Paying in and taking money out — help for customersการฝากและถอนเงิน — คู่มือสำหรับลูกค้า

This help is for you if a business sent you a link to pay in money. It takes a few minutes. Keep your banking app ready.

Before you start

• You arrive from a link the business gives you, in its app, a chat or a message. There is no password and nothing to sign up for. The link signs you in.
• At the top you see the business's logo, or "P2P", the service that runs this payment page for the business.
• The page opens in the language the business chose. To change it, use the language box at the top right (English, ภาษาไทย, 中文). The box may say "English" even when the page is in Thai; choose again if you need to.
• A band under the title shows where you are: Create, Confirm, Slip, Waiting verify.

Step 1: check the amount and confirm

You see Confirm deposit, the amount and the name of the business.

1. Check the amount and the business name.
2. If the page asks you to Choose an amount, tap one amount.
3. Press Confirm deposit.

The clock at the top (Checkout expires in) shows how long this page stays open before you confirm.

Step 2: transfer the money

After you confirm, one screen shows everything you need.

• At the top, the time you have left. Time remaining counts down, and Expiry date & time gives the exact deadline. It is usually only a few minutes, so transfer straight away.
• An empty slip. It shows the amount and a short reference. Your slip must show the same amount.
• Where to pay. Press See the account to pay to jump to it. Under Transfer to this account you see the bank, the Account holder, the Account number and the Reference.

What to do:

1. Tap the amount to copy it. Tap the account number to copy it.
2. Open your banking app and transfer exactly that amount to exactly that account.
3. If your banking app has a note or memo field, type the reference there.
4. Before you send, check that the name your banking app shows matches the Account holder on the page.

Below it, Transfer from your account shows your own bank account, for reference only. Don't transfer to that one.

Step 3: send your slip

Your slip is the receipt your banking app shows after the transfer. It is how your payment is checked. If you transfer but don't send the slip, your payment is not credited.

1. Come back to the payment page. When you return from your banking app, it asks Welcome back — did you make the transfer?
2. Press Yes — upload my slip, or press Upload slip under the empty slip.
3. Choose the slip picture. It is sent as soon as you choose it, so choose carefully.

If you have not transferred yet, press Not yet, I haven't transferred and carry on. How to send a slip that passes first time: Your slip.

Step 4: done

• Payment received means your slip arrived and is being checked. You can close the page.
• Deposit submitted means the check has finished and your payment was accepted. You see it only if you open the payment again later: this page does not change by itself.
• The page shows the slip you sent, so you can check it is the right one.
• There may be a button back to the business (Return to …). If there is, the page takes you back by itself after a few seconds.

The business then adds the money to your balance with them. If it is not there after a while, check your history (Your history) or ask the business.

Three ways your payment can go

You don't choose where your money goes. The system picks it for each payment, from the business's settings and from who is waiting at that moment. The steps above are the same for the first two. Only the QR payment is different.

Paying another customer

Sometimes the account is a person's name you don't know. That is normal. That person is taking money out of the same service, and your transfer pays them directly. Nobody holds your money in between. The business then credits you.

• Check that the name in your banking app matches the name on the page before you send.
• The account is for this payment only. Don't save it, and never pay it again later.

Paying by QR code

1. Scan the QR code with your banking app (Scan with your banking app to pay). You can also type the account details shown under it.
2. Pay the exact amount shown, satang included (for example ฿100.08). The extra satang are how your payment is recognised.
3. Wait. The page says Waiting for confirmation and moves on by itself when your payment arrives. You don't need to send a slip.

You may also see Attach transfer slip. It is optional. It keeps a copy of your slip in case anything needs checking, but it does not confirm your payment.

If it keeps waiting, see The QR payment is stuck.

A different payment page

Some businesses send you a simpler page called Complete your payment.

1. Press Show payment details to see where to pay.
2. Transfer exactly the amount shown to that account, straight away. The account is held for this payment for a short time only, and this page shows no clock.
3. Under Upload your payment slip, choose your slip picture (under 5 MB; a screenshot is best), then press Upload slip.
4. Slip received — we're verifying your payment. means it arrived. The status word at the top of the page, in English capitals, changes only when you reload the page. If you are not credited, ask the business.

