Why a transaction may be temporarily paused and what happens next
Dear Users,
Here is how transactions in the CityPay crypto-wallet in the Paynet app are checked, and what happens when a check takes longer than usual.
Every transaction in our service, whether sending or receiving crypto-assets, goes through automated security and compliance checks. If no risks or inconsistencies are found during the check, the transaction is approved automatically.
When an additional check is needed
In some cases, a transaction may be temporarily paused for an additional check. Depending on the result, one of the following decisions is made.
When receiving crypto-assets:
If the check is completed successfully, the funds are credited to your balance.
If the transaction is rejected as a result of the check, the funds are returned to the sender's wallet address shown in the transaction hash (TXID) on the blockchain.
When sending crypto assets:
If the check is completed successfully, the funds reach the recipient.
If risks are identified during the check, the funds are returned to the balance of your crypto wallet.
How long it takes
During working hours (weekdays, 10:00 to 18:00), the check takes up to 1 hour. Outside working hours, it can take up to 12 hours. If your transaction is being checked for longer than that, please contact technical support: your case may require an additional check, which can take up to 24 hours.
If a transfer could not be completed
Contact CityPay support to clarify the reason and the next steps. Do not repeat the transfer to a different address in order to bypass an established restriction.
Thank you for your understanding and patience.
