Sebairo
Checkout help
Payment taken but nothing arrived
Most cases resolve within minutes, and support can trace the rest. Follow the steps below in order 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 arrive almost immediately. Card statements update more slowly than the app, so check the app first. If more than fifteen minutes have passed and the app shows nothing, continue with the steps below.
2. Pending payments
Banks list attempted payments as pending before they settle. A pending line can disappear within a few working days without money leaving your account. Compare it with your settled transactions before assuming you were charged.
3. Do not pay twice
A second checkout is a separate payment and does not repair the first one. Refunding a duplicate takes longer than waiting for the original to arrive or asking support to trace it.
4. What to have ready
Send these details so support can find the payment quickly:
- 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 card brand and the last four digits of the card.
- The email address on your Sebairo account.
- What you were buying: a marketplace order, an SBX top-up, or a subscription.
What not to send
Never send a full card number, the security code on the back of the card, a one-time bank code or your password. Sebairo support does not ask for them.
5. Related articles
Opens the app if it is installed on this device. On a computer, switch back to your phone.
Contact support
Email support with your checkout reference and we will trace the payment. Do not include a full card number, security code or password.
support@sebairo.com