BackSupport guide
Payment guide

Resolve rejected payments in minutes

If your payment was rejected, mismatched, or your order didn't appear, follow the matching solution below.

Solutions
Payment rejected? Try this
1

Payment successful but order not displayed

  1. Go to Transactions
  2. Find the unpaid order
  3. Click the Eye (View) button
  4. Click Supplement
  5. Enter: Identifier or Transaction Number, Receiver Cashtag, Sender Name, Amount
  6. Click Confirm

Result: Platform will audit and update the order.

2

When Customer Send Amount More Than Request In Portal By Agents

  1. Go to Transactions
  2. Find the unpaid order
  3. Click the Eye (View) button
  4. Click Supplement
  5. Enter: Identifier or Transaction Number, Receiver Cashtag, Sender Name, Amount
  6. Click Confirm

Result: Platform will audit and adjust.

3

When the customer pays on old tag without asking through Cash App account saved in history

  1. Create a new order (Do NOT send link to player)
  2. Open the order
  3. Click the Eye (View) button
  4. Click Supplement
  5. Enter: Identifier or Transaction Number, Receiver Cashtag, Sender Name, Amount
  6. Click Confirm

Result: Platform will verify and process.

Go to Transactions
Reference
Filling supplement details
Reference showing where to find Identifier, Transaction Number, Receiver Cashtag, and Sender Name on a Cash App receipt
Walkthrough
How to find Identifier & Transaction Number

This section helps users locate the correct payment details required for the Supplement process.

Identifier Location Guide

Steps to find the Identifier in Cash App: open the order, view details, locate the Identifier numeral

Transaction Number Location Guide

Steps to find the Transaction Number in Cash App: open the corresponding order and locate the Transaction number

Note: Transaction Number is known as Identifier for iOS users. Transaction Number remains the same for Android.

Best practices
Stay safe & get paid faster

Always upload clear proof

A full screenshot of the completed payment beats a cropped or blurry one every time.

Use the correct sender tag

Match the tag exactly. Typos are the #1 cause of mismatches.

Submit within the window

Confirm before the countdown ends — expired payments require a Supplement request.

PayPal: Friends & Family only

Goods & Services trigger fees and can result in deductions from your balance.