If a TK11 deposit is pending or the balance has not updated, review the existing transaction before sending another payment.
First Checks
- Confirm whether the payment provider shows the transaction as successful.
- Check the amount and receiver details.
- Keep the transaction or reference ID.
- Review the account payment history or pending status.
What to Do Next
- Refresh the account and check the balance again.
- Compare the transaction receipt with the payment instructions.
- Do not send the same payment again while the first one is unresolved.
- Check the status again after a reasonable interval.
- If it remains pending, prepare the relevant reference information for support.
Common Reasons
Network delays, payment-provider processing, an incorrect reference, account mismatch or verification review may affect processing. Use any specific status message shown in the account as the primary reference.
Information for Support
Keep the date, time, amount, payment method and transaction/reference ID ready. If you share a screenshot, hide sensitive data. Never share a password, OTP or wallet PIN.
