My Stars have not arrived — what now
What to do if Telegram Stars have not arrived after you paid: how to check the order's status, why delays happen and how to reach Shiba Bank support.
Stars usually arrive within a few minutes of payment. If yours have not, go through these steps.
1. Check the order's status
In the bot open "🤖 Profile" → "📬 My orders". It shows which step the order is at: awaiting payment, paid, being sent or done.
2. If the order is still awaiting payment
The payment has not reached the bot yet. With cards and SBP that usually takes seconds; with crypto, it comes after the network confirms it. If you paid from your own TON wallet, check that you included the comment from the invoice and an amount no smaller than the invoice.
3. If the order is paid but not done yet
Stars are sent through Fragment. If it is briefly unavailable, the bot tells you about the delay and completes the order as soon as Fragment is back. You do not need to do anything.
4. If the recipient cannot receive Stars
Sometimes the @username has a typo or belongs to a channel rather than a person. The bot checks this before payment. If the refusal comes after payment, the Stars go back to your wallet in the bot, and you get a message.
Do not pay a second time: that creates a second order. A paid order is never lost.
Support
Write to support at @barboskich — Monday to Saturday, 12:00–23:00 Moscow time (UTC+3). Include the order number from the bot. In the bot, /support opens support and /paysupport is for payment questions.
Frequently asked questions
How long do Stars usually take?
Usually a few minutes after payment, and within 30 minutes.
I sent crypto without the comment. What now?
Contact support with a link to the transaction: a payment without the comment cannot be matched automatically, so it is checked by hand.
Can I cancel a paid order?
A paid order is completed automatically. If it cannot be, the money or Stars are returned — the bot tells you.
