"Troubleshooting: Paid but Balance Didn't Update"

Start here: give it a moment

Your balance is credited only after your payment is independently verified as successful — this is a deliberate security step, never a direct "the app says it worked, so credit it" shortcut. That verification is normally close to instant, but it can occasionally take a short while to arrive, especially on bank transfer or USSD payment methods rather than card payments. Before assuming something's wrong, check your transaction history (see reading your wallet transaction history) a minute or two after completing payment.

Why your balance can't be credited based on the app alone

SoulrisAI never credits a deposit purely because a screen in the app says "payment successful." The credit only happens once your payment is independently verified as genuinely successful. This exists specifically to prevent a balance being faked by tampering with the app — it's a protection for you as much as for the platform, even though it means a brief delay is sometimes possible.

If it's been a while and still nothing

1. Check whether the payment itself actually succeeded on your bank or payment provider's side — a payment that failed or is still pending on their end has nothing to confirm yet.
2. Check your transaction history one more time for a deposit entry — sometimes it has landed and just wasn't obvious from the balance display alone.
3. Avoid retrying the exact same payment before confirming the first one didn't go through — you don't want to end up paying twice while troubleshooting a delay.
4. Contact support with your payment reference and roughly when you paid. Deposits are tracked against the specific request that initiated them, so having the reference speeds up resolution considerably.

Is there a risk of being charged and never credited?

No, by design. Every deposit attempt is deliberately recorded before payment happens, and a successful payment can only be matched back to the account that actually requested it — not to whatever account a stale callback or a retried attempt happens to resolve to. If a payment genuinely succeeded, there's a reliable path to get it credited even if it takes a support follow-up to confirm.

A related but different situation

This is distinct from a deposit that was below the minimum deposit amount and was rejected before payment was ever attempted — that case never reaches your bank or card at all, so there's nothing to chase up; you'd simply re-enter an amount at or above the minimum.