顧客は入金したが残高が更新されなかった

If you are using OUR cashier - please open ticket with the transaction details.

This usually relevant for brands that are running their own cashier and communicate with us via API:

Every deposit have 4 calls in a sequence. 

https://platform.docs.tradesmarter.com/?version=latest#0c88e107-bdbd-4fa6-853d-adefd8006c09

Step 1 of 4 - Create Charge (deposit initiation)

Response : Record ID

Status in the CRM :Page visited

https://platform-api.tradesmarter.com/payment/create-charge

Step 2 of 4 - Get Charge (checking user wallet response for pending payment)

Status in the CRM :Page visited

https://platform-api.tradesmarter.com/payment/get-charge

Step 3 of 4 - Update Charge (updating current status for the deposit attempt)

Status in the CRM : Approved (the funds didn't enter to the wallet yet)

https://platform-api.tradesmarter.com/payment/update-charge

Step 4 of 4 - Finalize Charge (Update User balance)
++ Should be used only on Approved deposits! ++

Status in the CRM : Approved ,
Funds added to the wallet

https://platform-api.tradesmarter.com/payment/finalize-charge

The last 2 calls are updating the status (from page_visited to approved or declined) and finalize charge (which update the balance in the wallet). 

Before contacting us, make sure you completed the entire sequence, and got all the responses properly. 

Very important - make sure you have valid session and the right transaction id in every call.

If you need us to investigate, please send us all calls made related to this transactions, including all parameters sent and the responses you got from our server.

Without the actual call and the response you got from the server, there is nothing for us to check.