Troubleshooting Payment Transaction Issues
Overview:
Payment Deducted but NOT Credited Issue:-
Common Reasons for Fiat Payment Failure:-
Common Reasons for Crypto Payment Failure:-
This happens very rarely, usually when we don't get server postbacks from our payment gateway partner.
Kindly reach out to support with following information and finance department should do the needful:-
- Invoice ID :
- Invoice Amount :
- Invoice Payment Gateway :
Please note that Invoice ID is important for us in order to be able to track the payment.
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.
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.
Payment Deducted but NOT Credited Issue:-
Common Reasons for Fiat Payment Failure:-
Common Reasons for Crypto Payment Failure:-
Payment Deducted but NOT Credited Issue:-
This happens very rarely, usually when we don't get server postbacks from our payment gateway partner.
Kindly reach out to support with following information and finance department should do the needful:-
- Invoice ID :
- Invoice Amount :
- Invoice Payment Gateway :
Please note that Invoice ID is important for us in order to be able to track the payment.
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 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.
Updated on: 10/08/2022
Thank you!