> For the complete documentation index, see [llms.txt](https://docs.cryptoix.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.cryptoix.io/troubleshooting.md).

# Troubleshooting

We're here to help you get the most out of Cryptoix. This guide covers common issues and provides solutions to get you back on track quickly.

## Common Issues and Solutions

Here are some frequently encountered problems and how to resolve them:

* **Page Not Loading Correctly:**
  * **Cause:** Temporary internet connectivity issues or browser-related problems.
  * **Solution:**
    1. Check your internet connection and ensure Cryptoix servers are operational.
    2. Try reloading the page.
    3. Clear your browser's cache and cookies.
    4. Try accessing Cryptoix from a different browser or device.
* **Slow Loading Times:**
  * **Cause:** Network congestion, server load, or large data processing.
  * **Solution:**
    1. Ensure your internet connection is stable.
    2. If you are performing a complex operation (like generating a large report), please be patient.
    3. If the slowness persists, contact support.
* **Buttons or Features Not Responding:**
  * **Cause:** JavaScript errors, outdated browser, or script conflicts.
  * **Solution:**
    1. Ensure your browser is up-to-date.
    2. Try disabling browser extensions one by one to see if one is causing a conflict.
    3. Reload the page. If the issue continues, please report it.
* **Wallet Connection Errors:**
  * **Cause:** Issues with your cryptocurrency wallet software or browser extension.
  * **Solution:**
    1. Ensure your wallet is unlocked and running.
    2. Check that your wallet is connected to the correct network (e.g., Ethereum Mainnet, Binance Smart Chain).
    3. Try refreshing your wallet extension or restarting your wallet application.
    4. Ensure you have granted Cryptoix permission to connect to your wallet within the wallet's interface.
* **Incorrect Network Selected:**
  * **Cause:** Your wallet is connected to a different blockchain network than the one required for the transaction.
  * **Solution:**
    1. Verify which cryptocurrency and network Cryptoix is expecting for the payment. This information is usually displayed on the payment screen.
    2. In your cryptocurrency wallet, switch to the correct network before proceeding with the payment.

## Payment Failures

Encountering issues with processing payments can be frustrating. Here’s what to check:

* **Payment Not Confirming:**
  * **Cause:** Blockchain network congestion, incorrect transaction details, or insufficient network fees.
  * **Solution:**
    1. **Check Blockchain Explorer:** Use the transaction ID provided to check the status on a relevant blockchain explorer. This will show if the transaction is pending, confirmed, or failed.
    2. **Verify Transaction Details:** Ensure the recipient address and amount were entered correctly.
    3. **Network Fees:** For some cryptocurrencies, higher network fees can speed up confirmation. If the fee was too low, the transaction might be stuck.
    4. **Wait:** Blockchain transactions can take time to confirm, especially during periods of high network activity.
    5. **Review Dashboard:** Check the transaction details and any associated error messages within your Cryptoix merchant dashboard for specific status updates.
* **"Payment Failed" Error Message:**
  * **Cause:** Insufficient funds in the payer's wallet, an invalid payment method, or a gateway configuration issue.
  * **Solution:**
    1. The error message indicates insufficient funds in the payer's wallet. Advise the customer to check their balance or try another payment method.
    2. If you are the merchant, check your Cryptoix dashboard for any specific error messages related to the transaction.
    3. Ensure your Cryptoix account is properly set up and verified.
    4. If the issue persists, contact Cryptoix support with the transaction details.

## Login Problems

If you're having trouble accessing your Cryptoix account:

* **Incorrect Username or Password:**
  * **Cause:** Typos, caps lock enabled, or forgotten credentials.
  * **Solution:**
    1. Double-check that you are entering the correct email address and password. Ensure Caps Lock is off.
    2. Use the "Forgot Password?" link on the login page to reset your password. You will receive an email with instructions.
    3. If you don't receive the password reset email, check your spam or junk folder.
* **Account Locked:**
  * **Cause:** Too many failed login attempts.
  * **Solution:** Your account may be temporarily locked for security. Please wait a few minutes and try again, or use the "Forgot Password?" option. If the problem persists, contact support.
* **Two-Factor Authentication (2FA) Issues:**
  * **Cause:** Incorrect code, time synchronization issues with your authenticator app, or lost device.
  * **Solution:**
    1. Ensure you are entering the current code from your authenticator app. Codes refresh every 30-60 seconds.
    2. Verify that your phone's time is set to automatically sync with network time. This is crucial for authenticator apps.
    3. If you have lost your 2FA device, please contact support immediately for account recovery options.

