What to check when a deposit does not appear and how to contact support with useful details.
Route for unblocking a deposit
If MXN balance does not appear, check method, reference, time, receipt and cashier status.
Do not repeat the payment immediately. Refresh the account, wait for confirmation and contact support with full details if it remains pending.
Pending deposit: quick check
Most delays are solved by checking route, reference and account status. The most common mistake is making another payment too soon. Before repeating, wait for confirmation, check the method history and screenshot the status in G777. If support receives amount, time, folio and method in the first message, it can trace the case with fewer questions.
Method
Confirm the payment went through the correct method.
Reference
Keep receipt and transaction number.
Balance
Close and reopen the cashier before repeating payment.
Bonus
Check whether the promo expected a minimum amount.
Support
Send username, time, amount, method and receipt.
Pending payment checklist
MXN amount
Transaction time
Reference or folio
Receipt screenshot
Bonus status
Support message
Routes for solving payments
Before repeating payment
If a payment stays pending, collect MXN amount, method, reference, time, screenshot and status before contacting support.
If a payment stays pending, collect MXN amount, method, reference, time, screenshot and status before contacting support.
Pending deposit questions
Pay again immediately?
Not immediately. First check reference and balance status.
What goes into the support message?
Username, amount, time, method and receipt.
Does it affect the bonus?
It can if the promo requires a minimum amount or activation inside a time limit.