Troubleshooting

This guide helps you resolve common issues that may arise when using Cryptrac for cryptocurrency payment processing.

Payment Not Detected

If a customer reports they sent payment but it's not showing in your dashboard, follow these troubleshooting steps.

Possible Causes

1. Transaction Not Yet Broadcast

   • Customer may not have completed the transaction in their wallet
   • Transaction may still be pending in their wallet

2. Wrong Wallet Address

   • Customer may have entered an incorrect address
   • Payment may have been sent to a different wallet

3. Wrong Cryptocurrency or Network

   • Customer may have sent a different cryptocurrency than intended
   • Payment sent on wrong blockchain network (e.g., ERC-20 vs TRC-20 USDT)

4. Blockchain Delay

   • Transaction is in the mempool waiting for confirmation
   • Network congestion is causing delays

Resolution Steps

Step 1: Verify Transaction Was Sent

• Ask customer to check their wallet for the outgoing transaction
• Request the transaction ID (TxID) from the customer
• Confirm the transaction shows as "sent" or "pending" in their wallet

Step 2: Verify Wallet Address

• Compare the address the customer sent to with your configured wallet address
• Check that the address matches exactly (even one character difference matters)

Step 3: Check the Blockchain Use a blockchain explorer to verify the transaction:

• Bitcoin: blockchain.com, blockchair.com
• Ethereum: etherscan.io
• Solana: solscan.io
• TRON: tronscan.org

Enter the transaction ID or wallet address to see transaction status.

Step 4: Verify Correct Cryptocurrency

• Confirm customer sent the correct cryptocurrency
• Check they used the correct blockchain network
• Verify token contract address for tokens on multiple networks

Step 5: Wait for Confirmations If the transaction is on the blockchain:

• Bitcoin: Wait for at least 1 confirmation (10-60 minutes)
• Ethereum: Wait for 12-35 confirmations (3-7 minutes)
• Other chains: Refer to specific blockchain confirmation times

Step 6: Contact Support If the issue persists after verification, contact Cryptrac support with:

• Transaction ID
• Expected wallet address
• Cryptocurrency used
• Timestamp of payment

Transaction Confirmation Delays

Cryptocurrency transactions sometimes take longer than expected to confirm.

Understanding Confirmation Delays

Network Congestion

• High transaction volume on the blockchain
• Increased wait times for all users
• More common during market volatility

Low Transaction Fee

• Customer set gas fee too low
• Miners/validators prioritize higher-fee transactions
• Transaction may be stuck in mempool

Blockchain-Specific Issues

• Network upgrades or maintenance
• Temporary technical issues
• Unusual network activity

What You Can Do

For Customers:

• Inform them that blockchain delays are outside your control
• Provide transaction ID so they can track progress
• Suggest checking blockchain explorer for real-time status
• Explain typical confirmation times for the cryptocurrency used

For Merchants:

• Monitor transaction on blockchain explorer
• Be patient - most transactions eventually confirm
• Don't deliver goods/services until confirmation
• Consider minimum confirmation requirements based on transaction value

If Transaction Is Stuck:

• Some wallets allow transaction acceleration
• Customer may be able to increase gas fee
• Wait 24-48 hours - many stuck transactions eventually clear
• Contact support if transaction is pending for extended periods

Account Access Issues

Having trouble accessing your Cryptrac merchant account? Here are common solutions.

Forgot Password

Resolution:

1. Click "Forgot Password" on the login page
2. Enter your registered email address
3. Check your email for password reset link
4. Click the link and create a new password
5. Use new password to log in

If you don't receive the email:

• Check your spam/junk folder
• Verify you're using the correct email address
• Wait 5-10 minutes and try again
• Contact support if still not received

Two-Factor Authentication Issues

Lost Access to 2FA Device:

1. Contact Cryptrac support immediately
2. Provide account verification information
3. Support will help you regain access
4. Set up 2FA on a new device

2FA Code Not Working:

• Ensure your device time is synchronized correctly
• Try the next code (codes expire every 30 seconds)
• Verify you're using the correct 2FA app
• Use backup codes if available

Account Locked

If your account has been locked:

• Usually due to multiple failed login attempts
• Wait 15-30 minutes and try again
• Use password reset if you're unsure of your password
• Contact support if account remains locked

Email Not Verified

If you can't access certain features:

1. Check if your email is verified
2. Look for verification email in your inbox
3. Request a new verification email from account settings
4. Click the verification link

Payment Link Issues

Payment Link Not Working

Customer Can't Access Link:

• Verify link was copied completely
• Check if link has been deactivated
• Try opening in a different browser
• Clear browser cache and cookies

Wrong Information Displayed:

• Check payment link configuration in dashboard
• Verify cryptocurrency settings
• Update link if information changed

Customer Confusion

Customer Unsure How to Pay:

• Direct them to the Customer Payment Guide
• Provide step-by-step instructions
• Offer to assist via phone or chat support

Wallet Configuration Issues

Can't Add Wallet Address

Error When Saving Address:

• Verify address format is correct for the cryptocurrency
• Remove any extra spaces or characters
• Ensure address is valid using blockchain explorer
• Try a different browser if issues persist

Address Not Accepting Payments:

• Verify address is active and accessible
• Check you have control of the wallet
• Test with a small amount first
• Confirm address wasn't accidentally changed

Dashboard Issues

Dashboard Not Loading

Resolution:

• Refresh your browser
• Clear browser cache and cookies
• Try a different browser
• Check your internet connection
• Verify Cryptrac service status

Missing Transactions

If transactions aren't appearing:

• Wait a few minutes and refresh
• Check blockchain explorer to confirm transaction exists
• Verify transaction was sent to correct address
• Review date range filters in dashboard
• Contact support with transaction details

Analytics Not Updating

• Analytics may have a brief delay
• Refresh the page
• Check your date range selection
• Ensure you're viewing the correct time period

Mobile App Issues

Mobile Dashboard Problems

• Update to latest browser version
• Enable JavaScript in browser settings
• Try desktop version if mobile has issues
• Clear mobile browser cache

Getting Additional Help

If you've tried these troubleshooting steps and still need assistance:

Information to Provide Support

When contacting support, include:

• Clear description of the issue
• Account email address
• Transaction IDs (if applicable)
• Screenshots of any error messages
• Steps you've already tried
• Browser and device information

Blockchain Explorer Usage

Learn to use blockchain explorers to verify transactions independently:

1. Copy transaction ID or wallet address
2. Visit appropriate blockchain explorer
3. Paste ID/address into search
4. Review transaction status and confirmations
5. Share findings with support if needed

Escalation Process

For urgent issues:

1. Use phone support during business hours
2. Mark email as "Urgent" when appropriate
3. Provide complete information in first contact
4. Follow up if no response within stated timeframe

Prevention Tips

Avoid common issues by:

• Double-checking all wallet addresses
• Testing with small amounts first
• Keeping wallet software updated
• Using reputable wallet applications
• Maintaining clear customer communication
• Regularly monitoring your dashboard
• Staying informed about cryptocurrency network conditions