> 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-1.md). # Troubleshooting ### Payment Not Detected **Symptom:** You've sent cryptocurrency, but your Cryptoix account or the customer's order status hasn't updated to show the payment as received. **Likely Causes:** * **Blockchain Network Congestion:** Transactions on cryptocurrency networks can sometimes take longer than expected to be confirmed due to high network traffic. * **Incorrect Payment Details:** The customer may have sent the funds to the wrong address or used the wrong network (e.g., sending USDT on the ERC20 network when the invoice specified TRC20). * **Low Transaction Fee:** If the customer used a very low transaction fee, the network might prioritize other transactions, delaying yours. * **System Sync Delay:** Occasionally, there might be a slight delay in our system processing the blockchain confirmation. **Recommended Actions:** 1. **Wait a Bit Longer:** For most cryptocurrencies, a few minutes to an hour is typical. For some, especially during peak times, it can take several hours. 2. **Verify Transaction Details:** * Ask the customer for the transaction ID (TxID) or hash. * Use a blockchain explorer (like Etherscan for Ethereum, Blockchain.com for Bitcoin, etc.) to look up the TxID. * Confirm the amount, the sending address, the receiving address, and the network used match the details provided by Cryptoix. 3. **Check Your Cryptoix Dashboard:** Refresh your transaction list or order status page. 4. **If Still Not Detected After Several Hours:** If the transaction appears confirmed on the blockchain explorer but still isn't reflected in your Cryptoix account after a significant delay (e.g., 24 hours), please contact support with the transaction ID and details. ### Payment Expired **Symptom:** A payment invoice or order has been marked as expired. **Likely Causes:** * **Time Limit Reached:** Cryptoix invoices have a limited window during which payment must be initiated and confirmed. This is to account for fluctuating cryptocurrency prices. * **System Expiration:** If the payment wasn't confirmed before the expiry time set by the system. **Recommended Actions:** 1. **Do Not Pay Expired Invoices:** Advise your customers not to send funds to an expired payment address. 2. **For Customers:** If a customer missed the payment window, they will need to create a new order or invoice to get a fresh payment address and amount. 3. **For Merchants:** If you need to process a payment that has expired, please generate a new invoice or payment request through your Cryptoix dashboard. 4. **Funds Sent After Expiry:** If funds were sent to an expired address, please generate a new invoice for the customer. If the funds have already been sent, contact support with the transaction ID (TxID), amount, network, and the original invoice/order ID for review. ### Customer Sent the Wrong Amount **Symptom:** A customer sent cryptocurrency, but the amount doesn't exactly match the invoice total. **Likely Causes:** * **Mistyped Amount:** The customer may have entered the wrong amount manually. * **Network Fees:** The customer might have included or excluded network transaction fees in their sent amount, leading to a discrepancy. * **Stale/Expired Invoice:** The customer may have paid an invoice after it had expired, and the price may have changed. * **Partial Payment:** The customer may have only sent a portion of the required amount. **Recommended Actions:** 1. **Check Invoice Status:** Review the status of the invoice or order in your Cryptoix dashboard. It might indicate an overpayment, underpayment, or be marked as expired. 2. **Contact Customer:** Reach out to the customer to clarify the amount sent and the expected amount. 3. **For Underpayments:** If the customer sent less than required, they may need to send the remaining balance. Advise them to create a new payment or invoice if the original has expired or cannot accept partial payments. 4. **For Overpayments:** If the customer sent slightly more than the required amount, check the transaction status in your dashboard. For significant overpayments or any balance discrepancy, please contact support with the transaction details (TxID, amount sent, amount expected, invoice ID) and the customer's details. ### Withdrawal or Payout is Pending **Symptom:** You have initiated a withdrawal or a batch payout, but it has not yet been completed. **Likely Causes:** * **Blockchain Network Delays:** Similar to payment detection, cryptocurrency withdrawals rely on blockchain networks, which can experience delays. * **Security Reviews:** Larger or unusual withdrawal amounts may be subject to additional manual security or compliance checks. * **KYC/Verification Status:** Your account may require further verification (KYC) before withdrawals can be processed. * **Insufficient Funds:** The available balance might be less than the withdrawal amount plus network fees. * **System Processing Queues:** Withdrawals are processed in batches or queues, and there might be a backlog. **Recommended Actions:** 1. **Check Withdrawal Status:** Review the status of your withdrawal or payout in your Cryptoix dashboard. It might show as "Pending," "Processing," or "Awaiting Confirmation." 