How long should I wait before contacting support?

Give it a few hours for the coins to appear, and check your bank statement over the following couple of days for an automatic reversal before assuming something has gone wrong.

Will I be charged twice if I retry the purchase?

Retrying creates a separate payment attempt. If the first attempt genuinely failed, it should not be charged, but keep both reference numbers in case you need to raise it with support.

What information speeds up resolving this?

The payment reference number, the date and time of the attempt, and the amount. These let us locate the transaction on Razorpay's side quickly.

Coins & payments

Payment failed but money was debited

Last updated 8 August 2026

Occasionally a payment fails on Orbit's side while your bank has still debited the amount. This is almost always a timing issue between your bank and Razorpay, not a lost payment, and it resolves itself in most cases.

Why this happens

Payments go through several steps: your bank authorises the debit, Razorpay processes it, and Orbit is told the result. If the connection breaks between any of these steps, your bank statement can show a debit while Orbit still shows the purchase as failed.

What to do first

Wait a short while before doing anything else. Banks in India typically reverse a failed transaction automatically within a few working days if the payment never actually completed on Razorpay's end.

Check your coin balance in the app — sometimes the credit arrives a few minutes after the debit, even though the checkout screen showed an error.

If coins still haven't arrived

Contact support@orbitgroups.online with the payment reference number from your bank statement or the Razorpay confirmation email, along with the approximate time of the attempted purchase. This reference is what lets us trace the transaction on Razorpay's side.

What not to do

Avoid retrying the same purchase repeatedly in quick succession while the first attempt is still pending — this makes it harder to match up which debit belongs to which attempt when we investigate.

Frequently asked questions

How long should I wait before contacting support?: Give it a few hours for the coins to appear, and check your bank statement over the following couple of days for an automatic reversal before assuming something has gone wrong.
Will I be charged twice if I retry the purchase?: Retrying creates a separate payment attempt. If the first attempt genuinely failed, it should not be charged, but keep both reference numbers in case you need to raise it with support.
What information speeds up resolving this?: The payment reference number, the date and time of the attempt, and the amount. These let us locate the transaction on Razorpay's side quickly.

Still stuck? Contact support or browse the full Help Center.