If you only made a partial payment or unintentionally made an incomplete payment, then 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 to always check for exchange/gas fees to avoid incomplete payment issues.
To give some examples, here are 2 common scenarios:
Example 1;
The customer initiates a wallet transfer payment for $20. They select USDC on Polygon and proceed to make the payment from their CEX wallet. The customer entered $20 as amount to send and made a successful payment, but the payment does not show as succeeded. After checking the TXN of their payment, they see that they did not send $20 like they entered, but $18.94.
The most common issue is that customers send a wallet transfer payment from their CEX wallet, but forgot to add an extra amount for the exchange and/or gas fees.
Exchanges charge their fees off the full amount you are sending. So this will lead to incomplete payments if you do not add an extra amount on top of the payment amount you need to send.
Example 2;
The customer initiates a wallet transfer payment for $20. They select USDC on Polygon and proceed to make the payment from their CEX wallet. The customer only sends a payment of $10, the payment does not show as succeeded.
In this case, the payment will remain stuck in processing status until the payment has completed with the outstanding amount. This can only be done cost-free during the payment session.
How to solve this
If this issue arises for you, then you can contact support. In most cases, you can still complete the payment and get it to succeed. Kindly note that this is only possible if you complete the payment within 8 hours of initiating the payment.
When sending a payment to complete the outstanding amount, do not initiate a new payment. Just send the exact outstanding amount to the same wallet address as you have sent the first payment to, and only do this if it's 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. Above mentioned recovery fees are also applicable on refunds.
When contacting support with a payment issue, always share the following:
- TXN/txid link
- Payment link