2. **Verify Your Account:** Ensure your account has completed all necessary KYC verification steps. You can check this in your account settings. 3. **Review Balance:** Confirm you have sufficient available balance, including estimated network fees. 4. **Wait for Network Confirmation:** For blockchain-based withdrawals, allow ample time for network confirmations. 5. **Contact Support:** If a withdrawal remains pending for an extended period (e.g., more than 24-48 hours) without clear network confirmation or status updates, please contact support with your withdrawal ID. **For issues involving actual money movement or compliance, please escalate to our dedicated support channel.** ### Refund Cannot Be Created **Symptom:** You are trying to issue a refund for a transaction, but the option is unavailable or results in an error. **Likely Causes:** * **Transaction Not Settled:** The original transaction may not have fully settled in your Cryptoix account yet. * **Insufficient Funds:** You may not have enough available balance in the relevant currency to cover the refund amount. * **Refund Feature Unavailable:** The refund functionality may not be enabled for your account or instance. * **KYC/Compliance Holds:** Your account might be under review, or there could be compliance holds preventing refunds. * **Technical Issues:** Temporary glitches with the refund system. **Recommended Actions:** 1. **Check Transaction Status:** Ensure the original transaction is fully confirmed and settled in your Cryptoix dashboard. 2. **Verify Available Balance:** Make sure you have sufficient funds in the correct currency to process the refund. 3. **Check Refund Availability:** Verify if the refund feature is available for your account or instance. If unsure, please contact the platform administrator or support team. 4. **Contact Support:** If you believe the refund should be possible but are encountering errors, please contact support with the transaction details and any error messages you receive. **For issues involving financial transactions and compliance, please use our secure support channels for immediate assistance.** ### Plugin Checkout Is Not Working **Symptom:** Customers are unable to complete purchases using the Cryptoix payment gateway plugin on your e-commerce store (e.g., WooCommerce, Magento, Shopify). **Likely Causes:** * **Incorrect Plugin Configuration:** API keys, webhook URLs, or other settings within the plugin might be entered incorrectly. * **Outdated Plugin Version:** You might be using an older version of the Cryptoix plugin that is no longer compatible. * **Conflicting Plugins:** Other plugins on your e-commerce site could be interfering with the Cryptoix plugin. * **Cryptoix Account Issues:** Your Cryptoix account might be inactive, lack necessary API access, or have other configuration problems. * **Network Connectivity:** Your website might not be able to communicate with your configured Cryptoix instance. **Recommended Actions:** 1. **Verify Plugin Settings:** * Log in to your e-commerce store's admin panel. * Navigate to the Cryptoix payment gateway settings. * Double-check that your API key and any other required credentials are entered exactly as provided in your Cryptoix dashboard. Ensure there are no extra spaces or typos. * Confirm the correct payment methods and currencies are enabled. 2. **Update the Plugin:** Check for and install the latest version of the Cryptoix plugin for your e-commerce platform. 3. **Check Cryptoix Dashboard:** Ensure your API keys are active and that your Cryptoix account is in good standing. 4. **Test with Default Settings:** Temporarily disable other recently installed or updated plugins to see if the conflict is resolved. 5. **Review Webhook Configuration:** Ensure the webhook URL in your Cryptoix account matches the one configured in the plugin and that your website can receive incoming requests. 6. **Consult Plugin Documentation:** Refer to the specific installation and troubleshooting guide for the Cryptoix plugin you are using. 