Overview
When using cryptocurrency for payments, you may experience issues such as:
❌ Delays in processing
❌ Underpayments or overpayments
❌ Failed subscription renewals
❌ Loss of proxy IPs after payment failure
This comprehensive guide explains common payment issues and provides step-by-step solutions to resolve them.
Understanding Common Payment Issues
1️⃣ Delayed Cryptocurrency Payments
Even when Cryptomus confirms your payment with sufficient blockchain confirmations, our payment processor may require additional time to register the transaction.
📌 Resolution:
✔ Payments typically process within 1-6 hours.
✔ No action is needed unless payment remains unprocessed beyond 6 hours.
2️⃣ Underpaid Invoices
Cryptocurrency transactions require network fees to be processed.
📢 Issue: If you send exactly the requested amount without covering network fees, the recipient receives less than expected, causing an "underpaid" status.
📌 Resolution:
✔ Our system will not automatically credit your account for underpaid invoices.
✔ Contact customer support with your transaction details for manual adjustment.
3️⃣ Overpayments
If you pay more than the required amount (e.g., sending $15 when only $10 was due), the excess amount requires manual adjustment.
📌 Resolution:
✔ Contact support with your transaction ID for manual correction.
✔ Overpayments can be credited to your account balance or refunded (per refund policy).
4️⃣ Failed Subscription Renewals
Sometimes, subscription renewals fail due to processing delays, leading to charges without service activation.
📌 Resolution:
✔ Verify your subscription status in your dashboard.
✔ Contact support if you’ve been charged but lost access.
✔ Choose between:
Refund to original payment method (5-10 business days).
Immediate credit to your account for a new purchase.
5️⃣ Lost Proxy IPs After Payment Failure
📢 Issue: If a subscription payment fails, IP proxies are returned to inventory and may be reassigned to other customers.
📌 Resolution:
✔ Contact support immediately with your invoice ID and proxy details.
✔ If available, the team may reassign your original IPs with a new payment.
✔ IP recovery is not guaranteed if reassigned to another user.
Resolution Steps for Payment Issues
1️⃣ For Delayed Cryptocurrency Payments
✅ Step 1: Check Cryptomus for payment confirmation.
✅ Step 2: Ensure there are 3-6 blockchain confirmations.
✅ Step 3: Wait up to 6 hours for system processing.
✅ Step 4: If still unprocessed, contact support with:
Invoice number
Transaction ID (TXID)
Screenshot of Cryptomus confirmation
2️⃣ For Underpaid Cryptocurrency Deposits
✅ Step 1: Locate your TXID from your crypto wallet.
✅ Step 2: Contact support with your transaction details.
✅ Step 3: Our billing team will manually verify the transaction.
✅ Step 4: Once confirmed, your account will be credited.
📌 Verification usually takes 5-10 minutes.
3️⃣ For Overpayments
✅ Step 1: Contact support with your transaction ID.
✅ Step 2: Our team will verify and calculate the excess amount.
✅ Step 3: Choose between:
Adding the extra amount to your account balance.
Requesting a refund (per refund policy).
4️⃣ For Failed Subscription Renewals
✅ Step 1: Check your dashboard for subscription status.
✅ Step 2: Verify if the invoice shows "Failed" or "Successful".
✅ Step 3: Contact support with your invoice ID.
✅ Step 4: Choose between:
Refund to original payment method (5-10 business days).
Immediate credit to purchase a new subscription.
📌 If using account credit, purchase a new proxy subscription to restore service.
5️⃣ For Recovering Lost IP Proxies
✅ Step 1: Contact support with your invoice ID.
✅ Step 2: Provide the specific IPs you were using.
✅ Step 3: Our team will check for availability.
✅ Step 4: If available, proxies can be reassigned with a new payment.
📢 Note: Recovery is not guaranteed if IPs are reassigned.
Preventing Future Payment Issues
For Cryptocurrency Payments
✔ Always include transaction fees – Add the network fee on top of the deposit amount.
✔ Use "Send Exact Amount" option – Some wallets offer this feature to avoid underpayments.
✔ Round up slightly – Sending slightly more ensures coverage of network fees.
✔ Verify transaction values before confirming payments.
For Subscription Renewals
📌 Enable Auto-Renewal:
1️⃣ Log in to your account dashboard.
2️⃣ Navigate to "Billing & Subscriptions".
3️⃣ Find your proxy subscription.
4️⃣ Look for the "Auto-Renew" toggle.
5️⃣ Enable auto-renewal and verify payment method.
📌 Other Tips:
✔ Set calendar reminders for renewal dates.
✔ Keep payment methods updated to avoid failed transactions.
✔ Maintain sufficient account balance before renewal dates.
For Credit/Debit Card Payments
✔ Verify card details – Ensure number, expiration date, and CVV are correct.
✔ Check billing address – Must match the card issuer’s records.
✔ Contact your bank if payments are declined to authorize the transaction.
✔ Use alternative payment methods if card issues persist.
Troubleshooting Tips
🔍 Check your email – Payment confirmations are sent to your registered email.
🔍 Refresh your account page – Ensure your dashboard is up to date.
🔍 Verify with a blockchain explorer – Track your transaction confirmations.
🔍 Monitor multiple subscriptions – Avoid confusion over renewal status.
Available Payment Methods
📌 We currently accept:
✔ Credit/Debit Cards (Visa, Mastercard, Amex, Discover)
✔ Bank Transfers
✔ Cryptocurrencies
✔ iDeal (via Stripe, for Netherlands customers)
✔ PayPal