> For the complete documentation index, see [llms.txt](https://help.activenow.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.activenow.io/en/billing/payu-payment-not-registered.md).

# PayU Payment Not Registered in ActiveNow

A participant says they paid via PayU, but the payment hasn't appeared in ActiveNow? Follow the steps below to diagnose the issue.

## Step 1 — check whether the payment is in the PayU panel

Log in to your PayU panel and look up the transaction the participant is referring to.

**If the payment is not in PayU:**

The participant most likely didn't generate a new transaction through ActiveNow — instead, they repeated a bank transfer manually (e.g. they copied the details from a previous transfer in their banking app). In such cases, PayU will return the funds to the client's account.

To resolve this with PayU, ask the participant for a **PDF confirmation of the transaction** from their banking app or internet banking — the document must confirm that the transfer was made. Then contact PayU support and attach this document to your request.

{% hint style="info" %}
Make sure the participant knows how to pay correctly — they should generate a payment through the Client Panel or a payment link, not make a manual bank transfer.
{% endhint %}

**If the payment is in PayU — go to Step 2.**

## Step 2 — the payment is in PayU but not in ActiveNow

In this case, contact us at <support@activenow.io> so we can investigate. Please include the following in your message:

**Screenshot of the transaction details with Order ID** — found in the transaction details in your PayU panel

<figure><img src="/files/4kQc4AIBaTK8Fmn9yLlR" alt=""><figcaption></figcaption></figure>

**Screenshot of the "Show reports" tab** — found in the top right corner of the transaction details view

<figure><img src="/files/oVcjUjT2QBQdTgAwlyr1" alt=""><figcaption></figcaption></figure>

With this information, we'll be able to identify the issue and manually register the payment in ActiveNow.


---

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