If the money hasn’t arrived yet, please contact your card-issuing bank. Only the bank can check the reason for the delay.

In the SelfPay Now app you can find the RRN reference number, which is a unique reference number. Open the transaction from the list on the home screen and share the RRN with the bank for verification.

Usually, in such situations, the card-issuing bank temporarily blocks the amount until the merchant confirms or cancels the transaction.

We recommend contacting your issuing bank to find out when the amount will be unblocked and become visible in your account again.

For faster identification of the transaction, we suggest providing the bank with the RRN code, which you can find when you open the transaction from the list on the home screen. This is a unique reference number.

This change voucher comes from a cancelled transaction and cannot be used as a voucher in the SelfPay Now app.

You can use it easily as follows: go to any nearby SelfPay Payment Station (check this directly in the app), select the SelfPay Now service, scan the QR code, then under payment methods choose “Change voucher” and scan the receipt.

You can retry the transaction directly in the app using the barcode on the receipt, as follows:
▶️ Open the SelfPay Now app;
▶️ Choose the card you want to deposit the amount to;
▶️ Select “Deposit” and then “Deposit with voucher”;
▶️ Enter the numeric code from the receipt;
▶️ Confirm the top-up.

If the transaction still fails, please check it in the payment history list.
Open the transaction to see the reason why it failed.

If the transaction was declined by the bank, please contact your card-issuing bank to check the reason for the decline.

You can also add another card in the app and try again by following the steps above.

Please make sure that in the app you selected “Deposit”, not “Scan&Pay”.

Normally, if you frame the QR code inside the square shown on the screen and it’s not read, we recommend moving your phone slightly away from the station. Start at about 15–20 cm and gradually adjust the distance until the entire Payment Station screen is framed or until the code is scanned.

If it still doesn’t work, please check the following:
✅ Brightness: if it’s too dark or there are reflections, the QR may be hard to detect.
✅ Reflections: slightly change the angle of the phone or camera.
✅ Focus: hold the phone still for a few seconds to focus correctly.
✅ Movement: avoid moving the phone while scanning.
✅ Dirty/foggy camera: wipe the camera lens.