When a buyer insists they paid and you can't find the transaction, it's almost always one of three things: the transaction exists but you're not finding it, the payment hasn't been confirmed yet, or the attempt never reached Conekta. This guide helps you tell them apart.

First: search thoroughly

En Panel Conekta: Payments → Transactions

  • Widen the date range — the buyer may have paid earlier or later than they remember.
  • Include all statuses: a pending, declined, or expired payment won't appear if you filter by paid only.
  • Search by the buyer's email, the exact amount, or the order reference.
  • If the buyer has a transaction or authorization number, use it as a direct search criterion.

What proof of payment to ask for

Good proof of payment lets you trace the payment even if it doesn't appear in your list. Ask for:

  • Card: the last 4 digits, plus the date, time, and amount of the charge they see in their banking app.
  • Bank transfer: the SPEI receipt with the tracking key, sending bank, and destination account.
  • Cash: the receipt from the store or retail chain showing the reference and the time of payment.

Interpret what you find

The transaction exists, but it's pending or declined

The payment isn't missing: it hasn't been confirmed yet or it was declined. Check the details to find out why and share it with the buyer — a declined charge is usually released automatically by their bank.

The bank transfer left the customer's account, but it doesn't appear

They may have used an incorrect CLABE or reference, or the sending bank may still be processing it. With the tracking key, Support can locate the movement.

There's no trace of any attempt

The payment probably never reached Conekta: the buyer may have paid through another channel or to another account, or the attempt failed before it was created. Confirm with them exactly where and how they paid.

Next step

If the proof of payment is valid and the transaction still doesn't appear, send Support the full proof of payment along with the date, amount, and method by following How to contact the Conekta Support team.