Where to use this guide: Buburuza mobile app and web account; follow the platform labels in the steps.
A failed or returned payment needs the explanation from its own transaction record. Check whether it was never broadcast, reverted, rejected or returned. These states have different effects on the payment and balance.
Before you start
Check Transactions for the original payment, including after a timeout, connection loss or app closure.
Steps
- If the app closed, timed out or lost connection during confirmation, do not assume the payment failed. Open Transactions, check the intended account and clear filters to find the existing payment. If a record is present, read its status and failure or return reason before taking another action.
- If an outgoing crypto record explicitly says Not broadcast and Not charged, check the stated wallet balance and existing activity before using Send again.
- If an incoming crypto record says Reverted or funds not received, check that it was not credited, then ask the sender to review their transfer.
- If an outgoing bank payment is rejected or returned, inspect the displayed reason, such as account closed, invalid bank details, or no account found. Check the original payment's status and account result, and verify corrected instructions with the recipient before considering another payment.
- If an incoming transfer is returned for beneficiary-name mismatch, share the exact current receiving instructions. If it shows a sender-bank return, ask the sender to investigate their payment.
- Read the amount, debit or credit, and fee lines on that record. Contact support with the displayed reason and reference if the account result is unclear.
Expected result
The record’s own status, failure or return reason and debit/credit lines guide the next action. An app interruption alone is not treated as proof of failure.
If something does not work
- Do not infer a refund merely from a Failed status. Use the record’s own funds and fee explanation.
- A Send again button is a new action. First check the original payment's status, account activity and corrected instructions. If you cannot establish whether money was submitted, debited or returned, contact support before using it.
- Check the fee and refund entries on the affected transaction. A Refunded status on one record does not mean every rejected transfer receives a fee refund.
- If no matching transaction appears and you still cannot confirm what happened, contact support with the approximate time, amount, currency, payment method and any reference or error shown. Do not submit another payment while its outcome is unresolved.