Troubleshooting Payment Transaction Issues

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Written by Luisa Woodfine Updated over a week ago

Overview:

Payment Deducted but NOT Credited Issue:-

This happens very rarely, usually when we don't get server postbacks from our payment gateway partner or under payment issues or some other reasons.

Common Reasons for Fiat Payment Failure:-

If you tried to deposit funds in your USD balance but it was failed / canceled by the payment processor, it might be due to one or more of the following reasons:- 

  • Payment Processor does not support your country or not available in your country.
  • Payment Processor does not support your debit card, credit card.
  • Your debit card, credit card is not enabled for international transaction.
  • The debit card, credit card you has used might be expired.
  • Other miscellaneous reasons such as technical failure.

Common Reasons for Crypto Payment Delay:-

  • Crypto payments are usually not instant.
  • They requires several confirmations on their respective blockchain.
  • Generally, 6 confirmations are required.
  • Once there are enough confirmations, your payment should reflect automatically.

Common Reasons for Crypto Payment Failure:-

If you tired to deposit funds in your USD balance but it was marked under paid or partially paid, it might be due to one or more of the following reasons:- 

  • You might have sent funds from your crypto wallet / exchange without considering the network fee.
  • Make sure to add markup for network fee if your crypto wallet / exchange does not take care of the same for you.
  • Please note that under paid or partially paid invoices are very complicated and hence it may not process automatically.
  • Please not that we can not refund under paid or partially paid invoices because it incur us additional fee (trxn fee + network fee) to process the refund and does not worth. 

How to Resolve Under Paid or Partially Paid Invoice?

  • If you invoice is marked as under paid or partially paid, then you may have to pay the difference to get it processed manually.
  • For example, if you under paid $95 on a $100 crypto invoice, you will have to pay the difference ($5 in this case) via same gateway/invoice.
  • In case the gateway don't accept another payment on same invoice, you may have to raise a fresh crypto invoice (say for $10) and intentionally overpay it by the difference amount ($5 in this case) w.r.t previous invoice i.e total $15 (= $10 + $5) in this scenario.
  • Make sure to reach out to support to get your under paid or partially paid invoices processed manually.

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