Missing deposits

Problem

• The payer sent me funds, but I didn't receive the payment.

• I can't find the incoming transaction in the external systems.

Possible reasons

These issues may occur due to:

• The transaction still being processed on the blockchain.

• Wrong deposit address.

• Missing callback details.

Solution

Here are several ways that can help you verify the transaction.

1

Check for transfers

Go to the Wallet management > Transfers page and filter transfers by TXID. Double check the TXID was accurately obtained or provided.

• If the transfer is found and assigned the Confirmed status, it means that it has been successfully processed and credited to your wallet.

• If the transfer is found but assigned the Unconfirmed status, it means that the transaction hasn't yet received enough block confirmations on the blockchain, please wait. Once the required number of confirmation blocks received, the transfer status in B2BINPAY will change to Confirmed, and the deposit amount will be credited to your wallet.

The confirmation time may vary based on the blockchain used, fees paid, and network load. Use block explorers to check if the transaction has received enough confirmations on the blockchain. You can find the required number of block confirmations for different currencies here.

If the transaction is confirmed on the blockchain, but in B2BINPAY the transfer remains unconfirmed for an extended period, there might be a technical issue. Contact the Support Team for further assistance: provide the TXID and transfer ID.

2

Check the deposit address

If no transfer is found, verify if the deposit address is associated with the system. Go to the Wallet management > Deposits page and filter deposits by the address.

• If the deposit is located but no transfers were credited, contact the Support Team for further assistance. Provide the TXID, address, and deposit ID.

• If no deposit is located, it indicates that the address is not within the system, and such deposits can't be credited.

3

Check for callback issues

Even if the transfer is found and confirmed in B2BINPAY, it still can be missing in the external systems due to callback issues.

1. Go to the Wallet management > Deposits page, find the required deposit and click its ID to access the details. In the Advanced options on the Settings tab, verify that the Tracking ID and Callback URL are correctly specified. Adjust them if needed. Missing these details can cause callback issues, leading to unrecorded transactions in the external system.

2. Ensure the server handling callbacks is correctly configured and functioning.

3. Go to the Wallet management > Callbacks page, locate the corresponding callback, and click the Resend button.

• Unsupported blockchains: Transactions can only be credited if the blockchain is supported by the system. Transactions on unsupported networks can't be recovered.

• Unsupported tokens: Funds can be reversed, contact the Support Team for further assistance.

See also:

• Transfers
• Deposits
• Callbacks