## Integration Errors

For businesses integrating Cryptoix with their platforms:

* **API Key Issues:**
  * **Cause:** Invalid, expired, or incorrect API key being used.
  * **Solution:**
    1. Go to your Cryptoix API settings and generate a new API key.
    2. Ensure you are using the correct key for the environment (e.g., test vs. live).
    3. Verify that the API key has the necessary permissions for the action you are trying to perform.
    4. Check that your API key has not been revoked or disabled.
* **Webhook Failures:**
  * **Cause:** Incorrect webhook URL, server firewall blocking requests, or the webhook endpoint not responding correctly.
  * **Solution:**
    1. **Verify URL:** Double-check that the webhook URL configured in your Cryptoix dashboard exactly matches the endpoint on your server.
    2. **Check Server Logs:** Examine your server's logs for any incoming requests from Cryptoix and any errors encountered while processing them.
    3. **Firewall:** Ensure your server's firewall allows incoming POST requests from Cryptoix. If you need to configure firewall rules based on IP addresses, please contact Cryptoix support for the current list of IP addresses or ranges used by our services. Alternatively, if your firewall supports it, consider allowing traffic based on hostname.
    4. **Response:** Your webhook endpoint must return a `200 OK` response quickly to acknowledge receipt. If it takes too long or returns an error, Cryptoix may stop sending webhooks.
    5. **Retry Mechanism:** Cryptoix has a built-in retry mechanism for failed webhooks. Check the webhook logs in your dashboard (usually under Settings > Webhooks or similar) for details on retries and specific error responses.
* **Plugin/Module Not Working:**
  * **Cause:** Incompatibility with your e-commerce platform version, incorrect installation, or configuration errors.
  * **Solution:**
    1. Ensure you are using the latest version of the Cryptoix plugin/module compatible with your platform (e.g., WooCommerce, Magento).
    2. Follow the installation and configuration guide for your specific platform carefully.
    3. Check your platform's error logs for any messages related to the Cryptoix plugin.
    4. If issues persist, try reinstalling the plugin after backing up your settings.
    5. If problems continue, please refer to the "Reporting Unexpected Behavior" section for instructions on how to submit a detailed bug report.

## Reporting Unexpected Behavior

If you encounter a bug or unexpected behavior that isn't covered here, please help us by reporting it effectively. This allows our team to investigate and resolve the issue faster.

**When reporting a bug, please include the following information:**

{% stepper %}
{% step %}

### Clear Description

Explain what happened and what you expected to happen instead.
{% endstep %}

{% step %}

### Steps to Reproduce

Provide a numbered list of exact steps to trigger the issue. The more detailed, the better.

Example:

1. Log in to the merchant dashboard.
2. Navigate to "Invoices".
3. Click "Create New Invoice".
4. Enter customer details and an amount.
5. Click "Save Draft".
6. *Observed behavior:* The page shows an error message "Failed to save invoice."
7. *Expected behavior:* The invoice should be saved as a draft.
   {% endstep %}

{% step %}

### Screenshots or Screen Recordings

Visual aids are extremely helpful. Capture the error message or the behavior you're seeing.
{% endstep %}

{% step %}

### Environment Details

* Your browser and version (e.g., Chrome 115, Firefox 110).
* Your operating system (e.g., Windows 11, macOS Ventura).
* If applicable, the version of the e-commerce platform or plugin you are using.
  {% endstep %}

{% step %}

### Transaction/Invoice IDs

If the issue is related to a specific payment or invoice, please provide its ID.
{% endstep %}

{% step %}

### Error Messages

Copy and paste the exact text of any error messages you see.
{% endstep %}
{% endstepper %}

**How to Report:**

* **Support Ticket:** The best way to report bugs is through our official support channel. You can usually find a "Support" or "Contact Us" link on the Cryptoix website or within your dashboard.
* **Community Forum (if applicable):** If a community forum exists, you may also share your findings there, but for critical bugs, a direct support ticket is preferred.

Thank you for helping us improve Cryptoix!


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