Open your payment page. The headline tells you where you are.

## Payment expired

The time to pay ran out before a payment arrived. Nothing was taken. Start a new payment from the merchant's link.\
If you did send money, wait a few minutes first, because a payment can take a moment to confirm.

![](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBCSmtJUHdjPSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--da0e2178cf8b1981da3b3535845dc65162ecb7e4/Screenshot%202026-10-25%20at%2014.50.51.png)

## Payment failed

Something stopped the payment from completing. The page says **Start a new payment to try again**.

* **If you never sent money:** just start again.

* **If you already sent money:** it goes back to your return address after a short wait. You can contact the merchant or your wallet or exchange provider's customer service and share your Reference ID. If you gave no return address, contact support.

  ![](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBCRHNIUHdjPSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--61fb766bb7f5cb633a0438f3785fc6e4565293a8/Screenshot%202026-10-25%20at%2014.47.54.png)

## Payment processing

Your money arrived and is being confirmed, usually in under a minute. Keep the page open. It updates by itself.

## The page shows nothing or an error

You may see **Unable to create the payment**, **Network error. Please try again.** or **This payment link is no longer available**. Check your connection and refresh. If a link is no longer available, ask the merchant for a new one.

## Before you contact support

Have these ready:

* The **Reference ID** from the payment page.

* The transaction hash from your wallet or exchange.

* The asset, amount and network you sent.

* Whether the payment was on testnet or mainnet. A testnet payment uses test assets with no real value.