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.

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.

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 [e-mail] 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

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

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