The buyer deleted the message, closed the tab, or simply can't find their payment reference. The solution depends on just one thing: whether the transaction is still valid or has already expired.
If the transaction is still valid
You don't need to generate a new charge — the original reference is still valid and you can recover it from the Conekta Panel.
En Panel Conekta: Payments → Payment details
- From the payment details: find the Pending transaction; the details show the associated reference, the amount, and its due date.
- Resend the original link: if you charged with a Payment Link, share the same link again — when they open it, the buyer will see their reference with the barcode again.
- Confirm the three details: reference, exact amount, and due date. With that, the buyer can pay at the register even if they lost the original message.
If the transaction has already expired
Expired references can't be reactivated: generate a new charge by following How to generate and share a payment reference and share the new reference. The expired transaction doesn't generate any charges and remains only as a record in your history.
Next step
If the buyer says they paid right before losing their receipt, check The customer paid in cash, but the payment is still pending.