Cancel an unpaid order or handle an expired payment window
Check whether cancellation is available and what to do if money was already sent.
The normal cancellation action is available while the order is MATCHED, before payment proof advances the trade. Wallet-funded orders can move past this state immediately. Cancellation is not an external bank-transfer reversal.
Cancel before paying
- Open the existing order and verify that you have not sent its payment.
- If Cancel Order is available, select it, enter the reason requested by the dialog and confirm.
- Wait for Order Cancelled or CANCELLED. Reopen the order if the request was slow.
- Only after confirming the status should you choose another offer.
If the countdown reaches zero
Unpaid MATCHED orders are eligible for system expiry. A zero countdown does not mean cancellation has already been committed. Refresh the order and check its actual status. Do not pay against stale or expired instructions.
If you already paid or cancellation is unavailable
Keep the transfer receipt and use the order’s dispute action or contact support. Do not cancel to hide a payment problem, and do not mark a payout as received. The available actions depend on the current lifecycle state; there is no verified customer “undo payment” control.
If the issue continues, contact PayTali support with the relevant order or payment reference and the error message. Never include your password, verification codes, full BVN or full NIN.