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
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
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)
Should you need further assistance with a specific deposit, please always feel free to contact us at [email protected] with all the gathered information.