A successful payment on Mytherapist.ng is never lost. If your card or Opay charge went through but the booking didn't complete, the money is credited to your wallet, usually within a minute or two, so you can book again.
What happens automatically
Every payment has a unique reference that can only be used once. If the charge succeeds but the booking fails, the amount is credited to your wallet about 60 seconds later and you get a "Payment received" notification. With Opay, your wallet is credited before the booking is attempted, so the money is safe even if the booking fails.
What to do
- Wait a minute or two, then close the app and open it again.
- Check the Appointments list on the Therapy tab; the booking may have gone through.
- Check your wallet balance and transaction history. If the credit is there, book again from your wallet.
- If neither the booking nor the wallet credit shows after 30 minutes, open Settings → Chat with Support in the app and send the payment reference, amount, time and method from your debit alert. A person replies Mon–Sat, 9am–5pm WAT.
If nothing shows in your history at all
A declined card leaves no transaction behind, so an empty history can also mean you were never charged. Check your bank or Opay alert for a real debit first. See my card was declined.
Messages you might see
| Message | What it means |
|---|---|
| "This payment has already been used." | Already applied, most likely to a booking. Check your Appointments |
| "This payment is too old to be linked to a new booking…" | The payment is more than about 30 minutes old. Make a fresh payment and check your wallet for the earlier one |
| "Could not verify your payment. Please try again or contact support." | The charge may have failed at the gateway. Check your debit alert |
| "Payment amount does not match this booking…" | Less was paid than the booking costs, usually after a promo or price change. If you were charged, contact support |
Closing the Opay screen after paying is safe. The payment is processed in the background and your wallet is credited.
Related
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Ways to pay for a session
Pay from your wallet, by card, through Opay, from a sponsor's wallet, or with an employer or HMO benefit.
2 min readMy card was declined or the payment failed
Your bank or the card gateway rejected the charge. Try another card, or fund your wallet by bank transfer or Opay.
1 min readWallet top-ups and your balance
Top up from Settings, Fund Wallet with a card, Opay or bank transfer, and read your transaction history.
2 min readHow refunds work
Refunds go to your wallet, never back to your card, and return what you actually paid minus any cancellation fee.
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Didn't answer it?
A person replies Mon–Sat, 9am–5pm WAT. Messages sent outside those hours are answered when the team is back.
In the app
Open Settings, then Chat with Support. Your account details come with the message, so nothing needs repeating.
Get the appOn this website
Start a chat right here. Leave an email and a phone number so the reply reaches you.
Write from the email on your account, with your name and what happened, and the team picks it up in the same queue.
support@mytherapist.ng