A page, offer or order will not load
Recover from connection and service errors without repeating financial actions.
A loading error can come from your connection, an expired session or an unavailable service. It does not by itself prove your order was cancelled or your balance is zero.
Check safely
- Keep any order or payment reference before leaving the screen.
- Check your connection and reload once. On native order history, pull down to refresh.
- Confirm that you are signed in to the account that created the order. Reopen the original order through Orders.
- If a list is empty, clear filters and check the selected corridor or history tab.
- If a payment or order-creation request timed out, check order history, wallet activity and the external provider before submitting again.
What to report
Tell support the page, device, browser or app version, time, exact error and reference. State which action you took and whether any real provider debited you. Redact credentials and unrelated personal information from screenshots.
Avoid making the issue harder to resolve
Do not repeatedly place orders, fund a wallet or request withdrawals to test a failing screen. Do not confirm receipt to clear a loading state. If a merchant screen says Unable to Load Merchant Desk, use its Retry action once and report a persistent error.
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.