Troubleshooting And FAQ
Good troubleshooting docs reduce support questions by explaining delays, unclear states, and common mistakes before they become incidents.
Support note: Troubleshooting answers should tell users what happened, what they can check, and when to contact support. Avoid vague “try again later” answers.
Payment questions
Why is my invoice still pending?
The payment may not have arrived, may be waiting for confirmations, may be the wrong token or network, or may be below required amount.
Payment note: Always check token, network, amount, invoice expiry, and confirmation status before treating a payment as missing.
Why did payment detection continue after gas credits ran out?
Inbound detection does not require merchant gas credits. Gas credits affect sponsored outbound actions such as sweeps, sponsored withdrawals, and payout route withdrawals.
Why was a small auto-detected deposit ignored?
Auto-detected deposits use dust and minimum thresholds to avoid creating false revenue from tiny or operational transfers. Explicit invoices remain trackable when expected merchant net is positive.
Webhook questions
Why did PayChain retry my webhook?
PayChain retries if your endpoint returns non-2xx, times out, fails TLS/DNS validation, or cannot be reached.
Can I parse JSON before verifying?
No. Verify with the raw request body first.
Security note: Parsed JSON is not safe for signature verification. Use the exact raw request body PayChain sent.
Payout questions
Why did my payout route create multiple withdrawals?
Each recipient leg becomes one withdrawal. A 50/50 split creates two withdrawal legs.
Why is my withdrawal gas-blocked?
Included and prepaid gas credits were insufficient for the sponsored outbound operation. Top up gas credits to resume queued operations.
Recovery note: A successful gas top-up resumes queued gas-blocked operations oldest-first until credits are insufficient again.
Billing questions
What happens if I do not renew?
Paid plans create a renewal invoice 5 days before cycle end. If unpaid at cycle end, the business enters a 14-day grace period with soft warnings only. If still unpaid after grace, the business downgrades to Free and data is preserved.