Overview
This article answers the most common payment-related questions on TheRecordXchange. If you're having trouble making a payment, finding the payment button, or understanding what you owe, you're in the right place.
Why don't I see a "Make Payment" button on my request?
The Make Payment button is only visible to the user designated as the Customer on a request. Only one user can hold the Customer role at a time.
If you don't see the button, the most likely reasons are:
You are on the request as a View Only or TRX Admin user, not as the Customer.
Someone else was originally set as the Customer when the request was submitted.
The payment has already been made and there is no remaining balance.
What to do: Contact TRX Support via the chat bubble on any TRX site or email support@trxchange.com. We can verify your role on the request and, if needed, update the Customer assignment so you can access the payment button.
How do I make a payment on my request?
When a payment is required, your request will be in a status of Deposit Required or Balance Due. You'll also receive an email notification directing you to the request.
Log in to the TRX site where you placed your order.
Open your request from your dashboard.
Click the green Make Payment button in the upper-right corner of the request.
Enter your credit card information and click Submit.
Once payment is processed, your request will automatically move to In Production (for a deposit) or Completed (for a final balance). You'll receive a confirmation email.
What payment methods are accepted?
TheRecordXchange accepts credit card payments processed securely through the platform. Most major credit cards are accepted.
In some cases, courts or transcript providers may also accept check payments handled outside the platform. If your request is set to off-platform payment, you'll see a notice on the Payments tab explaining that financial transactions are being managed by the provider directly. Contact the provider or TRX Support for check payment instructions.
I paid a deposit — why is there still a balance due?
A deposit is an estimated payment collected upfront before work begins. The final cost is based on the actual page count of the completed transcript, which may be higher or lower than the estimate.
When the transcript is complete, the provider will update the final page count and finalize the request. If a balance remains after your deposit, your request will move to a Balance Due status and you'll receive an email notification. Log back in and use the Make Payment button to pay the remaining amount.
I overpaid — will I receive a refund?
Yes. If your deposit exceeds the final cost of the transcript, your request will be moved to a Refund Due status. TRX Accounting will process a refund back to your original form of payment. Refund timing may vary depending on your card issuer.
If you believe a refund is owed and haven't received it, contact TRX Support.
I need to cancel my request — can I get a refund?
Refund eligibility depends on whether work has started on your request:
Work has not started — A full refund is generally available.
Work is in progress — A partial refund may be available depending on the amount completed.
Work is complete — Refunds are generally not available once the transcript has been delivered.
To request a cancellation, post a message on the Messages tab of your request. For time-sensitive situations, also contact TRX Support directly via chat or email.
For full details, see: How to Cancel a Request or Request a Refund.
My payment was declined — what should I do?
If your credit card is declined, try the following:
Verify that your card number, expiration date, and billing ZIP code are entered correctly.
Check with your bank to ensure the transaction isn't being blocked.
Try a different credit card if available.
If the issue persists, contact TRX Support and we'll help troubleshoot or explore alternative payment arrangements.
Still have questions?
Reach TRX Support through the chat bubble on any TRX site, or email us at support@trxchange.com. When reaching out, please include your request number so we can look into it quickly.
Keywords: payment, make payment, pay now, deposit, balance due, refund due, credit card, can't pay, payment button missing, customer role, payment not showing