Payment
Payment issues
Failed payment, failed seats, time is up: causes and solutions.
1 min readUpdated on 12 October 2026
| Message shown | Likely cause | What to do |
|---|---|---|
| “Please fill in all required fields” | Passenger name, phone or email missing | Complete the passenger details. |
| “The number must be 9 digits and start with 6” | Invalid phone format | Enter the number without the country code: 6XXXXXXXX. |
| “Invalid email format” | Malformed email address | Fix the address (e.g. [email protected]). |
| “Time is up” | The seat lock expired | Go back to seat selection and start again. Nothing was charged. |
| “Payment failed” | Error while registering tickets | Go back to seat selection and try again. |
| “Failed seats: …” | One or more seats could not be assigned (taken in the meantime) | Choose other seats and try again. |
| “Insufficient balance for this payment” | The wallet does not cover the total | Top up or remove seats. |
| “The owner did not respond” | Relative’s wallet authorisation expired | Try again after warning your relative, or change payment method. |
I was charged but did not get a ticket
- 1
Check My bookings
Sign in and open My bookings: your tickets appear as soon as they are issued.
- 2
Check your emails
Also look in the spam folder of the address entered for the passenger.
- 3
Check the wallet history
In the transaction history, find the matching debit.
- 4
Contact support
If there is a debit without a ticket, contact us with the date, amount and trip. We fix it quickly.
Ready-made WhatsApp message
The site’s WhatsApp button pre-fills a “I have a payment problem with my booking” message. Add your details to it.
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