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Payment Issues - Troubleshooting

Overview

If you're encountering issues with your payments, it's important to ensure that everything is set up correctly. Below, we will guide you through common payment issues and provide solutions to help you resolve them quickly.

Common Payment Issues

1. Incorrect Deposit Amount

  • Issue: If you send a payment that is not the exact amount shown on the payment page, the system might not process it correctly.

  • Possible Causes:

    • Sending less than the required amount will result in the payment not being processed.
    • Sending more than the required amount may cause the system to ignore the extra funds, and you may lose that difference.

  • Solution: Always ensure you send the exact amount specified on the payment page. If you accidentally send more or less, please double-check the amount and try again if necessary.

2. Payment Not Showing in Your Account

  • Issue: After completing your payment, your funds are not appearing in your FatProxy account.

  • Possible Causes:

    • Network delays can sometimes cause payments to take longer to be confirmed.
    • There may be issues with the cryptocurrency network or an issue with your transaction.

  • Solution:

  • Wait for a few minutes as network delays may cause a delay in transaction processing.
  • If the payment still isn't reflected after a reasonable time, follow the steps below.

3. Transaction Not Processed / Rejected Payment

  • Issue: Your payment was not processed, and you're unsure of why.

  • Possible Causes:

    • Incorrect payment amount: As mentioned, the system requires you to send the exact amount listed on the payment page.
    • Network congestion: Cryptocurrency networks can sometimes get congested, causing delays or failed payments.
    • Invalid address: Ensure the payment address was copied correctly.
    • Failed confirmation: If the network couldn't confirm your transaction, it may not show in the system.

  • Solution:

  • Double-check the payment amount and ensure it matches the amount shown.
  • Make sure you are sending to the correct wallet address (provided on the payment page).
  • If you're still having issues, proceed to the next step.

How to Resolve Payment Issues

  1. Provide Your Transaction Hash

If your payment hasn't been processed correctly, it's essential to provide the transaction hash (also called the TXID). This is a unique identifier for your transaction on the blockchain.

  • You can obtain the transaction hash from your wallet or exchange after completing the payment.

  • You can also use a blockchain explorer (e.g., Blockchair or Etherscan) to track your payment with the hash.

  • Contact Support

If you've sent the correct amount and are still facing issues, please contact our support team and provide the following: - Transaction Hash (TXID) - The exact amount you sent - The cryptocurrency you used (Bitcoin, Ethereum, etc.) - Date and time of the transaction

Our support team will investigate and help resolve the issue.

Additional Notes

  • Processing Time: Crypto payments may take time to be confirmed due to network conditions. Be patient, and allow some time for the transaction to process.
  • Finality of Transactions: All crypto transactions are final. Once the transaction is confirmed on the blockchain, we cannot reverse or refund it.
  • Payment Gateway Issues: If you are using an external payment gateway, there may be additional delays due to their processing.

Need Further Help?

If your payment issue persists or if you need additional assistance, please reach out to our support team: