You've paid, but the app is still showing "Payment is still processing" or "Verifying…". Don't worry — this is almost always a short delay in the payment confirmation reaching us, and it usually clears on its own within seconds.
Important: whatever you do, don't pay a second time.
Why this happens
After you complete checkout, we wait for the payment provider to confirm the charge before we mark your booking as paid. The app checks for that confirmation every couple of seconds and also asks the payment provider directly — but occasionally the confirmation takes a little longer to arrive.
What to check first
- Stay on the screen for a few seconds. The app keeps checking automatically and will update itself.
- Don't tap pay again. The app deliberately disables the button (showing Verifying…) while it checks, so you can't be charged twice.
- Check your internet connection — the app needs to be online to confirm the payment.
What the messages mean
| Message | What it means |
|---|---|
| "Payment is still processing" | You're back from checkout and we're waiting for confirmation. This is normal for the first 30 seconds. |
| "Taking longer than expected" | Tap Refresh status to check again. |
| "Payment may not have completed" / "Payment not completed" | Shown after about 5 minutes with no confirmation. You'll be offered Continue Payment (to finish checkout) and Cancel booking. |
| "We're confirming your payment with our payment provider. This usually takes a few seconds — please don't close the app." | Shown on the appointment itself while it verifies. |
If you closed the payment page without paying
Your booking stays Pending and the slot is still held. Open the consultation from the Consults tab → Telehealth and tap Continue payment to finish, or Cancel to release the slot. Remember the slot is only held for 15 minutes.
If it still doesn't work
Ask A Vet re-checks any booking that's been stuck for more than a few minutes, so in most cases it resolves without you doing anything. If it doesn't, the app shows the message "Still verifying your payment — We haven't received final confirmation yet. Tap 'View appointment' to check status, or contact support if you were charged." along with a Reference number.
Note that reference number and contact Ask A Vet support with it — it lets us find your booking straight away. [CONFIRM: support contact channel — email address or in-app route.]
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