Troubleshooting Payment Transaction Issues

Overview:

• Payment Deducted but NOT Credited Issue:-
• Common Reasons for Fiat Payment Failure:-
  
• Common Reasons for Crypto Payment Delay:-
• 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 or under payment issues or some other reasons.

• 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/Payment Gateway is important* for us in order to be able to track the payment.
• You may find Invoice ID on your dashboard (e.g: /dashboard.php) or add funds page (e.g: /bank.php). Learn more at https://thesmartware.zendesk.com/hc/en-us/articles/115001424391-How-to-Generate-or-Download-Invoices- 

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.