Title: Lost Payment
Last modified: August 19, 2021

---

# Lost Payment

 *  Resolved [aromero11221](https://wordpress.org/support/users/aromero11221/)
 * (@aromero11221)
 * [4 years, 8 months ago](https://wordpress.org/support/topic/lost-payment-2/)
 * Hello all,
 * I had an issue with woocommerce payments so I restored my site to a previous 
   version. I unfortunately did not save a back up version and lost an order that
   had been placed right before I restored. The customer is saying the charge was
   processed on their end on their card. It is for $350 and I have not seen anything
   come through on my end, the order is not showing at all and I don’t know what
   do. Please help.
 * I used woocommerce payments for this order. I switched over to Stripe, but the
   payment method was woocommerce payments for this order. I can’t find anyone with
   woocommerce payments to help me, hence why I switched to Stripe.
 * They say payment should hit your bank in two days and this order was placed on
   Monday and I have not seen anything. Do they hold the first order longer possibly?
   I don’t want to blame or harass the customer as this was an error on the site.
 * Thank you,
    Alex
 * The page I need help with: _[[log in](https://login.wordpress.org/?redirect_to=https%3A%2F%2Fwordpress.org%2Fsupport%2Ftopic%2Flost-payment-2%2F%3Foutput_format%3Dmd&locale=en_US)
   to see the link]_

Viewing 3 replies - 1 through 3 (of 3 total)

 *  Plugin Support [B C. a11n](https://wordpress.org/support/users/battouly/)
 * (@battouly)
 * [4 years, 8 months ago](https://wordpress.org/support/topic/lost-payment-2/#post-14790127)
 * Hi [@aromero11221](https://wordpress.org/support/users/aromero11221/),
 * To look into this further, please contact us at [WooCommerce.com > My Account > Support](https://woocommerce.com/my-account/create-a-ticket/?form=ticket).
   You may need to create an account before you can access that page.
 * Please include a link to this forum thread, so that we can keep track of what’s
   already been done.
 * We will be able to help you further there.
 *  Thread Starter [aromero11221](https://wordpress.org/support/users/aromero11221/)
 * (@aromero11221)
 * [4 years, 8 months ago](https://wordpress.org/support/topic/lost-payment-2/#post-14791314)
 * Thank you for the response [@battouly](https://wordpress.org/support/users/battouly/)
 * I opened ticket Ticket #4238659 and referenced this thread. I did open a ticket
   earlier this week and still have not heard back so hopefully get more luck with
   this one.
 *  Plugin Support [Yuki K a11n.](https://wordpress.org/support/users/yukikatayama/)
 * (@yukikatayama)
 * Automattic Happiness Engineer
 * [4 years, 8 months ago](https://wordpress.org/support/topic/lost-payment-2/#post-14791432)
 * Hi [@aromero11221](https://wordpress.org/support/users/aromero11221/),
 * You should have received a reply from WooCommerce.com support for ticket #4238659.
   I’ll close this forum post for now!
 * As a side note, any new WC Pay accounts will have a 7 day hold on their first
   order before it is paid out to the bank: [https://docs.woocommerce.com/document/payments/faq/deposit-schedule/#section-2](https://docs.woocommerce.com/document/payments/faq/deposit-schedule/#section-2)

Viewing 3 replies - 1 through 3 (of 3 total)

The topic ‘Lost Payment’ is closed to new replies.

 * ![](https://ps.w.org/woocommerce-payments/assets/icon-256x256.png?rev=3234740)
 * [WooPayments: Integrated WooCommerce Payments](https://wordpress.org/plugins/woocommerce-payments/)
 * [Frequently Asked Questions](https://wordpress.org/plugins/woocommerce-payments/#faq)
 * [Support Threads](https://wordpress.org/support/plugin/woocommerce-payments/)
 * [Active Topics](https://wordpress.org/support/plugin/woocommerce-payments/active/)
 * [Unresolved Topics](https://wordpress.org/support/plugin/woocommerce-payments/unresolved/)
 * [Reviews](https://wordpress.org/support/plugin/woocommerce-payments/reviews/)

 * 3 replies
 * 3 participants
 * Last reply from: [Yuki K a11n.](https://wordpress.org/support/users/yukikatayama/)
 * Last activity: [4 years, 8 months ago](https://wordpress.org/support/topic/lost-payment-2/#post-14791432)
 * Status: resolved