Identify which stage needs checking
A payment question can mean different things: the approval did not complete, the payment provider confirmed a transaction but your balance did not update, or an order still looks unpaid. Check the payment result and your account or order record first so you can explain the exact issue.
Tell support whether you used Delix Gains Kenya at www.delixgainske.com or Delix Gains Nigeria/global at www.delixgains.com. The businesses have separate records. Do not assume that an agent can locate a transaction from only your name or the amount you paid.
Send one complete payment request
For an account payment, send your username, registered email and the full transaction confirmation message. Include the amount, currency, date and payment method. A clear transaction reference helps the team search the correct record; a cropped image with the reference missing can delay a review.
If you placed an order without an account, send the exact link used to order and any available order ID or checkout reference, along with the transaction confirmation. Explain whether you expected account credit or payment for that particular order. These are different outcomes and should be checked against the purchase you made.
- Website used: Kenya or Nigeria/global.
- Username and registered email, if you have an account.
- Full transaction confirmation text, amount, currency and date.
- Order ID and exact order link when the payment relates to an order.
Keep confidential information out of the chat
Support can review a transaction without your payment PIN, OTP, card security code or account password. Do not send those details. If you attach evidence, include the relevant confirmation rather than an entire statement containing unrelated transactions.
Use the contact links on support.delixgains.com. For Kenya, WhatsApp support is +44 7403 660852; for Nigeria and global customers it is +44 7520 642106. You can also email business@delixpanel.com. Keeping the details in one conversation helps agents avoid creating duplicate payment cases.
Wait for the review before paying again
An agent submits the transaction and account details for owner review. The team checks whether the transaction was successful, already applied or still needs action. A submitted request is not a promise of an immediate credit or refund, and the same evidence should not be treated as a second payment.
If you discover a new confirmation or notice that the balance updated, add that information to the existing conversation. Avoid repeating the payment solely because the website has not yet reflected it. Keeping your original receipt and explaining the expected result gives the review a clear starting point.
Common questions
What if I ordered without an account?
Send the exact link used for the order, the transaction confirmation and any order or checkout reference you received.
Should I pay again when my balance has not updated?
Check the transaction and contact support with its confirmation before repeating a payment for the same purpose.
Sources and further reading
Payment coverage and creator programmes can change. Use the official pages below and the options shown in your account or checkout.
YOUR NEXT STEP
Have a question about your order or payment?
Choose the team for the website where you placed your order. Keep your order ID or payment reference ready.