Overview:

1. Payment Deducted but NOT Credited Issue:- **
2. Common Reasons for Fiat Payment Failure:- **
3. Common Reasons for Crypto Payment Delay:-
4. Common Reasons for Crypto Payment Failure:-

1. Payment Deducted but NOT Credited Issue:-

This happens very rarely, usually when we don't get server postbacks from our payment gateway partner or underpayment 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-

2. 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 is not available in your country.
• Payment Processor does not support your debit card or credit card.
• Your debit card, credit card is not enabled for international transaction.
• The debit card or credit card you have used might be expired.
• Other miscellaneous reasons such as technical failure.

3. Common Reasons for Crypto Payment Delay:-

• Crypto payments are usually not instant.
• They require several confirmations on their respective blockchain.
• Generally, 6 confirmations are required.
• Once there are enough confirmations, your payment should reflect automatically.

4. Common Reasons for Crypto Payment Failure:-

If you tried to deposit funds in your USD balance but it was marked underpaid 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 underpaid or partially paid invoices are very complicated and hence may not process automatically.
• Please note that we can not refund underpaid or partially paid invoices because it incurs 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 your invoice is marked as underpaid or partially paid, then you may have to pay the difference to get it processed manually.
• For example, if you underpaid $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 doesn'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 of $15 (= $10 + $5) in this scenario.
• Make sure to reach out to support to get your underpaid or partially paid invoices processed manually.

Updated on: 30/11/2024