This is a common situation, and it almost always has the same explanation: the buyer's bank recorded a temporary authorization that never became a final charge. If the transaction shows as declined in your Conekta Panel, Conekta didn't capture that money and you won't receive it.

Why it happens

When a card payment is attempted, the bank sets aside the amount while the validation is completed. If the payment is declined after that hold — for example, due to an anti-fraud check or an authentication error — the bank shows the transaction as a charge even though it was never completed. That hold is released automatically through a bank reversal.

What to check on your side

  • Confirm in the transaction details that the status is declined, and review the decline reason.
  • Check that there isn't a second paid transaction for the same amount — the buyer may have retried, and that attempt may have gone through.
  • Share the exact date and time of the declined attempt with the buyer so they can compare it with their banking app.

What the buyer should do

The hold is released by their bank, not by Conekta or your business. At most banks, the reversal shows up within 1 to 5 business days; some take a bit longer depending on their cutoff. If the charge still appears after that period, the buyer should call their bank and dispute the transaction, explaining that it was declined — the bank can confirm that no captured charge exists.

Next step

To understand the reasons an attempt is declined, see Why a payment was declined.