/kmerhosting-a736a8a9/qmzUGdL1AajWuhXn/images/screenshots/camerpay-payment.png?fit=max&auto=format&n=qmzUGdL1AajWuhXn&q=85&s=f6aa6d078152378b2b8e1c8079b9d77f" alt="Record the provider reference and timestamp without exposing the payer phone number." width="1600" height="900" data-path="images/screenshots/camerpay-payment.png" />
</Frame>

## Top-up completed but credit is missing

1. Do not immediately repeat the payment.
2. Refresh Billing and review account credit.
3. Check the payment return page and any transaction history.
4. Wait briefly for webhook processing.
5. Contact support with provider reference, amount, currency, timestamp, and account email.

## Order remains pending

Confirm the invoice and payment state, then review Pending Services. A paid order can still be waiting for provisioning.