Payment Methods and Troubleshooting Failed Payments | Valenna Help

Payment Methods and Troubleshooting Failed Payments

Valenna accepts Pay Now (credit card, debit card and EFT) and Manual Bank Transfer. Most payment problems fall into four groups: a card payment that looks failed but succeeded, a bank transfer waiting for proof of payment, a request for a payment link, or a duplicate payment.

💳 Payment methods

MethodHow it works
Pay NowCredit card, debit card or EFT through the payment gateway at checkout
Manual Bank Transfer (Invoice)Creates an order and invoice; you pay from your own bank and send proof of payment

🔁 Before you retry a failed payment

  1. Check whether the bank deducted the amount.
  2. Look for an order number or payment email.
  3. Record the gateway reference and the amount.
⚠️ Warning: do not pay again until you have checked whether the first payment went through. That is how duplicate payments happen.

🏦 Manual bank transfer

Send proof of payment with your order number. The payment must be matched to the order before a pending order can proceed.

📑 Duplicate or unclear payment

Send both transaction references and amounts. If a payment was duplicated, we will confirm it and explain the refund options.

🚨 Alert: never send full card details. A screenshot, the amount, the date, your order number and the payment reference are enough for us to investigate.

❓ Frequently asked questions

Does an invoice mean my order is in production?

No. Production begins once the applicable payment requirements are met.

Are there fees if I cancel?

Cancellation fees depend on the payment method and the stage of the order. See cancellations, returns and refunds.

👉 Related guides and next steps