When a deposit doesn't appear

Nothing tests trust in a payment system like money that seems to have vanished between the bank and the wallet. So before bank deposits open, it is worth understanding what the design does when a deposit cannot immediately find its wallet — because "not appeared yet" and "lost" are very different things.

Held, not lost

The deposit flow is built fail-closed: a deposit is credited when its reference matches your wallet and its proof verifies. When something is off — a mistyped reference, an unreadable slip, details that disagree — the system holds the deposit for resolution rather than guessing which wallet to credit. Frustrating in the moment; vastly better than money credited to a stranger because a guess felt close enough. A deposit that has not appeared is almost always a deposit waiting on its evidence.

The plan, in order

1. Check the deposit's status in the app first — it reflects what the system knows, including anything waiting on you, like a recapture of proof.
2. Re-read your slip against what you entered: reference exact, amount matching, date right. Most stuck deposits are one crooked character.
3. If the app asks for a fresh proof capture, take it carefully — flat, lit, every number legible.
4. Still stuck? Open Help in the app and describe it with your slip in hand. Your request is securely tied to your account, and the deposit details let support trace the specific deposit.
5. Keep the slip until the money is in your history. Paper you kept is leverage; paper you tossed is a story.

The one wrong move

Do not hand the problem to anyone outside the app. A stuck deposit is exactly the anxiety scammers hunt for: helpful strangers who "work with Kit Pay", numbers to call, fees to release your money. Support lives inside the app only, never charges a release fee, and never asks for your PIN or codes. Anyone doing otherwise is not rescuing your deposit — they are the second loss.