When customers are paying using PayNow payment method, the QR code generated at checkout page should be scanned using their PayNow app within the 5-minute payment period for the payments to reflect successfully on your Transactions list.
However, there are cases when customers are repeat customers and they save the Hitpay UEN as saved recipient on their PayNow account from the first QR transaction, resulting to them sending directly to HitPay's UEN account instead of scanning the QR code generated.
Kindly remind your customers that the QR code has to be scanned every time they make a payment because sending to HitPay UEN will result to their payments not to reflect successfully on the merchant's account.
In cases when payments are sent to HitPay UEN, we will have to confirm with our bank if the payment is credited to our bank account. The investigation process may take several days or at least a week before we can confirm the status of the payment. Once we have checked the bank statement, the HitPay team will inform you on the status. If the payment is credited to our bank account, we will manually top up the payment to your HitPay balance accordingly, net of transaction fees.
HitPay is only able to check UEN transfers within a one-year maximum time period. Any UEN transfer that was not reported within one year from the time of transaction can no longer be retrieved.