When a financial discrepancy survives your own investigation, the Support team can trace it — but they need exact data, not a general description. A case that arrives complete gets resolved on first contact; one that arrives as "I'm missing money" starts with days of back-and-forth questions.
Before you start
First, complete your investigation with How to investigate a reconciliation discrepancy: many mismatches are resolved there, and if not, the process leaves you with the evidence ready.
Steps
Gather the exact identifiers
IDs of the affected transactions (payment, refund, chargeback, or payout) and, if applicable, the order reference. A specific ID is worth more than any description.
Document the amounts and dates
Write down the expected amount, the amount received and the exact difference, along with the dates of each transaction. If there are several transactions, a simple table with one row per transaction is the ideal format.
Attach the report and the bank evidence
Include the Panel report that shows the difference (state which one you generated and with which filters) and your bank evidence: the section of the bank statement where the deposit appears — or is missing. Hide any information that isn't relevant to the case.
Send everything in a single message
Present the complete case from the start and keep the follow-up in the same ticket. Never include passwords, private keys, or full card details.
What to expect
Financial cases are usually routed to a specialist team, keeping the same case number. With complete information, a typical review takes a few business days; you'll receive updates as it progresses.
Send the case to Support
With your evidence ready, contact the team through the channel you prefer.