## Overview

A charge can stay pending or fail due to the gateway (declined card), while waiting for the customer's
confirmation (PIX/boleto), or because a **webhook** didn't arrive. Real payment confirmation always
comes from the gateway webhook, not the success screen.

## Prerequisites

- A connected gateway (Asaas/Mercado Pago) with a configured webhook.

## Step by step

1. Open the charge and check its current **status**.
2. **Declined card**: ask the customer to try another card or method.
3. **PIX/boleto pending**: wait for confirmation; resend the link/QR if needed.
4. **Paid at the gateway but pending here**: check whether the webhook arrived.
5. Confirm the final state in the gateway dashboard if necessary.

## Settings & options

- **Webhook**: the source of truth for status. It must be active and validated.
- **Methods**: PIX, boleto and card (hosted checkout).

## Use cases

- Recover a sale with a declined card by offering another method.
- Resend a PIX charge that expired.

## Tips, limits & best practices

- Never trust the success screen to mark as paid — trust the webhook.
- Ensure idempotency when processing gateway events.

## Troubleshooting

- **Status doesn't update**: check the webhook configuration and signature.
- **Duplicate charge**: verify idempotency by identifier.

## See also

- [Connect a gateway (Asaas/Mercado Pago)](/hc/ajuda/articles/payments-conectar-gateway-en)
- [Refunds, webhooks and reports](/hc/ajuda/articles/payments-reembolsos-webhooks-relatorios-en)