How can we help?
Questions about payments, your account or your subscription — we’re here to help.
To help you faster, please include
- ✓ The email you use to sign in
- ✓ Your shop (store) name
- ✓ The payment ID, if it’s about a payment (it starts with pay_)
- ✓ The amount, date and time of the payment
- ✓ A screenshot of the problem, if you have one
- ✓ What you expected, and what happened instead
Never send your password, your two-factor codes or your Bakong token. We will never ask for them.
Quick answers
A customer paid but it isn’t showing as paid +
It can take a few seconds for the bank to confirm. Ask the customer to press “I’ve paid — check now” on the payment page. If it still isn’t paid after a few minutes, email us with the payment ID, amount and time.
A customer paid after the QR expired +
We keep checking for a while after expiry. If the money arrives, the payment is marked paid and flagged as paid late, so you can still give the order or refund the customer from your bank app.
How do I get a refund to a customer? +
Money goes straight to your bank account, so refunds are made from your bank app. We don’t hold or move money.
I can’t sign in +
Merchants sign in with “Continue with Google” using the same Google account as before. If you see a message that your account is suspended, email us.
How do I renew my subscription? +
Go to Subscription in your dashboard and pay for the next year by KHQR. Renewing early adds a full year on top of the time you have left.
I want to change the bank account that receives money +
Open your store, choose “Change payment account” and upload the KHQR of the new account from your bank app.
Still stuck? Email us and we’ll get back to you.