Failed or Pending Payments

• Pending — Payment has been initiated, but Vietnam Office has not yet received a final success or failure result from the Payment Provider.

While Payment is Pending, customers should not immediately pay again if funds appear to have been debited. Check the Order status or wait for the system to update before creating another transaction.

• Failed — The transaction was not approved by the bank/Payment Provider or authentication was not completed. The Order is not eligible for License/Entitlement allocation.

Customers may check available funds, Card/account limits, network connection, payment information, or retry using an available supported Payment method.

• Expired — The QR Code, Payment Session, or payment window expired before the transaction was successfully confirmed.

For an Expired Payment, the customer must return to the Order/Checkout and create a new Payment Session or QR Code if the Order remains payable.

If funds were debited but the Payment remains Pending/Failed, customers should not create multiple consecutive transactions. Use the Order ID and Payment Reference when contacting Support.

License/Entitlement is granted only after Payment reaches a valid successful state.

Handling principle: Pending → wait for confirmation; Failed → review and retry where appropriate; Expired → create a new payment session; no entitlement is granted without valid Payment Success.