Common payment problems and how to solve them

The customer paid less than the amount

The invoice becomes underpaid and the received part is added to your balance. Ask the customer to pay the difference with a new invoice, or deliver part of the order.

The customer paid after the invoice expired

The payment is marked late and put on hold for a check. Contact support if you want it released.

The customer used the wrong coin or network

Every payment page shows the exact coin and network. Funds sent on another network may be lost. Contact support with the transaction hash and we will check what can be done.

The webhook does not arrive

• Make sure the URL uses https and is reachable from the internet.
• Your server must answer with status 200 within 10 seconds.
• Use Send test event in the Developers tab and check the delivery log.
• Failed events are retried up to 8 times over about a day, and you can resend any event.

Verification fails

DNS changes can take a few minutes. Check that the record host is scarabpay-challenge, the value has no extra spaces, and try again.