If the page says Your payment details are provided by your merchant., ask the business where to pay.

Who to ask. The business you are paying. Only they can see your payment and credit you.

Why you send a slip

Your slip is the receipt your banking app shows after a transfer. It usually has a small QR code.

The business cannot see into your bank account. The slip is the only proof that you paid, and it is checked automatically: the amount, the account you paid, and that the slip has not been used before. If you transferred but do not upload your slip, your payment will not be credited and the money may be lost. Uploading takes a few seconds.

The QR payment is the one exception: there the payment service confirms your payment itself, and you don't send a slip (Paying by QR code).

Send a slip that passes first time

• Use a screenshot of the slip in your banking app, or save the slip image the app offers.
• Show the whole slip, including the QR code. Don't crop the QR code off.
• Don't take a photo of another screen. It is often too blurry to read.
• Send a picture: JPEG, PNG or WEBP. A PDF does not work. An iPhone photo in HEIC format may be refused; take a screenshot of it instead.
• Big photos are made smaller for you. The page then says so (Your photo was … — we resized it so it could be uploaded.).
• Check the slip before you choose it. It is sent the moment you choose it. There is no preview and no send button.
• Send the slip for this payment only: the same amount, paid after you confirmed, to the account on this page.

If the page says Couldn't read the QR code in your slip — uploading anyway. Verification may take a little longer., your slip was still sent. It is checked in another way, which can take a little longer. You don't need to do anything.

What happens after you send it

Checking the result later

The page does not change by itself after Payment received, and it may take you back to the business after a few seconds. To see the result later:

• Open your history link from the business, if it gave you one (Your history). A row that says Slip did not match — upload again needs a new slip.
• Or open the business's payment link again while it still works. It takes you back to the same payment.
• Or ask the business.

"About your last deposit"

When you start a new payment, the page may show About your last deposit above the slip. It tells you why your last payment was not accepted, so this one goes through:

• The amount didn't match what was requested. Send the exact amount shown.
• The transfer went to a different account. Use the account shown on this page.
• That transfer was made outside the deposit window. Start the transfer after opening this page.
• We couldn't find that transfer. Check it left your bank before uploading the slip.
• We couldn't read the last slip you sent — that one is on us. A clear, full-screen photo of the transfer receipt works best.
• Our verification service was unavailable last time, so we couldn't check your slip. That wasn't anything you did.

If your last payment was not accepted and you had already paid, ask the business about it. Don't pay it again inside the new payment.

Who to ask. The business you are paying. Send them the slip picture and the time you transferred.

Each entry says what you see, why, and what to do. One rule covers all of them: if you have already transferred, don't pay again and don't start another payment. Keep your slip and contact the business.

Find your message

Problems with taking money out are in Withdrawing.

You paid, but closed the page before sending the slip

What you see. You made the transfer, but the payment page is closed, and you never sent your slip.

Why it happens. Your payment is only checked when your slip arrives. The payment stays open for you until its time runs out.

What to do

1. Open the same payment link the business gave you, if it still works. If you see Confirm deposit again, press Confirm deposit. It takes you back to the same payment, not a new one.
2. Press Upload slip and choose your slip.
3. If the business gave you a history link, you can do the same from there: open the payment and press Upload slip (Your history).
4. If the link says Link expired, or the page says This payment can no longer be completed, go to The time ran out.

Who to ask. The business you are paying, if you can't get back to the payment.

The time ran out, or "This payment can no longer be completed"

What you see. The clock shows Expired, or the page says This payment can no longer be completed. Or you try to send your slip and are told the payment window has closed.

Why it happens. Each payment keeps its account for you for a short time only. If your slip does not arrive in time, the payment closes. A payment can also close because the person you were paying no longer needs the money, or because the business closed it.

What to do

• You have NOT transferred yet. Don't transfer to the account on the page. Close the page, go back to the business and start a new payment. You get a fresh account and a new clock.
• You HAVE already transferred. Don't pay again, and don't start another payment. Keep your slip. Contact the business and send them the slip and the time you paid. In many cases the business can still match a late transfer to your payment.

