Manager in Telegram
One person handles your project: setup, payment questions, disputed payments.
AzelPay support
Paid but the payment was not credited? Write to our Telegram bot: we will check the payment and reply. Stores connected to AzelPay write to their manager.
If your payment was not credited
If your payment was not credited, do not pay for the order again. Follow the three steps below first. This is usually enough to find the payment.
Check the charge
Open your bank app to see if the money was charged, and save the receipt or a screenshot.
Wait 30 minutes
Sometimes the bank confirms a payment with a delay. The status then updates by itself.
Write to the bot
Use the "Payment not credited" button: store website, amount, date and order number. The reply comes in Telegram.
For merchants
Stores connected to AzelPay write to their manager in Telegram. If the manager does not answer, write to the bot and we will pass your request on.
Outage alerts
If something stops working, the official AzelPay bot sends you a notification in Telegram.
Not connected yet
Submit a request and a manager will send you the terms.
Apply to connect →Questions from buyers
Answers for buyers who paid through AzelPay: what to do if a payment was not credited, how to get a refund and how to tell real support from fraud.
I was charged, but my order did not arrive. What should I do?
Write to our Telegram bot and choose "Payment not credited". Give the store website, the amount, the payment date and the order number if you have one. We will check the payment and reply in Telegram.
How long should I wait if the payment is processing?
The status usually updates within a few minutes. If your order has not arrived after 30 minutes, contact support.
Can I get a refund?
The store where you paid makes the refund. We help find the payment and pass your request to the store.
Will you ask for my card details or an SMS code?
No. AzelPay support never asks for a full card number, CVV, passwords or SMS codes. If someone asks for them in our name, it is fraud.
I am a store connected to AzelPay. Where do I write?
To your manager in Telegram. If you are not connected yet, submit a request in the bot or on the site.