If you only made a partial payment or unintentionally made an incomplete payment, the payment will be stuck in processing status. You can still complete the payment within the payment session, which closes 8 hours after initiating the payment.
We recommend only sending complete payments the first time, and always checking for exchange/gas fees to avoid incomplete payment issues.
Common scenarios
Example 1 — Exchange fees deducted from the amount sent: The customer initiates a wallet transfer for $20 (USDC on Polygon) from their CEX wallet. They entered $20 as the amount to send, but the payment does not show as successful. After checking the TXN, they see only $18.94 was sent. The most common issue is that customers forget to add an extra amount to cover the exchange and/or gas fees on their side — exchanges charge their fees off the full amount you are sending.
Example 2 — Only part of the amount sent: The customer initiates a wallet transfer for $20 (USDC on Polygon) but only sends $10. The payment will remain stuck in processing status until the outstanding amount is completed. This can only be done cost-free during the payment session.
How to solve this
Do not initiate a new payment.
Send the exact outstanding amount (as reflected in the checkout window) to the same wallet address as your first payment.
Only do this if you are within the 8-hour payment session.
Sending another payment after the payment session has expired will require our team to recover the funds. For this, we charge a non-negotiable recovery fee of 1% (with a minimum of $15) per recovery.
If you do not complete the payment at all, you are eligible for a refund. The above-mentioned recovery fees are also applicable on refunds.
What to send support
TXN/TXID link
Payment ID
Once we receive these details, we will verify the payment status and tell you exactly what to do next.