Payment Problems and Account Recovery

Start by checking whether money left your account

Use this guide when a receiving account rejects payment, a payment window fails, or Regosite still shows an unfinished payment.

Before retrying, open your bank or payment provider’s transaction history. If money was deducted, save that receipt and check the existing Regosite record. Do not send another payment just because a page timed out or still says pending.

1. Find the form or record involved

If you are still completing a purchase, return to the original form. If you already submitted it, open Transactions, choose the purchase category, and open the matching record.

Check the event, amount, method, payment state, and any organiser message. This establishes whether you need to finish a form, correct evidence, or ask for a payment check.

2. Report a receiving account problem when offered

Some registration and Dealers Den payment forms show Problem with this account? beside the selected receiving account. Use it if that account is at its limit, declines the payment, or has another problem.

Open the action and choose the closest reason:

• Account appears to be at its limit when the provider reports a receiving limit.
• Payment was declined or failed when the provider rejects the attempt.
• Other issue for a different problem.

Add optional details that explain what happened. For example, “The payment app reported that the receiving account cannot accept transfers” is more useful than “Doesn’t work.” Avoid entering passwords or banking security codes.

Select Report & continue and read the result. The form may offer the next available account or ask you to choose another method. If it says the report could not be sent, do not assume the organiser received it, even if that account disappears from your current choices.

3. Check the replacement destination before paying

Review the newly selected receiving account and instructions. If the selected account cannot accept the amount, return to payment selection and choose an eligible option.

Do not assume the destination changed automatically. Compare the account shown in Regosite with your payment app again before confirming a payment. If the first attempt may have charged you, establish its result before trying the replacement.

4. Recover from a blocked or unavailable payment window

If your browser blocks the popup, use the secure payment link offered in the form. Keep the original form open while using the provider.

For Payment link unavailable, close the payment window and reopen it from the original form. An old or incomplete link may no longer work. After provider payment succeeds, return to the original form to add its reference and receipt and complete final submission.

5. Check why a successful payment still looks pending

First check that the original form was submitted. Payment at the provider, uploading proof, submitting the purchase, and organiser confirmation are separate steps.

If you have a saved shop order with an evidence correction panel, follow Submit payment proof. Add the correct receipt or reference and submit the update for review.

For another purchase without an available correction action, contact the organiser privately. Include the event and record reference, amount, date, payment method, and real receipt. Explain whether money was deducted and whether you reached the final submission screen. This helps them locate the payment without creating a duplicate purchase.

When no suitable payment option appears

Available methods, currencies, account capacity, international options, and deadlines depend on the event. Ask the event organiser for the current supported option. Do not use an account from an older event or another attendee’s screenshot unless the organiser confirms it for this purchase.

You are finished when: the payment result is understood, any required form or evidence update is submitted, and you know whether organiser review or private support is still needed.