The amount was deducted from M-PESA but the invoice was not marked as paid — what should I do?

This can happen when the system could not confirm the payment status after all retries were exhausted. In this case the invoice remains as Pending and the message appears: “We could not confirm your payment status. Please check your M-PESA messages. If the amount was deducted, contact support with your receipt number.”

Do not attempt to pay the invoice again before verifying with Safaricom whether the amount was actually deducted. If it was, contact your account support team with your M-PESA receipt number so the payment can be recorded manually.