Sebairo
Checkout help
Money left my account but nothing arrived
Almost every case of this resolves itself within minutes, and the rest we can trace. Work down this page in order before you do anything else — especially before paying a second time.
1. How long it should take
A confirmed payment reaches Sebairo within seconds: marketplace orders move to confirmed and SBX Wallet credits land almost immediately. Card statements are slower than the app, so check the app first. If more than fifteen minutes have passed and the app still shows nothing, treat it as stuck and carry on down this page.
2. Pending is not the same as charged
Banks list attempted payments as pending before anything settles. A pending line can vanish on its own within a few working days, and that money never actually left your account. Compare it against your settled transactions before you assume you were charged.
3. Never pay twice to force it through
A second checkout is a second, independent payment — it does not repair the first one. Getting a duplicate back takes far longer than waiting for the original to land or asking us to trace it.
4. What to have ready
With these, support can find the payment on the first reply instead of the third:
- Your checkout reference, if you have it — it starts with cs_ and appears in the address bar of the page Stripe returned you to.
- The date and time of the payment, and your time zone.
- The amount and the currency exactly as your bank shows them.
- The last four digits of the card and the card brand — the last four only.
- The email address on your Sebairo account.
- What you were buying: a marketplace order, an SBX top-up, or a subscription.
Never send these
A full card number, the security code on the back, a one-time bank code, or your password. Sebairo support will never ask for any of them, and anyone who does is not us.
5. Read the detail
Opens the app if it is installed on this device. On a computer, just switch back to your phone — nothing here needs finishing.
Still need a person?
Email support with your checkout reference and we can trace the payment from our side. Never include a full card number, a security code or a password — Sebairo will never ask for them.
support@sebairo.com