Payment problems

This page helps when a payment does not go through, or when money left your account and you do not see your credits yet. Nothing here asks you to pay twice.

If a payment fails

1. Read the page. A failed payment shows Payment did not go through and says "No money was taken. If your bank shows a debit, it comes back on its own in 5 to 7 days."
2. Press Retry to try the same way again.
3. Or press Pay another way. It switches between UPI and card.
4. If it keeps failing, press Get help to write to us on WhatsApp.

The page also shows the amount, what you were buying and a reference. Keep the reference when you write to us.

Screenshot coming soon

If money was taken and credits did not arrive

After you pay, you land on a page that says "Payment received, adding credits". It checks every few seconds. You can leave the page. The credits arrive either way.

1. Wait a few minutes and open Credits and plan. Check your Balance and your Credit history.
2. If the page says "We could not confirm this payment yet. If money was taken, the credits arrive on their own.", wait. Payments are confirmed by the payment service and checked again every night.
3. Check your bank or UPI app. A failed payment is usually reversed by the bank on its own within 5 to 7 business days.
4. If your account is not updated within 15 minutes of a successful payment, write to us with the payment ID. We will either add the plan or refund the payment.

Paying again, safely

• Pay with UPI, Card, Net banking or Wallet. For UPI, approve the request in your UPI app within 5 minutes. For net banking and wallets, you move to the bank or wallet page to approve, then come back.
• Card details go into the payment service's secure form. We never see them.
• If a coupon fails, you see messages such as "That code is not valid." or "This code has been used up." Remove it and try again.

Plan renewals

A plan renews with UPI AutoPay, and we send a notice 24 hours before each renewal. If a renewal payment fails, you also get a notification that says the payment did not go through, and you can try again from Credits and plan. You can cancel the plan from there. See Plans.

Refunds

The Refund policy decides when a payment can be refunded, and how long it takes to reach you. Read it first at Refund policy. In short:

• A plan can be cancelled any time. The plan stays active until the end of the period you paid for.
• A refund of a first payment, a top up or a Week Pass depends on the window and on how many credits you used. The policy gives the exact rules.
• Renewals are not refundable, except for a wrong charge such as a double charge or a charge after you cancelled.
• Approved refunds go back to the same payment method only.
• A duplicate payment is refunded in full.

To ask, open the contact page, choose the topic Refund request, and send your invoice number and the reason. We reply within 48 hours and decide within 7 days.

Credits are not refunded because you do not like a result. See The result does not match.

Tips

• Never share your login code with anyone. Kritiverse never calls or messages you to ask for it.
• Do not pay again before you check Credits and plan. The first payment may still be adding.
• Add your GSTIN before you pay if you need a business invoice. See Invoices and GST.

Common problems

"Payment did not go through" No money was taken. Press Retry, or Pay another way.

"Payment received, adding credits" Wait a few seconds. The page updates on its own.

"We could not confirm this payment yet. If money was taken, the credits arrive on their own." Wait, then check Credits and plan.

"The payment service did not answer. Nothing was charged. Please pay again in a minute." Wait a minute and press the pay button again.

"Too many tries in a short time. Please wait a little." Wait a few minutes before you try again.

"Please reload the page and pay again." Reload the checkout page and press pay once.

"That code is not valid." Check the coupon code for a typo, or leave it out.

"This code is for first payments only." The code does not work on this payment.