If your payment appears to have failed but the amount has been debited from your bank account, don't worry. In most cases, this happens because of a temporary delay between your bank, payment provider, and VideoMart.

The amount is usually either:

• Automatically refunded by your bank, or

• The purchase is completed successfully after payment confirmation.

What Should I Do?

Step 1: Wait a Few Minutes

Sometimes payment confirmation takes a few minutes to reach VideoMart.

Please wait 5–15 minutes, then:

• Open the VideoMart app.

• Tap the Library tab.

• Check if the purchased premium video content has been added to My Library.

Step 2: Check Your Bank Statement

Verify whether the amount has been:

• Successfully debited

• Marked as pending

• Reversed or refunded

Depending on your bank, pending transactions may be automatically reversed if the payment was unsuccessful.

Step 3: Check Your Email or SMS

Your bank or payment provider may have sent a payment confirmation or transaction reference.

Keep this information handy if you need to contact VideoMart Support.

Step 4: Contact VideoMart Support

If:

• The amount has been debited,

• The video doesn't appear in My Library, and

• You haven't received a refund within the expected time,

please contact VideoMart Support.

To help us investigate your payment quickly, include:

• Registered email address

• Premium video title

• Date and time of payment

• Amount paid

• Transaction ID or UTR number

• Screenshot of the successful debit (if available)

What Happens to My Money?

There are generally two possible outcomes:

Payment Successfully Received

If VideoMart receives confirmation from the payment provider:

• Your purchase will be completed.

• The premium video content will automatically appear in My Library.

Payment Not Completed

If the payment wasn't successfully completed:

• Your purchase won't be processed.

• The amount is usually refunded automatically by your bank or payment provider according to their processing timelines.

The exact refund timeline depends on your bank or payment provider.

Do Not Purchase the Same Video Immediately

If your payment is still being processed, avoid making another purchase immediately.

First:

• Check My Library.

• Wait for payment confirmation.

• Contact VideoMart Support if needed.

Making multiple purchase attempts may result in duplicate payment authorizations.

Frequently Asked Questions

My payment failed, but my bank account was debited. What should I do?

Wait for 5–15 minutes and check My Library.

If the purchased video doesn't appear and the amount isn't refunded within your bank's processing timeline, contact VideoMart Support with your transaction details.

How do I know if my purchase was successful?

If your payment is successful, the purchased premium video content will automatically appear in My Library.

How long does it take for a refund?

Refund timelines vary depending on your bank or payment provider.

If your payment wasn't completed, the amount is generally refunded automatically according to your bank's processing schedule.

What details should I provide to Support?

Please include:

• Registered email address

• Premium video title

• Date and time of payment

• Amount paid

• Transaction ID or UTR number

• Screenshot of the debit (if available)

Should I purchase the video again?

Not immediately.

First, check My Library and wait a few minutes for payment confirmation.

If the purchase still isn't completed, contact VideoMart Support before attempting another payment.

Need More Help?

If your payment has been debited but you haven't received access to the premium video content or a refund, please contact the VideoMart Support team. Our team will work with the payment provider to help resolve the issue as quickly as possible.