---
id: help.troubleshooting.says-paid
title: "My customer says they paid, but the payment isn’t Paid"
canonical: https://docs.secureprocessing.app/help/troubleshooting/customer-says-they-paid
description: "They may still be on the bank’s page or at its 3-D Secure step, and we keep checking with the bank by ourselves. Do not deliver what you sold until the payment says ."
last_verified: 2026-11-01
---

# My customer says they paid, but the payment isn’t Paid

They may still be on the bank’s page or at its 3-D Secure step, and we keep checking with the bank by ourselves. Do not deliver what you sold until the payment says **Paid**.

## Check these first

Open the payment under **Payments**, and read its status.

## It says Processing or Authenticating

The bank has not finished, or your customer has not finished its 3-D Secure step. Wait. We keep checking with the bank, so the status changes by itself even if the customer closed their browser. In Test mode it can take longer.

## It says Incomplete

Nothing has been paid. The page may say why: **The last attempt was refused** means their bank said no, and **The last attempt did not complete** means they did not finish. They can try again.

## There is no payment

Check you are in the right mode, and that you are looking at your own link or invoice. Ask them for a screenshot of what they saw.

## They can see a charge on their statement

A pending amount can appear on a statement for a payment that did not finish, and their bank drops it later. It is not the same as you being paid. Their bank can tell them more.

## A customer’s word is not a payment

We only mark a payment Paid once the bank itself confirms the money. A screenshot of a success page can be faked, so go by what your dashboard says.

For developers: [Accept a payment](https://docs.secureprocessing.app/accept-a-payment.md)

## Related

- [What a payment’s status means](https://docs.secureprocessing.app/help/payments/what-a-status-means.md)
- [Find a payment](https://docs.secureprocessing.app/help/payments/find-a-payment.md)
- [Why was a payment declined?](https://docs.secureprocessing.app/help/payments/why-was-it-declined.md)

Still stuck? Write to [admin@secureprocessing.app](mailto:admin@secureprocessing.app) with the payment’s id, the time they paid and the amount.