Resolve a pending, partial, or excess crypto payment

Use the original PayerOne order as the reference. A wallet or exchange showing “sent” is different from the order recording the expected funds on the selected network.

Payment is pending

Check the transaction on the correct network explorer using its public hash. Confirm the destination address, token, network, amount, and transfer time match the checkout. A transfer can still be pending or waiting for verification after it has been broadcast. Keep the original hash; do not send a second transfer simply to make the page refresh.

Partially Paid

The order has recorded less than its expected payment amount. An exchange withdrawal fee or sending a rounded amount can cause a short payment. Reopen the same valid checkout and use its remaining amount. Complete it with the **same network and token** already recorded. Do not subtract amounts across different currencies yourself or switch to another provider to cover the remainder.

You sent more than requested

Ask the merchant to review the order's received amount and transaction history. An excess receipt does not automatically create a refund or merchant-account credit. Keep the transfer evidence and request a review of the amount and currency; do not assume the same numeric amount is owed in the order currency.

Wrong network, token, address, or missing notes

Stop sending further transfers and contact the merchant or support. Provide the order reference, public transaction hash, network, token, amount, destination address, and time. Recovery is case-specific and cannot be promised. When a method asks for payment notes, send the exact notes shown; a missing reference can prevent automatic matching.

Support never needs your wallet seed phrase, private key, exchange password, or API secret to review a public transfer hash. Keep those values private.