Who to ask. The business you are paying.

You sent the wrong amount

What you see. Your banking app shows a different amount from the one on the page. Later the page may say Deposit under review, or your history may say Completed at the amount transferred or Paid more than requested — being reviewed.

Why it happens. What happens depends on the difference:

• You sent less. The payment completes at the amount you actually sent, and that is what you are credited.
• You sent a little more (no more than 5% extra). The payment goes through by itself.
• You sent a lot more (over 5% extra). The business checks it by hand first. If they accept it, you are credited the amount you asked for. The extra is not added automatically.
• A QR payment must always be the exact amount shown, satang included. A different amount may not be recognised at all (The QR payment is stuck).

What to do

1. Send your slip as normal. Don't send a second transfer to "fix" the amount.
2. You sent less: to add the rest, start a new payment for one of the amounts on offer, after this one has completed.
3. You sent more: ask the business about the extra. Send them your slip.

Who to ask. The business you are paying, about any extra you sent.

"That slip didn't match", or the QR code couldn't be read

What you see. That slip didn't match, often with the number of tries you have left. Or, in your history, Slip did not match — upload again and … more tries. Or, while sending, Couldn't read the QR code in your slip — uploading anyway. Verification may take a little longer..

Why it happens. The slip did not pass the check. The usual reasons:

• It is the slip of a different transfer.
• The money went to a different account from the one on the page, such as one saved from an earlier payment.
• The slip was already used for another payment.
• The picture cut off the QR code, or is too blurry.

Each wrong slip uses up one try. You usually have three. After that, the business checks your payment by hand. "Couldn't read the QR code" is different: your slip was still sent, and it is checked another way, which takes a little longer. If the automatic check itself fails, that does not use up a try: your payment goes to Under review instead.

What to do

1. Look at the slip picture the page shows. Is it the right transfer?
2. In your banking app, check that you paid the exact amount to the exact account on the page.
3. If you have the right slip, press Upload the slip again (or Upload another slip on the payment page) and send it. A clear screenshot works best (Your slip).
4. If you paid a different account, stop trying. Contact the business: the money went somewhere else, and another slip will not change that.

Who to ask. The business you are paying, if you are sure your slip is right and it still does not match.

"Deposit under review", "No uploads left", or your payment was turned down

What you see. Deposit under review, or No uploads left. Your history may say Our team is checking this. If the business turned the payment down, the page says This payment can no longer be completed, and your next payment may start with About your last deposit.

Why it happens. A person at the business is checking your payment by hand. This happens after several slips did not match, when you paid a lot more than asked, or when the automatic check could not verify your slip. They either accept it, and you are credited, or turn it down.

What to do

1. Under review: wait. You don't need to do anything. Keep your slip.
2. No uploads left: don't pay again, and don't start another payment. Contact the business and send them your slip.
3. Turned down, but you did pay the right account: contact the business with your slip and the time you paid.

Who to ask. The business you are paying.

"You already have a deposit in progress"

What you see. You already have a deposit in progress, with the amount of your earlier payment and two times: Started and Payment window closes.

Why it happens. You can have only one payment open with a business at a time. Otherwise one transfer could be counted for two payments, and someone could be left waiting for money that never comes.

What to do. Pick the line that is true for you:

• You transferred for the earlier payment. Press I have transferred — upload my slip and send your slip there.
• You did not transfer. Tick I confirm I have not transferred any money for this deposit. and press Cancel that deposit and continue. The new payment then carries on. If an error appears, close the page and open the business's link again.
• Only View my deposit is offered. Read the yellow note above it. If your slip is being checked, just wait. If it was a QR payment, finish it there or wait for its time to run out.
• No button at all. Contact the business.

An earlier payment you never paid also clears by itself when its time runs out.

Who to ask. The business you are paying, if you are stuck.

The QR payment is stuck on "Waiting for confirmation"

What you see. You paid by QR code, but the page still says Waiting for confirmation. The clock may show Expired.

Why it happens. For a QR payment, the payment service tells the business when your money arrives. Sometimes that message is late, or never comes. You can't fix it by sending a slip on this page.

