Payment stuck in processing — what to do

Money left your card or wallet, but the balance on zukko.pro did not change. Before writing to support, it helps to figure out which link in the chain is actually stuck — each payment method has its own confirmation logic, and "stuck" means something different for SBP than it does for crypto.

Step one: check the balance through the API, not just the dashboard

Sometimes the top-up already went through and the dashboard UI simply has not refreshed visually. A quick check without reloading the page:

curl https://api.zukko.pro/v1/balance \
  -H "Authorization: Bearer fetch_your_key"

If the balance already went up, there is nothing to fix — the dashboard UI just lagged behind reality. If it is still at the same level a reasonable while after payment, dig further based on the payment method.

SBP

Of all the methods, SBP (Russia's Faster Payments System) is usually the fastest, since it moves money directly bank to bank. If money left your card or account but the balance did not move within a few minutes, chances are the sending bank or the acquirer has not yet confirmed the transaction on their end. Check the transfer status in your own banking app — if the bank shows the payment as completed while zukko.pro's balance is still unchanged, that is already worth writing to support about, with the transfer details in hand.

Card via PayPear

Card payments are processed through the PayPear payment provider. There is a legitimate in-between state here — the charge on your card went through, but the provider needs time to confirm the transaction and pass the status to zukko.pro. If your card shows a charge and the balance has not moved, first check whether your bank sent a cancellation or authorization-reversal notice — sometimes a bank flags a payment as suspicious and reverses it later, in which case there is no top-up at all, and that is a bank-side decline rather than a bug.

Crypto payments

With crypto, "stuck" most often means the transaction has not yet gathered enough confirmations on the blockchain. That is a normal part of how any network works, not a fault on the service's side — the wait depends on how busy the specific network is and the fee you set when sending. Before contacting support, check the transaction by its hash in a block explorer and confirm it was actually confirmed by the network rather than lost somewhere on the way out of your wallet.

Foreign Mastercard EU via Fride

Since September 16, 2026, paying with a foreign Mastercard EU card is available through the Fride provider — the newest payment route, and one that may have more rough edges early on simply because it is new. Keep its parameters in mind: amounts from $2 to $594, with a fee of about 13%. If a payment through Fride gets stuck, mention explicitly in your support message that this was the payment method used — it speeds up triage, since Fride's provider and processing logic are separate from SBP and PayPear.

If the same method has worked fine before

It helps to use your own history as a baseline: if SBP or your card have gone through without delays before, and this one payment specifically got stuck, it is most likely a one-off glitch on the bank's or acquirer's side rather than a systemic problem with the payment method itself. If almost every payment through that method gets stuck, mention that explicitly in your support message — that looks more like a problem with the specific route than a fluke in a single transaction.

When to contact support, and what to attach

If none of the above explains the delay — your bank confirmed the transfer but the balance still has not grown hours later, or a crypto transaction has enough network confirmations but nothing landed — contact support: https://t.me/zukkopro?direct↗.

To save back-and-forth, attach right away:

• payment method (SBP / card via PayPear / crypto / Mastercard EU via Fride);
• exact amount and time of the payment;
• for card and SBP — a screenshot from your banking app showing the transaction status;
• for crypto — the transaction hash;
• the email or account identifier the top-up was meant for.

What not to confuse this with

The Idempotency-Key header is for API requests to models — it protects against double-billing if the same request is repeated within 24 hours. It has nothing to do with balance top-ups; these are separate systems, one for paying for model requests, the other for getting money into your account through a payment provider. If a payment is stuck, do not send the money again "just in case" — sort out through support where the first payment went first, so you do not end up with a second stuck transfer on top of it.