Can't locate a customer's payment in your account? Upload their payment confirmation screenshot and we'll find it for you automatically.
What is Find by Payment Proof?
This feature lets you quickly locate transactions by uploading payment confirmation screenshots from your customers. Our system automatically reads the reference numbers and searches for matching payments across all your stores—no manual typing required.
How to Use This Feature
Step 1: Access the Feature
- Go to the Payments tab in your merchant portal
- Click the three-dot menu (⋮) in the top right corner
- Select "Find by Payment Proof"
Step 2: Upload Your Screenshot
- Click "Click to upload" or drag and drop your file into the upload area
- Make sure your file meets these requirements:
- Format: PNG, JPG, or JPEG only
- Size: Maximum 2MB
- Quality: Clear and readable (avoid blurry photos)
What works best:
- Mobile banking app screenshots
- Email payment confirmations
- Digital receipts with reference numbers visible
What to avoid:
- Blurry or low-quality photos
- Cropped images where reference numbers are cut off
- Screenshots with poor lighting
Step 3: Wait for Processing
After uploading, our system will:
- ✓ Upload your image
- 🔄 Read payment numbers from the screenshot
- 🔍 Search for matching transactions across your stores
- ✓ Show you the results
This usually takes a few seconds.
Step 4: Review Your Results
If we find matching transactions, you'll see:
- Number of results found at the top
- Store name badges showing which store each transaction belongs to
- Transaction details including amount, date, and status
- Click any result to view full transaction details
Note: If the transaction is from a different store than your currently selected one, you'll be automatically switched to that store when you click the result.
What If the Search Doesn't Find Anything?
"No Search Results Found"
This means we successfully read numbers from your screenshot, but couldn't find matching transactions. The message will show you what numbers we searched for.
What to try:
- Verify the numbers shown match what's on your screenshot
- Search manually using the correct reference number
- Upload a different screenshot if available
- Check if the payment was made through a different payment system
"Unable to Read the Screenshot"
This means we couldn't detect any payment numbers in your image.
What to try:
- Upload a clearer screenshot
- Make sure the reference number is visible and not cropped
- Try a different format (e.g., if you uploaded a photo, try the original screenshot instead)
- Manually search using the reference number from the screenshot
"Service Temporarily Unavailable"
Our payment search system is temporarily down for maintenance.
What to do:
- Wait a few minutes and try again
- Use the manual search in the Payments tab as an alternative
Tips for Best Results
✅ DO:
- Use original screenshots from banking apps or email confirmations
- Ensure reference numbers are clearly visible
- Upload the full screenshot without cropping important details
❌ DON'T:
- Take photos of your screen (use screenshots instead)
- Crop out reference numbers
- Upload heavily edited or filtered images
Need More Help?
If you're still unable to locate a payment after trying this feature, you can:
- Manually search in the Payments tab using the reference number
- Check the date filters to ensure you're looking in the right time period
- Contact our support team with the payment details
Feature availability: This feature works in both Live and Test modes across all your stores.