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Question: I have paid X rupees. The amount is deducted from my bank account but not credited to my Exotel account. What is happening?


Answer: Recharging your account using our Payment gateway(from the dashboard) is the best method of payment because it is completely automated & instantaneous. But in rare cases, the transaction might take up to a couple of hours to reflect in your account. This could be because of various reasons, such as:

  • The originating bank took some time to intimate our payment gateway provider.
  • Our payment gateway servers were high on load leading to a delay in getting the details of your payment.
  • Our own servers were a bit busy updating the details.


Question - If have paid X rupees via NEFT/RTGS/IMPS method but the amount is not added to my Exotel account immediately. Why is there a delay?


Answer: All the offline payments like NEFT/RTGS/IMPS initiated from your end will take up to 3 to 5 working days to reflect in the dashboard.


In some other cases, there might be an internal error in one of the servers involved. In these cases, our team will also manually update the payment details in your account. If an online payment does not reflect in your account within 24hrs, please reach out to hello@exotel.com and share the transaction details. This information will help us cross-check with our payment gateway providers and help us update the payment on your account.