1GO Plus deposit not received: match the payment and order
Use the original payment record to locate the matching deposit order.
If your bank or payment account shows a successful deposit but the 1GO Plus wallet has not been credited, identify the corresponding order first. The Submit UTR page directs users to submit the matching payment reference under the matching order so the transfer can be investigated.
Do not solve an unexplained deposit by sending another one. A second transfer creates a second record and may leave you with two issues to distinguish.
Compare the two records
Open the detailed bank or payment record and the 1GO Plus Transaction entry. Compare the amount, time and status. Keep the order identifier separate from the payment reference: they identify related records, but you should not assume the same number is used by both systems.
| Record | Details to retain |
|---|---|
| Bank or payment account | Final status, amount, time and reference |
| Deposit order | Order identifier, amount, time and displayed status |
| Support request | What differs between the two and any case reference |
If two deposits have the same amount, use the time and reference as well. Selecting the most recent order solely because its amount matches can attach evidence to the wrong transaction.
Confirm what the payment status means
Describe the status actually shown. If the payment remains pending or has failed, do not report it as a completed transfer. A debit message, a pending bank entry and a successful final record are different observations.
If the bank has reversed the transfer, retain that record too. Explain the sequence rather than sending only the earliest screenshot. This allows the request to address the current issue rather than a status that has already changed.
Submit the corresponding reference
Use Submit UTR for the successful deposit that has not reached the wallet, and select the matching order. Copy the reference from the payment record. Do not substitute a reference from another transfer or alter a receipt.
The UTR guide explains the matching task in more detail. Follow the actual form’s requirements if it asks for additional information. The page label does not establish a universal resolution time, so retain the submitted details and follow the resulting response.
If the order cannot be located
Prepare a support request with the amount, time, payment status and reference you do have. Explain that the order is missing or cannot be matched. Avoid guessing an order identifier to make a form submit.
Keep sensitive payment authentication details out of the request. A transaction reference can help trace the payment; a banking PIN or live OTP does not belong in the explanation. Follow support guidance for a focused message and keep later replies with the original record.