Payment Security - Frequently Asked Questions

How OnusCash Protects You from Duplicate Charges

At OnusCash, we understand that network issues and connectivity problems can happen. That’s why we’ve implemented advanced payment protection to ensure you’re never charged twice for the same transaction.

What is Payment Protection?

Payment protection (also called “idempotency”) ensures that if you experience a network timeout or connection issue during a payment, you won’t be charged multiple times. Even if you click “Pay” multiple times, our system recognizes it’s the same payment and processes it only once.

How It Works

  1. You initiate a payment - Click “Pay” in the app
  2. Network issue occurs - Your connection times out
  3. You try again - Click “Pay” again
  4. We protect you - Our system recognizes the duplicate and prevents double charging

Result: You’re charged only once, even if you clicked multiple times ✅

Common Questions

What happens if my payment times out?

If your payment times out due to network issues:

  1. Don’t worry - Your payment is protected
  2. Try again - You can safely retry the payment
  3. Check your history - View your transaction history to confirm
  4. No duplicate charges - Our system prevents double charging

Can I be charged twice by accident?

No. Our payment protection system ensures that:

  • ✅ Network retries don’t create duplicate charges
  • ✅ Multiple button clicks are recognized as the same payment
  • ✅ Connection timeouts don’t result in double charges
  • ✅ Every payment is tracked from start to finish

How do I know my payment went through?

After a successful payment, you’ll see:

  1. Confirmation screen - Immediate confirmation in the app
  2. Transaction history - Payment appears in your history
  3. Receipt - Digital receipt available for download
  4. Notification - Push notification confirming payment

What if I see “Transaction already processed”?

This message means:

  • ✅ Your payment was successful
  • ✅ You’re trying to pay again with the same request
  • ✅ No duplicate charge will occur
  • ✅ Check your transaction history to confirm

This is normal - it’s our system protecting you from duplicate charges.

My payment is showing as “pending” - what should I do?

If your payment shows as “pending”:

  1. Wait 5 minutes - Most payments complete within this time
  2. Check again - Refresh your transaction history
  3. Don’t retry yet - Wait at least 10 minutes before retrying
  4. Contact support - If still pending after 10 minutes

Note: Pending payments are being processed - they’re not lost.

Payment Types

CFE Service Payments

When you pay your CFE electricity bill:

  • ✅ Protected from duplicate charges
  • ✅ Tracked from app to CFE
  • ✅ Complete payment history
  • ✅ Digital receipt provided

Special Feature: Your payment is tracked all the way to CFE, ensuring complete traceability.

Adding Money

When you add money to your OnusCash account:

  • ✅ Protected from duplicate charges
  • ✅ Secure payment processing
  • ✅ Immediate balance update
  • ✅ Complete transaction history

Security: Industry-leading security combined with our duplicate protection.

Safety and Security

How is my payment information protected?

Your payment information is protected through:

  1. Encryption - All data encrypted in transit and at rest
  2. Secure servers - Bank-level security infrastructure
  3. Duplicate prevention - Advanced payment protection system
  4. Audit trail - Complete tracking of every payment

Can I trust OnusCash with my payments?

Yes. OnusCash uses:

  • ✅ Industry-standard security practices
  • ✅ Certified payment processors
  • ✅ Advanced fraud prevention
  • ✅ Complete payment traceability
  • ✅ Regulatory compliance

What if I suspect a duplicate charge?

If you believe you were charged twice:

  1. Check transaction history - Review all transactions in the app
  2. Wait 24 hours - Some charges take time to appear
  3. Contact support - Email support@onus.cash with details
  4. Provide information - Transaction date, amount, and payment type

We investigate all reports and resolve issues quickly.

Getting Help

I have a question not answered here

Contact us:

  • Email: support@onus.cash
  • Phone: +52 55 6433 2228
  • In-app: Use the “Help” section in the app

I need to report a payment issue

Provide:

  1. Transaction date and time
  2. Payment amount
  3. Payment type (CFE, Add Money, etc.)
  4. Error message (if any)
  5. Screenshots (if available)

We respond within 24 hours to all payment inquiries.

Where can I see my payment history?

In the app:

  1. Open OnusCash app
  2. Tap “Transactions” or “History”
  3. View all your payments
  4. Tap any transaction for details
  5. Download receipts as needed

Privacy and Data

What payment data do you store?

We store:

  • Transaction amount and date
  • Payment type and status
  • Unique payment identifier
  • Receipt information

We do not store:

  • Full credit card numbers
  • CVV codes
  • Bank account passwords
  • Sensitive financial data

How long do you keep payment records?

  • Transaction history: 7 years (regulatory requirement)
  • Receipts: Available indefinitely
  • Payment details: As required by law
  • Personal data: Per our Privacy Policy

Can I delete my payment history?

Transaction records must be retained for regulatory compliance. However, you can:

  • Request account closure
  • Export your data
  • Review our Privacy Policy
  • Contact privacy@onus.cash

Last Updated: March 6, 2026
Questions? Contact support@onus.cash