{"section":"known-issues","requestedLocale":"en","requestedSlug":"transaction-stuck-in-cancelling-although-the-payment-provider-confirmed-the-cancellation","locale":"en","slug":"transaction-stuck-in-cancelling-although-the-payment-provider-confirmed-the-cancellation","path":"docs/en/known-issues/Payments/transaction-stuck-in-cancelling-although-the-payment-provider-confirmed-the-cancellation.md","branch":"main","content":"## Summary\n\nThe transaction stays in `Cancelling` indefinitely, even though the payment provider confirmed the cancellation, and the store receives repeated e-mails with the subject `gateway-cancelamento-manual-requerido` asking for a manual cancellation. The transaction interactions show `Could not cancel payment` after the successful cancellation response. It mostly affects native split transactions cancelled after an antifraud rejection.\n\n## Simulation\n\nIt is not possible to simulate.\n\n## Workaround\n\nOpen a ticket to PS Payments with the affected transaction IDs. The `gateway-cancelamento-manual-requerido` e-mails can be ignored for transactions in which the payment provider confirmed the cancellation. If the provider did not confirm it, cancel the authorization directly with the provider before opening the ticket."}