What the stages of a QR payment mean, when you must not pay again, how to match a payment with the shop and what to tell support. A step-by-step guide for TeleCard.
Start with the order in your history
After you confirm, open the order's record in your TeleCard history. Look at the number, the time, the amount and the status. That is how you tell the result of the purchase you care about from a notification about a different operation.
An SBP QR payment is made by a merchant, so the path from your confirmation to the final result has several steps, each with its own status. Until the status is final, the payment is still in progress.
What happens to the order at each stage
| Order stage | What is happening | What to do |
|---|---|---|
| Finding a merchant | The order is waiting for a merchant and the amount is frozen on your balance. The default time frame is up to 15 minutes. | Wait, or cancel the order: the frozen funds return to your balance. |
| Merchant is paying | A merchant took the order and pays the QR code from their account. They have 3 minutes: if they decline or run out of time, the order goes back to the search. | Wait, and don't pay again. |
| Completed | The merchant confirmed the payment and cashback is being credited. | Match the result with the shop. If something differs, contact support. |
| Cancelled | No merchant was found in time, or you cancelled the order. The frozen funds are back on your balance. | If needed, create a new order with a fresh quote. |
Common situations and what to do
The order is taking a long time to find a merchant
By default the search runs for up to 15 minutes. While it does, you can wait or cancel, and the frozen amount returns to your balance. If the search time runs out, the order is cancelled automatically and the funds come back.
It says “completed” but the shop doesn't see the payment
Match the amount and the time with what the shop sees, and remember that the sender may be the merchant. If the mismatch remains, keep the order number and contact support.
The quote expired before you confirmed
Nothing was debited. The app shows refreshed terms, and all you need to do is check them and confirm again.
A notification arrived, but the history has no record
Refresh the screen and open your history the usual way. Rely on the operation's record rather than a chat message, and take a screenshot if the two disagree.
Why you shouldn't pay twice
When the cashier doesn't react instantly, the urge is to scan the code again. Don't: a second payment becomes a separate purchase and you pay twice.
The quote's rate is locked for 30 seconds, but that doesn't define how long the whole payment takes: the merchant's payment and the status update are later steps. Until the status is final, go by the order's record, not by a quiet checkout.
How to match the payment with the shop
Check the recipient's name and the purchase amount you confirmed, and compare the result in the app with the confirmation on the shop's side. Keep in mind that a merchant sends the ruble payment from their own account, so the shop's bank app or terminal may show a sender other than you.
- The order number and the time.
- The ruble amount.
- The recipient's name in the QR code.
- The order's status in your TeleCard history.
An electronic status doesn't replace the shop's receipt. For questions about the goods or returning a purchase, go to the seller.
How to write to support so you get an answer faster
Support can sort things out more easily when a message covers one problem and the details of one operation. Say what you did, what you expected and what you see now, and include:
- The order number, the date, the time and the amount.
- The asset you chose and, for a crypto transfer, the network and the TXID if you have it.
- The visible status and a description of the mismatch.
- A screenshot with unrelated chat and personal data covered.
The support chat is in the app (in your profile) and in the bot @itelecard_bot. It's one conversation: the operator's reply arrives in both the chat and the bot, and you can attach a photo or a PDF to a message. Keep the conversation and the request number. Support doesn't need your PIN, password or Telegram codes, and you shouldn't confirm unknown operations at anyone's request.
Disputes and refunds: what to know
A problem with how a payment was carried out and returning goods are different situations, and they should be described separately. A QR payment can be disputed within 72 hours after the order is completed (by default). An operator reviews the dispute using the operation's data.
Contacting support doesn't guarantee a refund, and the next steps depend on the status and the type of operation. Give the facts, keep your confirmations and don't repeat the payment until the review is over.
How to avoid problems next time
- Before you confirm, check the recipient, the ruble amount and the final debit.
- Don't confirm a payment on an old quote: refresh the terms.
- Keep the order number and a screenshot of the result.
The payment flow is described in how to pay a Russian QR code with crypto, the make-up of the total in Crypto payment fees and rates, and the rules for protecting your account in Crypto wallet security.
Frequently asked questions
What if the shop doesn't see my payment?
Check the order's status in your history and keep the number, the time and the amount. Match the result with the shop, remembering that the merchant sends the payment. If the mismatch remains, contact support and don't make a repeat payment.
Does contacting support guarantee a refund?
No. A request starts a review of the specific situation, and the next steps depend on the status and the type of operation.
Can I cancel an order after a merchant has taken it?
You can cancel while the order is still looking for a merchant, and the frozen funds return to your balance. If a merchant has already taken it, wait for the result: when they decline or run out of time, the order goes back to the search.
How long should I wait for the result of a payment?
By default the merchant search takes up to 15 minutes, and a merchant has 3 minutes to pay. These are guidelines from the service settings, not a guaranteed time frame.
