Why this might happen:
If someone transferred balance to your account and you didn’t receive it, here are the most common reasons:
1. The transaction was rejected for security reasons
In some cases, the transfer may not go through due to a security restriction. This usually happens when one or both users involved don’t meet our platform’s requirements, such as:
Having more than one account
Identity not verified
Underage account (under 18)
Use of VPNs or masked IP addresses
Logging into multiple accounts from the same phone or device
In these cases, the transaction is not processed, and the balance stays with the sender.
2. The transfer was sent to the wrong account
If the sender entered the wrong phone number or AstroTag, the balance may have been sent to another user. This type of transfer cannot be reversed once completed.
3. The transaction is still being processed
Transfers between AstroPay accounts are usually instant, but in rare cases, there may be short delays due to system load or internal checks. You can check the status in your Activity tab.
What to do:
If you still don’t see the amount, ask the sender to send you the following details and share it with us:
Screenshot of the transaction confirmation
Phone number used
Amount and currency sent
Date and time of the transfer
Once we receive this information, we’ll investigate the status of the transaction and provide an update.