7. **Contact Support:** If the issue persists, contact Cryptoix support with details about your e-commerce platform, the plugin version, and any error messages observed. ### Webhook Delivery Failed **Symptom:** You are not receiving notifications (webhooks) from Cryptoix for events like payments, withdrawals, or refunds. **Likely Causes:** * **Incorrect Webhook URL:** The URL configured in your Cryptoix account or your application is incorrect. * **Endpoint Unreachable:** Your server or the specified webhook endpoint is down, inaccessible, or blocking requests from Cryptoix. * **Firewall Restrictions:** A firewall on your server is preventing incoming connections from Cryptoix. * **Application Errors:** Your webhook handler script has errors that cause it to fail when processing the incoming data. * **SSL/TLS Issues:** If using HTTPS, an invalid or expired SSL certificate on your server can cause delivery failures. * **Rate Limiting:** Your server might be rate-limiting incoming requests, causing Cryptoix to be blocked. **Recommended Actions:** 1. **Verify Webhook URL:** * Go to your Cryptoix dashboard's webhook settings. * Ensure the URL is correct, including `http://` or `https://`, and that it points to a publicly accessible endpoint on your server. 2. **Check Endpoint Accessibility:** * Confirm that your website or application administrator has ensured the webhook endpoint is publicly reachable and not blocked by any security measures. 3. **Review Webhook Delivery History:** Check the webhook delivery history and status in your Cryptoix dashboard for specific error messages or status codes related to the failed deliveries. 4. **Test Webhook Handler:** Ask your website or platform administrator to test the webhook endpoint to ensure it correctly receives and processes incoming requests. 5. **Check Firewall and Security Settings:** Ensure your server's firewall and any security software are configured to allow incoming traffic on the port used by your webhook URL (usually 80 for HTTP, 443 for HTTPS). 6. **Retry Failed Webhooks:** If available in the Cryptoix dashboard, use the option to retry failed webhook deliveries after addressing the underlying cause. 7. **Contact Support:** If you've exhausted these steps, contact support with your webhook URL and details about the events you're expecting. ### Login or KYC Issues **Symptom:** You are unable to log in to your Cryptoix account or complete the Know Your Customer (KYC) verification process. **Likely Causes:** * **Incorrect Credentials:** Typos in your email address or password. * **Account Locked:** Too many failed login attempts can temporarily lock your account. * **Browser Cache/Cookies:** Stale browser data can interfere with login. * **KYC Document Issues:** Submitted documents may be unclear, expired, or not in the required format. * **Verification System Errors:** Temporary issues with the KYC provider or our internal verification system. * **Account Restrictions:** Your account may have specific restrictions preventing login or KYC completion due to security or compliance reasons. **Recommended Actions:** 1. **Password Reset:** Use the "Forgot Password" link on the login page to reset your password. 2. **Clear Browser Cache and Cookies:** Try logging in again after clearing your browser's cache and cookies. Use an incognito/private browsing window for a quick test. 3. **For Login Lockouts:** If you suspect your account is locked, wait and try again later, or contact support if the lock persists. 4. **For KYC Issues:** * **Review Requirements:** Carefully read the instructions for submitting KYC documents. Ensure your ID is valid, clear, and fully visible. * **Resubmit Documents:** If your submission was rejected, try resubmitting with higher quality scans or photos. * **Check Email Notifications:** Look for emails from Cryptoix or our KYC provider explaining the reason for rejection. 5. **Contact Support:** If you continue to experience login problems or have questions about your KYC status after following the above steps, please contact support. **For issues related to account access or identity verification, please use our secure support channels for prompt assistance.** ### When to Contact Support You should contact Cryptoix support if: * You have followed the troubleshooting steps for your issue and are still unable to resolve it. * You encounter an error message that you do not understand. * There are discrepancies in financial transactions, balances, or payouts. * You suspect a security issue with your account. * You need assistance with account management, compliance, or sensitive financial matters. **When contacting support, please provide as much detail as possible, including:** * Your account email address or Merchant ID. * A clear description of the problem. * Any relevant transaction IDs, invoice numbers, or order IDs. * Screenshots of the issue or error messages. * The steps you have already taken to try and resolve the problem. **For urgent financial or compliance-related issues, please use our dedicated support channels as communicated to you upon account setup or via your dashboard.** --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.cryptoix.io/troubleshooting-1.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.