Payments are credited automatically once the payment provider confirms them. If your balance hasn't changed yet, go through these steps before you pay again.
First, check the status
Log in at https://panel.bitcall.io and open Add Funds.
Look at the Pending Invoices card. Open crypto payments are listed there with a status such as Waiting, Confirming or Partially paid. Click a row to reopen the payment screen.
The Last Payment card shows your most recent payment.
Open Billing for your payment history. Your balance is in the top bar.
Refresh the page.
Don't send a second payment while the first is pending.
Crypto payments
Wait for the network
The blockchain must confirm your transfer before it's credited. This usually takes a few minutes, and longer when the network is busy.
A pending payment is normal, and sending again isn't the fix.
You don't need to send us anything for a normal payment: the credit is automatic.
Check the coin and the network
Send the same coin, on the same network, that the payment or wallet screen shows.
A transfer on the wrong network or in a different coin can't be credited, and in most cases can't be recovered.
If this happened, contact support with the details below. We'll look into it, but we can't promise recovery.
Check the amount
For a one-time payment, send the exact amount shown on the payment screen.
Your exchange or wallet may deduct a withdrawal fee, so check that the amount that arrives matches the invoice.
If you sent less than the invoice amount, the status can show Partially paid. Contact support with the details below.
Check the time limit
A one-time crypto payment screen shows an "Expires in" countdown.
If it runs out, the screen says "Payment expired. Please start again." Start a new top-up.
If you already sent funds after the countdown ended, contact support.
A Static Wallet address doesn't expire.
Static Wallet deposit not showing? The most common reasons:
The network hasn't confirmed the transaction yet.
The amount was below the minimum shown on screen.
It was sent on the wrong network, or in a different coin from the one the address was created for.
It was sent to an older address for a different coin or network.
If the blockchain shows the transaction as confirmed and your balance still hasn't moved, contact support with the transaction hash (TXID), the coin and the network.
Binance Pay
A session has a timer. If your payment arrives just after it runs out, the panel can still credit it once Binance Pay confirms it, and shows "Payment Received!".
If the amount received differs from the amount expected, the panel says so. Contact support with the order ID shown on the payment screen.
If you already have an active Binance Pay session, finish it or wait for it to expire before starting a new one.
Card and PayPal
Card declined: no balance is added. The panel says "Payment was declined. Try a different card or contact support."
"Payment successful" but no balance: refresh and check Billing. If it still hasn't changed, contact support.
PayPal: your balance is added only after PayPal confirms the payment as completed. If you closed the PayPal window or cancelled before approving, nothing is added; start again from Add Funds.
PayPal shows "completed" but no balance: contact support.
Paid for an eSIM at checkout
Your QR code arrives by email and in your dashboard right after checkout.
"Your payment is being reviewed": funds may already have arrived. It can take a little while, and no action is needed.
"We've received part of your payment. The invoice is still open": you can complete it by sending the remaining amount while the timer runs.
"Payment has expired. Please create a new order.": start a new order.
Paid, but no eSIM email: contact support with the email you used at checkout and the details below.
What to send support
Email [email protected] or use the live chat, with:
The email of your Bitcall account, or the one you used at checkout.
The payment method.
The amount and the currency or coin.
The date and time you paid.
For crypto: the transaction hash (TXID), the coin and the network.
Any order ID or reference shown on the payment screen.
A screenshot of the payment screen or your receipt.
We look into each case, but we can't promise how long it takes, or that funds sent on the wrong network or in the wrong coin can be recovered.