My bank deducted the amount, but the payment failed. What should I do?
Why this can happen
A bank may reserve or deduct an amount before receiving the final transaction result. If the payment provider does not complete the transaction, BJAK receives a failed or incomplete status even though the bank temporarily shows the amount as deducted.
Refund or release timing by provider
- Atome: eligible refunds are initiated instantly for supported transactions.
- Xendit: eligible refunds are initiated instantly for supported credit-card transactions. FPX refunds are not supported through Xendit.
- Fiuu: supported ShopeePay and Grab PayLater refunds take 1 working day. Supported Maybank, CIMB, Bank Islam, Hong Leong Bank, Public Bank and Bank Rakyat refunds take 2 working days. 7-Eleven refunds are not supported.
What you should check
Review the payment status in BJAK, the transaction status in your bank or payment app, and any message from the provider. Do not make repeated payments unless the first attempt is clearly shown as failed.
When to contact BJAK
Contact support with the order number, payment date, amount and a screenshot that hides sensitive account or card details. BJAK can check the provider reference and transaction result.
Important clarification
A temporary bank hold is not always a completed payment to BJAK. The final release or display in your account can depend on the bank or provider's process.