Payment Issues
Common invoice payment issues — from choosing a wallet and network to incorrect amounts, overpayments, duplicates, and contacting support.
We've gathered in one place everything that can go wrong when paying an invoice, and what to do in each case — for both customers and merchants.
Choosing a wallet and network — how to avoid mistakes
You can pay from any wallet or exchange, but it's important to keep in mind in advance:
different wallets and exchanges set their own minimum send amounts;
some exchanges charge their own withdrawal fee — this can reduce part of the amount that reaches the address;
you must send strictly in the currency and network specified on the payment page — with an error in the network or address, Trybit cannot reliably confirm the invoice, since it doesn't have access to those funds.
For accuracy, we recommend using non-custodial wallets (such as Trust Wallet) — in these, the network fee is visible and added on top of the amount rather than deducted from it.
The invoice isn't confirming — what to do
This is most often a matter of network confirmation time — see the table on the Invoice Statuses page. If the amount and address are correct, no further action is needed — the invoice will confirm itself once the required number of confirmations is reached.
If the invoice has expired but payment was already sent before the deadline, it won't be credited automatically. You need to contact support with the invoice number (INV), the transaction's txID, and the address the funds were sent to (see Frequently Asked Questions, "The invoice expired, but I already sent payment").
Forgot to include a MEMO/Comment, or paid in the wrong currency/network
If a payment required a MEMO (tag) and it wasn't included, or the payment arrived in the wrong currency or network, the decision on crediting it is made on a case-by-case basis, after contacting support. The terms and process for a technical refund in such cases are on the Refunds page.
Sent the wrong amount (partial payment)
The system automatically calculates and displays the minimum additional amount needed. What to do next — the customer pays the difference, the merchant manually confirms in the dashboard, or auto-confirmation by threshold — is covered in detail on the Invoice Statuses page. If the customer asks for a refund after confirmation, see Refunds.
Overpayment
An overpayment is automatically credited to the merchant in full. It's important to understand: in the merchant's own system (for example, in a CMS or order database), the overpayment may not be reflected — the invoice was created for the original, smaller amount. The actual amount received, including the overpayment, can always be checked in the Trybit dashboard.
The invoice was paid more than once (duplicate)
If another transaction arrives for an invoice that already has the "Paid" status — for example, the customer accidentally paid the same invoice more than once — the repeat payment is not credited to the balance automatically. Crediting the second (and any subsequent) transaction to an already-paid invoice can only be done manually, by contacting technical support — with the invoice number (INV) and the txID of all transactions.
What you need to contact support
For any inquiry about a payment issue — whether from the customer or the merchant — have the following ready:
invoice number (INV) — 8 characters, shown on the invoice and in the payment email;
the txID — the blockchain transaction identifier, found in the wallet's or exchange's transaction history;
for an incorrect amount/network — the address the payment was sent to.
The product or service wasn't delivered despite confirmed payment
This is the merchant's responsibility, not Trybit's — the service's support team doesn't advise on products or services the customer is supposed to receive from the merchant after payment.
If you have any questions or need help, you can contact our support via chat on the website and in your personal account, as well as reach us on Telegram. Support contacts are listed on our website.
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