I need help with a pending deposit

There are a few reasons that can cause a deposit to stay in the pending status, them being:

1. User has paid and money left their account, but deposit is still in pending

2. User has not initiated the payment process

Believe it or not, scenario 1 is very uncommon. If you ever have a user that has paid but the transaction is still in pending or even cancelled status, request a complete Payment Receipt or Invoice and forward to business.support@astropay.com with the following data:

• Transaction ID both from your side and AstroPay (Merchant Deposit ID and Deposit External ID)

• Transaction date

• User email or phone number (optional)

Now, for scenario 2 is actually quite common in recently integrated merchants, as users are still familiarizing themselves with our platform. If a deposit reaches the cancelled status please note the following:

• A deposit transaction will be in the pending status for up to 24 hours to allow some time for payment, maybe the user wants to complete this step later.

• A deposit transaction will move into cancelled status after 24 hours if no payment is identified