If you have not received your funds after completing a top-up or deposit on PayMoji, you can follow the steps below to identify the issue and find out what to do next.

Local Payment Methods

PayMoji uses third-party providers to process deposits. If your funds haven’t appeared in your PayMoji account after making a deposit, follow the steps below to check your order status and contact the appropriate provider for support.

Checking the Order Status

To check the status of your order, follow these steps:

Step 1: On your PayMoji app, tap the Processing tab.

Step 2: Select the processing order.

Step 3: Tap View order to see the full status and details on the payment provider’s website used for the transaction.

Contacting the Provider 

If your funds are delayed or stuck processing, you’ll need to contact the payment provider used for your transaction directly. You can find the relevant support contacts here: Onramper Help Center

Note: When contacting the provider’s support, make sure to include your email address and any relevant transaction details (such as screenshots, order ID, or amounts) to help them locate your payment faster.

Token Deposits

If you deposited from another crypto wallet and the funds have not arrived, to verify your deposit, look up your transaction on the appropriate blockchain explorer (e.g., Ronin Explorer if you used the Ronin deposit address in your PayMoji app) and check these details:

• Check the Status: Ensure the transaction is marked as Success.

• Check the Token: Verify that the token you sent matches the currency you selected in the app.

• Check the Address (Base Deposits): If you used the Base network, verify that the "To" address on the transaction exactly matches the Base deposit address shown in your PayMoji app.

What to do next:

• If the transaction is successful, and the token and network are correct: If your balance hasn't updated after a few minutes, please submit a support ticket and include your Transaction Hash.

• If you cannot find the transaction, or you sent the wrong token/network: You may have used the wrong network or token for the transfer. In these cases, funds are unfortunately considered lost.