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A payment stuck

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Rizky

Rizky

Last updated on Oct 25, 2026

Open the payment under Payments and read the timeline. Find the status below.

  • PAYMENT_PENDING — Usual cause: The buyer has not paid, or the transfer has not confirmed yet.; What to do: Wait. Blockchains confirm in seconds to minutes. If the buyer says they paid, ask for the transaction hash.

  • CLEARING / SETTLING — Usual cause: Conversion or payout still running.; What to do: Wait a few minutes.

  • FAILED and buyer's money arrived — Usual cause: A step failed after funds came in.; What to do: Use Retry settlement on the payment. If it is refused, contact support.

  • FAILED and no money arrived — Usual cause: Quote expired or buyer never paid.; What to do: The buyer starts a new payment.

Before you contact support

Have the payment id (pi_…), the buyer's transaction hash if you have it, and whether it is testnet or mainnet.

Never

Do not ship goods for a payment that is not SUCCESS, and never ask the buyer to pay a second time while the first is still pending.