Fix payment and top-up problems

After paying online, Kubana brings you back and confirms the payment with the provider. This usually takes a few seconds.

"Confirming your payment…"

The payment isn't confirmed yet. If you paid by mobile money, approve the request on your phone. Keep the page open, as it checks again every few seconds.

"Still confirming your payment"

It's taking longer than usual. You can safely leave the page. The result will appear in your top-up history on Credits. Choose Check again to retry.

"Payment cancelled"

You or the provider cancelled before the payment was confirmed. No credit was added and nothing was charged. A mobile-money approval you made late may still complete. Check Credits in a few minutes.

"Payment failed", "rejected" or "reversed"

No credit was added. Try again or use another method. If money left your account anyway, email hello@kubana.cloud with the date and amount.

"Sign in to see the result"

You were signed out during payment. Your payment isn't affected. Sign in to see it.

My bank or mobile-money top-up is still pending

Manual payments are reviewed before the credit is added. Check that you uploaded a clear proof of payment (PNG, JPEG or PDF up to 5 MB). If it's been pending a long time, contact support.

Balance warnings

The Credits page labels your balance as Balance healthy, Low balance or Top up required. Top up before it runs out, because hourly services keep drawing from it.