Resolve a passport payment that is not reflected

Checks to make when a passport payment appears pending or is not reflected in your official application.

If a payment result is unclear, verify the transaction and application status before starting another payment. AGI cannot trace a government transaction or confirm a payment on your behalf.

Before you begin

Keep the official transaction reference, payment confirmation and application number.
Never share your mobile-money PIN, bank password or one-time code with anyone.

Steps to follow

Check the payment confirmationReview the confirmation from your payment provider and note the reference, amount and time.
Sign in to the official passport serviceOpen your application and check its payment or status information.
Avoid making a duplicate payment while status is unclearFollow any explicit instruction displayed by the official portal and keep evidence of the transaction.
Check the application and payment referencesMake sure the transaction belongs to the intended passport application.
Contact the responsible official support channelIf the payment remains unconfirmed, use the eCitizen or Immigration contact route published on the official website and provide the references they request.

Important notes

Do not assume a payment has failed solely because the page did not refresh or a receipt is delayed.
AGI does not collect payments, issue refunds or access account-specific transaction records. Never pay an unofficial agent to trace a transaction.