What to do

1. In your banking app, check that the payment left your account, for the exact amount, satang included.
2. Wait a few minutes. The page moves on by itself when the payment is confirmed.
3. Still waiting? Contact the business. Send the receipt from your banking app, the amount and the time. The business can check it with the payment service.
4. If the page offers Attach transfer slip, you can attach your receipt there too. It helps the check, but it does not complete your payment.

Who to ask. The business you are paying.

"We couldn't set up your payment right now", or another error when you confirm

What you see. After you press Confirm deposit, a red message appears, such as We couldn't set up your payment right now. Please close this page and start the deposit again. If it keeps happening, contact support — do not transfer any money until you see the account details. Or it says your bank account on file isn't supported (The bank account on file isn't supported for gateway deposits. Please update your bank account to a supported bank and try again.) or is needed (Please add a verified bank account before depositing.). Or a technical message in English, such as "No deposit destination available".

Why it happens. The payment could not be prepared. You have not been given an account to pay, and nothing has been taken from you.

What to do

1. Don't transfer anything. There is no account to pay yet.
2. Close the page and start the payment again from the business.
3. If it keeps happening, contact the business. If the message is about your bank account, you can't change it on this page: ask the business to arrange the change.

Who to ask. The business you are paying.

"Link expired", "This link is no longer active", or a sign-in page

What you see. One of these, instead of the payment:

• Link expired
• This link is no longer active, sometimes with Renew consent with …
• Signed in as a different account
• A page asking for an email and a password.
• In your history: Session expired

Why it happens.

• Each link works for a limited time that the business sets. Expired means it is too old.
• No longer active means the link was cancelled, or the business has turned off your access.
• A different account means your phone is still signed in from another link, for example one from another business.
• A sign-in page means your session ended. You don't have a password here; the link is how you sign in.

What to do

1. Go back to the business and ask for a new link. Open it straight away.
2. For a different account or a sign-in page: open the business's link again. It signs you in again.
3. If you already transferred using the old link, don't pay on the new one. Contact the business and send them your slip.
4. If the new link also says Link expired, tell the business. The problem is on their side.
5. If you see Renew consent with …, contact the business first. Only they can turn your access back on.

Who to ask. The business you are paying.

"This account is not permitted to transact"

What you see. When you press Confirm deposit, a red message says "This account is not permitted to transact." For a withdrawal, the link may show This link is no longer active as soon as you open it.

Why it happens. New payments and withdrawals have been stopped for your account. You can still open your history.

What to do. Contact the business. Only they can tell you why, and lift it.

Who to ask. The business you are paying.

How a withdrawal works

You take money out from a link the business gives you, just like paying in.

1. Open the link. If the business left the amount to you, you see Confirm withdrawal and the business name. (If the business set the amount, read the warning below first.)
2. When you are asked to Choose an amount, tap one amount.
3. Press Confirm withdrawal.

There is no PIN and no password. The money goes to the bank account the business has on file for you. You can't choose another one here. If that account is wrong, tell the business before you withdraw.

After you confirm

You land on a status page. Its title says Complete your payment, but there is nothing for you to pay. It shows Withdrawal, the amount, and a status in English capitals:

If you see any other word, ask the business what it means for your withdrawal.

Under Fills you see each payment made towards it, and Unfilled shows what is still to come.

• The page does not take you back to the business. Go back to the business's app yourself.
• The page works for about a day. After that, use your history link (Your history) or ask the business.

How you get paid

Nobody holds your money in between. You are paid by bank transfer, in one of these ways:

• By another customer who is paying in. Their transfer goes straight to your bank account.
• By the business, from its own bank account.
• By a payment service the business uses.

So:

• The money may arrive in several parts, from names you don't know. That is normal. Don't send it back.
• There is no fixed time. It depends on when payments come in, and it can take a while.

Cancel a withdrawal

You can cancel only while nothing has been paid or matched yet.

1. Open your history link and open the withdrawal (Your history).
2. Press Cancel this withdrawal, then confirm.

If the button is not there, or you are told the withdrawal can no longer be cancelled, someone is already paying you, or part has been paid. It can't be cancelled any more.

