There are a number of reasons why a cryptocurrency payment may not appear on your panel. Some of the most common are:
There was a delay in the blockchain
The amount was sent via an unsupported network
The amount was sent via a wrong network
The wallet details were incorrect or missing
The payment was sent after the order expired
A different amount from the order amount was sent
What information should I obtain?
When you experience a situation like this, we advise you to gather the following information:
The sender's wallet address
The receiver's wallet address
The TX hash of the transaction on the blockchain
The amount and cryptocurrency
The order ID
Names or email of your user
What checks can I do?
We may advise the below checks to identify the situation:
Blockchain search with all the relevant details (confirmation status, network...)
The wallet details (on the blockchain and the order)
Your Bitpace Merchant Panel (if you are integrated and use your own back office)
Should you need further assistance with a specific deposit, please always feel free to contact us at [email protected] with all the gathered information.