STC Pay • Troubleshooting

STC Pay troubleshooting guide for Gulf-based users and players

Sometimes everything looks fine on paper – verified account, virtual card ready, enough balance – yet you still see a decline message, a pending transaction or an identity check that doesn’t move. This guide walks through the most common STC Pay issues and how to respond calmly, step by step.

This is a general educational guide. It doesn’t replace official support from STC Pay or your bank.

Before you panic: quick checklist

Four questions that can save you a lot of time

Before assuming something is “broken” with STC Pay, quickly check:

  • Is your app updated to the latest version from the official store?
  • Is your internet connection stable (try both Wi-Fi and mobile data)?
  • Do your wallet and card limits actually allow the amount you’re trying to pay?
  • Is the service or website you’re paying working normally for other users?

If you’ve passed this checklist and the problem remains, move to the sections below based on the type of issue (account/app, top-ups, card, online payments).

Account and app issues

Login, verification and OTP codes

I can’t log in to the app

Login problem

Double-check that the mobile number you’re entering matches the one registered with STC Pay. Then try “Forgot password” or “Recover account”. If you’re still stuck, official STC Pay support through the app or website is the right channel.

Check phone number Account recovery

I’m not receiving the OTP (SMS code)

SMS code

Make sure your SIM is active and can receive SMS, then request a new code after a few minutes. Avoid VPNs at this stage and make sure your phone isn’t blocking “promotional” or unknown messages. If it continues, you may need to contact your carrier or STC Pay support.

Network signal Resend OTP

KYC verification is stuck

ID verification

If your identity check is stuck, verify that all personal details in the app match your official records, and that your mobile number is properly registered in your name. Reviews can sometimes take 24–48 hours.

Match details Wait for review

For a full walk-through of account setup, see the STC Pay account setup guide (EN).

Top-up and transfer issues inside STC Pay

Bank transfers, Mada, and other funding routes

Bank transfer sent but balance not updated

Local transfer

Bank transfers can take time depending on your bank, cut-off times and weekends. Check that: – You used the exact STC Pay bank details shown in your app – You haven’t hit a daily limit in your bank or in STC Pay

Transfer delay Correct IBAN

Card (Mada/credit) top-up declined

Instant top-up

Try the following: – Confirm the card is enabled for online transactions – Make sure neither the card nor STC Pay limits are exceeded – Retry later or with a different card if available

Card limits Online settings

Duplicate or pending top-up

Transaction status

If you see a duplicate or pending transaction, avoid repeating the same top-up multiple times. Review your recent transactions first. If an amount appears charged without a clear outcome, keep screenshots and contact your bank or STC Pay support.

Pending movement Contact support

For a structured overview of funding options, see the STC Pay top-up methods guide (EN).

Virtual card and online payment issues

Declines, FX differences and repeated attempts

Payment declined even though I have balance

Risk filters / merchant type

A decline is not always about your balance. Gateways and banks run risk checks based on amount, currency and merchant category. Sometimes trying later, with a lower amount or another trusted platform works.

Risk engine Merchant category

Charged amount is different from what I saw

FX & fees

When you pay in a non-SAR currency, the final amount can include exchange-rate differences plus small processing fees. Tiny differences are expected; large, unexplained gaps should be raised with your bank or STC Pay, with screenshots as evidence.

Currency conversion Processing fees

3D Secure / extra verification keeps failing

Strong authentication

Some sites trigger an extra security step (bank page, SMS, push approval). If this fails, make sure your contact details are up to date with your bank, and that pop-ups or SMS messages are not blocked on your device.

3D Secure Extra verification

For a broader view on the virtual card itself, see the STC Pay virtual card guide (EN).

When you should stop trying and contact support immediately

  • You receive unusual SMS or messages asking for your login codes or full card details.
  • You see transactions in your history that you definitely did not make.
  • Your account or card appears blocked without a clear explanation in the app.
  • A large, unexpected amount has been charged with no obvious reason.
Important: Never share your OTP, PIN, full card number or CVV with anyone over WhatsApp, phone calls or social media. Legitimate STC Pay support will not ask for your login codes.

In these situations, it’s better to stop all new payment attempts and go straight to official STC Pay or bank support channels.

Review your fees & limits before your next transaction Back to the STC Pay HUB