This task affects financial records or the verified destination for merchant funds. This guide focuses on how to send safe references and masked information without passwords, OTPs, card data or BVN.
Identify the financial record first
Open the exact order, Wallet entry, payout account or withdrawal involved. Match its reference, amount, currency, time and status. This guide is intended to help you send safe references and masked information without passwords, OTPs, card data or BVN.
Keep balances and currencies separate
Customer payment, gateway fee, merchant remittance, ledger balance and available balance describe different stages. Read each labelled value in its recorded currency and never overwrite it with an informal conversion.
Act only from a supported state
Paid orders may be fulfilled after the expected amount is confirmed. Pending provider results, payout verification and balance holds require waiting. Submit a refund, verification or withdrawal once, then wait for the new status instead of creating duplicates.
Protect payout and identity data
Use only the secure Selstack fields for legal identity, BVN or bank details. Never send a BVN, password, OTP, full card number or unmasked bank document through ordinary email, chat or a support ticket.
Reconcile or escalate safely
After the action, compare the original transaction with fees, wallet movement and provider status. If the path does not reconcile, give official support the safe reference, visible message and timestamp; do not manually move or convert funds to hide the difference.
Example: Contact Support About a Payment Safely
“Order ABC, GBP 10, pending since 14:05 UTC” is useful; a card photo, OTP or BVN is not.
If Contact Support About a Payment Safely is not working
If support needs more context, provide a cropped status screenshot and masked details through the official ticket.
Confirm the result
- Every amount is read in its labelled currency.
- The provider, order, wallet or withdrawal status supports the action taken.
- No pending action was duplicated or silently converted.
- Sensitive payout and identity data stayed inside protected fields.
When to ask Selstack for help
Contact official Selstack support when the saved result, status or resolved identity still conflicts with the intended record after one refresh. Include the business, page, time, safe reference and visible message. Do not include passwords, OTPs, recovery codes, full card details, BVN, NIN or unmasked bank documents.