Check the account and issuance
Do not share a password or login code to “restore the card.” Support can check the payment using its reference and may ask for the last four digits if the card was previously visible.
- Open SafePay using the same sign-in method used for issuance: the same email or Telegram profile.
- When switching between the browser and Telegram, do not assume they are automatically the same account. Check the profile without sharing private details.
- Close and reopen the app or refresh the page. Check the connection and the available issuance-payment status.
- If payment is confirmed but the card is absent, contact support with the payment reference and issuance time. Do not pay for another issuance before checking the first.
What to send support
Include the merchant, amount and currency, date and time, status and operation ID. The last four card digits are enough to identify a card. Hide sensitive fields in screenshots.
Never send the full card number, CVV, one-time codes, passwords, Telegram login codes or a wallet seed phrase.