Accept part of a withdrawal

If only part has arrived and the rest is slow, your history may offer Partially filled, with Filled so far and Unfilled (refunded by merchant).

• Pressing Accept … now closes the withdrawal at the amount already paid. You stop waiting for the rest.
• The rest is not paid to your bank. The business settles it with you itself, outside this page.
• It cannot be undone. Ask the business how they will settle the rest before you press it.

When a withdrawal goes wrong

"You already have a withdrawal in progress"

What you see. You already have a withdrawal in progress, with the amount of your earlier withdrawal, and View my withdrawal. Sometimes also Cancel it and continue, or a yellow note such as This withdrawal has already been partly paid, so it cannot be cancelled here.

Why it happens. You can have only one withdrawal open with a business at a time. A second one could pay you twice for the same balance.

What to do

1. Press View my withdrawal to see the earlier one. Usually you just wait for it.
2. If nothing has been paid on it yet and you want a different amount, press Cancel it and continue.
3. If an error appears after you cancel, don't press it again. If the business gave you a history link, open it and check whether the earlier withdrawal now says Cancelled, then open the business's link again. Without a history link, ask the business to check it.
4. If there is no button to press, contact the business.

Who to ask. The business you are withdrawing from.

"Withdrawal not available yet"

What you see. Withdrawal not available yet, with a Manage bank accounts link.

Why it happens. There is no bank account on file for you, so there is nowhere to send your money.

What to do. Contact the business and ask them to add your bank account. The link on the page may not let you add one yourself.

Who to ask. The business you are withdrawing from.

Your withdrawal is slow, or hasn't arrived

What you see. The status page still says PENDING, or your history says Waiting to be matched, Transfer in progress or Partly matched. Or it says Completed, but you can't find the money.

Why it happens. A withdrawal is paid when payments come in, or when the business pays it. That can take time. When it is paid, the money often arrives in parts, from names you don't know.

What to do

1. Check your bank account for every transfer since you withdrew, including small ones from people you don't know.
2. Open the withdrawal in your history. Under Matches, each part shows Received in full, Received partial or Awaiting transfer.
3. Still waiting: you can wait, cancel it if nothing has been paid yet (Cancel), or accept what has arrived (Accept part).
4. It says it is paid, but you can't find the money: contact the business. Tell them the amount and the time you withdrew. They can see who paid you and show you the transfer.

Who to ask. The business you are withdrawing from.

Open your history

Some businesses give you a history link. It opens Transaction history: every payment and withdrawal you made with that business.

• The link works for a time the business chooses, up to 7 days. When it runs out, you see Session expired, or Link expired when you open the old link again. Ask the business for a new link.
• Ongoing at the top lists what is still in progress. Past lists what has finished.
• Needs action marks a row that is waiting for you, such as a slip to send.
• Use the buttons at the top to show only Deposit or Withdraw, or only In progress, Completed or Failed.
• A row marked Another merchant belongs to another business your account is also linked to. Its name is hidden on purpose.

What each row says

Payments in

Withdrawals

Open one payment

Tap a row to see its details:

• For a payment in: Destination shows where your money went: Merchant account, Peer-to-peer transfer (another customer's account), Payment gateway or Platform account. You also see your slip and each check, marked Verified or Pending. Pending means only "not verified": that check is still running, or it did not pass. The row's status above tells you which.
• For a withdrawal: Matches lists each payment made to you: Received in full, Received partial, Received over or Awaiting transfer.
• For both: Timeline shows when each step happened.

What you can do from here

To cancel a payment you have not paid:

1. Press Cancel this deposit.
2. Read the red warning. Tick I confirm I have not transferred any money for this deposit. only if it is true.
3. Press Yes, cancel this deposit.

If an error appears after a cancel, don't press again. Go back to the list and open the row again. If it now says Cancelled, it worked. If not, ask the business.

If the payment no longer accepts a slip, the page says so where the button was. If you had already paid, don't pay again and don't start another payment: keep your slip and contact the business.

About accepting part of a withdrawal, read Accept part of a withdrawal first.

Who to ask. The business that gave you the link.