I topped up my store balance but it's not showing — what do I do?
First refresh and recheck your balance — many top-ups post a few minutes after the bank confirms payment. If it's still missing after that, and especially for Cash Plus or bank-app payments, contact support with your account email and the payment amount/date.
Steps
- Go to Account Settings → Coins / Balance and refresh the page — some top-ups take a few minutes to reflect.
- If you manage more than one store, make sure you're checking the balance on the correct store — a payment can be applied to a different store than the one you're viewing.
- Still not showing? Email support with your account email, the amount paid, the payment method (bank card, Cash Plus, etc.), and the date/time.
- Support checks the payment against your account and manually credits the balance if the payment is confirmed but wasn't applied automatically.
Common problems
- Paid via Cash Plus and it's not reflectedCash Plus top-ups sometimes need manual confirmation by support rather than crediting instantly; a Moroccan bank card is a faster alternative if you need the balance immediately.
- Orders and stats disappeared from the dashboard around the same time as a failed top-upthis is usually because your balance ran out, not a bug — see Why is my dashboard paused — is it because of a negative balance?.
- Topped up on one store but the balance shows on anotherdouble-check which store you were logged into when you paid; support can move the credit to the right store.
- Amount credited doesn't match what you paidsee I was charged twice for the same balance top-up — can I get the extra back? if you were charged more than once, or contact support directly for a partial-credit discrepancy.