---
okf_version: "0.2"
type: Guide
title: "I paid but my balance didn’t update: what to do"
description: "Check your payment status, available methods and what support needs to review."
resource: "https://virtualsms.io/help/refunds-cancellations/deposit-not-credited"
tags: ["help", "refunds-cancellations"]
updated: "2026-10-20T00:00:00.000Z"
generated:
  at: "2026-10-24T19:58:44.280Z"
  by: "virtualsms-marketing-site"
verified: "2026-10-20T00:00:00.000Z"
status: "source-derived"
stale_after: "60d"
sources: ["https://virtualsms.io/help/refunds-cancellations/deposit-not-credited"]
---

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 [Refunds & cancellations](https://virtualsms.io/help/refunds-cancellations)

# I paid but my balance didn’t update: what to do
 Updated 2026-10-20 4 min read By VirtualSMS team

In short

Check your payment status, available methods and what support needs to review.


Open Top up to see the payment methods, minimums and fees available right now. Options include crypto, SBP bank transfer for Russian bank apps, and Alipay top-up codes. Card payments are temporarily unavailable.

## Check your payment

Check your balance and the payment status first. A pending payment does not mean it has arrived or been credited. You do not need to send it again while it is being checked.

If your crypto payment is missing, send support the transaction hash (TXID) and the network you used. A screenshot showing the hash works too. A wallet address is not the transaction hash.

## Networks, fees and minimums

Use the currencies and networks shown in Top up. When offered, USDT on BSC (BEP20) has no platform deposit fee. Your wallet or exchange may charge its own fee. Check the minimum, estimate and fees at checkout.

On TRON (TRC20 and TRX), Ethereum and ERC20 tokens, Bitcoin and Monero, the network and service fee is added at checkout. Every other network has no platform deposit fee.

The base floor is $2.50; Bitcoin and TRC20 tokens have a $15 floor, and Ethereum a $10 floor. The current minimum may be higher: follow the amount displayed in Top up.

## When support needs to review

If the payment window expired, send the hash to support. Do not assume the money is lost. If you sent the wrong currency or network, tell support what you sent and what you intended to send. A colleague will review it; recovery and credit are not guaranteed.

If a transfer stayed inside an exchange, there may be no on-chain hash. Tell support how you sent it so a colleague can check.

For bank payments, see SBP bank transfer . If you bought a code, see Redeem a top-up code : buying a code does not add balance until it is redeemed.


## More in Refunds & cancellations

- Refunds and withdrawals Order refunds, cancellation eligibility and prepaid balance policy. 3 min read
- Why didn’t I receive the SMS? What to do Auto-refund, manual cancel, or get a new number. 4 min read
- The SMS arrived but the platform rejected the code Diagnostic flow for rare platform-side rejections. 4 min read



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