Most payment problems have a quick fix, and almost none of them mean your money is lost. Find your situation below and follow the steps. If you're still stuck, open a ticket from Support with your invoice number and, for Bitcoin, the transaction ID.
One rule first: if you've already sent a payment, don't send it again until you've checked the status. A second payment is harder to sort out than a late first one.
- 1Spot the problem
- 2Check your invoice status
- 3Apply the fix
- 4Contact support if needed
What you need
- Your invoice number (starts with AGT-)
- Your transaction ID or payment reference, if you've paid
Step-by-step instructions
Before you've paid
Step 1: The price lock ran out
Press Get a new quote in the payment window. A fresh BTC amount is locked for you. Send the new amount, not the old one.
Step 2: The reservation timer ended
Your invoice expired because no payment arrived in time. Choose your pack again in Plans & Billing to get a new invoice.
Step 3: My app says the address isn't valid
Copy the address again with the Copy button rather than typing it, and check you're sending Bitcoin on the Bitcoin network. If the app still refuses, try another method such as MoonPay and let support know which app rejected it.
Step 4: A payment method isn't listed
Only methods that are set up for checkout appear. Choose another; the payment guides cover each one.
After you've paid
Step 5: The window still says Waiting for Payment
New transactions can take a few minutes to appear. Check your app shows the transaction as sent. Press I Have Paid so our team watches for it, and keep your transaction ID handy.
Step 6: My invoice says Underpaid
Less than the invoice amount arrived, usually because a fee was taken out of the amount sent. Don't start a new invoice. Open a support ticket with your transaction ID; we'll tell you how to complete or refund it.
Step 7: My transaction is stuck unconfirmed
A low network fee can delay confirmation. Your invoice stays in Pending Confirmation and won't expire. See Bitcoin network fees for ways to speed it up.
Step 8: I sent on the wrong network
Payments sent on another network, as a token or as Lightning don't reach your invoice address. Contact the app or exchange you sent from first; recovery depends on them. Then open a ticket with us.
Step 9: I paid twice
Don't worry; open a ticket with both transaction IDs. Extra payments are handled under our Refund Policy or can be applied to an extension.
Step 10: My invoice is Paid but there's no login yet
Your payment is confirmed and our team is activating your subscription. Your login appears in My Account as soon as it's ready, and you'll get a notification.
Watch out for impersonators
Payment problems attract scammers. Keep these rules in mind:
- Only pay using the details in your own Apollo Group TV payment window.
- Our team never asks for your password, card number or a payment by direct message.
- Support conversations happen in tickets inside your dashboard.
- If someone offers to fix a payment for an extra fee, it isn't us.
Information that speeds up support
Include these in your ticket and we can usually resolve it in one reply:
- Your invoice number (AGT-…)
- The app or wallet you paid from
- The amount you sent and the time
- The Bitcoin transaction ID, or your bank or app confirmation number
What happens next?
Once the issue is fixed, your invoice moves to Paid and your subscription is activated as usual. Your login details appear in My Account.