Troubleshoot missing payments, expiry and callbacks

Step-by-step guide

Follow these steps in your own dashboard. Select an image to enlarge it.

1. 1

   Find the order in Payins and check its asset, network, amount, address and transaction hash. First establish whether the matching on-chain transaction exists.

   

2. 2

   For Detected or Confirming, check confirmation progress. An expired order does not by itself mean funds are lost; check the actual destination and transaction time.

3. 3

   If the transaction meets recovery requirements, use the order's Supplement entry, provide the transaction hash and complete verification. Do not link the same transaction repeatedly or use someone else's transaction.

4. 4

   If the order is complete but your business has not updated, check the callback configuration and response. If needed, contact online support with the relevant order details, hiding keys and verification codes.