Crypto payment sent but not detected: the checklist

Four causes cover almost every case: confirmations still running, wrong network, wrong amount, a transfer that never broadcast. How to tell them apart, and what to send support.

The direct answer: an order that still shows unpaid while your wallet shows sent is almost always one of four things, and you can separate them without asking anyone. Check confirmations first, then the network, then the amount, then whether the transfer was broadcast at all. If all four look correct and the order still sits unpaid, message support with the transaction hash and the order number.

One: it is still confirming

Chains need confirmations before a transfer is final, and the invoice watches the chain rather than your intent. This is the boring case and the most common one, and it resolves by itself. On a busy network, or on a first transfer to a new address, give it real time before opening a ticket.

Two: the network does not match

One invoice watches one network. USDT exists across several chains, and an address that looks plausible on one is meaningless on another. A transfer that arrives on a chain the invoice did not display is a payment that exists and cannot be credited automatically. Recovering it means manual work on somebody else's network, which takes time and is not always possible.

Check this in a block explorer before anything else: paste the hash, note which chain the explorer is reading, and compare it with what the checkout displayed. That one comparison settles the question.

Three: the amount is short

The invoice figure has to arrive in full, and the usual way of getting it wrong is subtracting the network fee from the principal instead of paying the fee on top. One cent short produces a transfer that is real, visible and unmatched. A short amount normally ends as a short conversation plus one more transfer for the difference. The network fee falls on the sender, unless the failure is ours, in which case we carry it.

Sending too much is its own case: the order still does not match, since it looks for one exact figure. Say so with the hash and the excess is dealt with alongside the order.

Four: nothing left your wallet

An unsigned transaction, a send that failed, an error message in the wallet you did not read. If the hash does not appear in an explorer, no payment happened and there is nothing for anyone to match. Worth confirming before assuming the worst about the merchant.

What to send support

• The order number, which is how the order is located at all.
• The transaction hash, copied rather than retyped, and not photographed.
• The sending address and the network you believe you used.
• A screenshot of the checkout, showing the network and amount that were displayed to you.

Support is the Telegram chat, in English or Chinese. There is no ticket system and no email, because nothing leaves this shop by mail. If a message reaches your inbox claiming to be us and asking for a seed phrase or a password, it is not us.

Wrong chain and wrong amount are handled case by case and sit outside the standard refund policy, which prorates an undelivered order rather than promising to fish funds off another network. Where a refund is owed, it goes back on-chain to the address you paid from, usually confirmed within 12 hours.

The rules are on the refund page. To avoid the situation entirely, read how to pay with USDT before you sign anything, and what happens after you order for what each order state actually means. If your order came from a specific market, the United States page and the Germany page list the networks most used there.

Common questions

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