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Crypto payment troubleshooting

You’re here because something about a crypto payment looks wrong. Work through the symptom that matches — these cover almost every case support sees. If yours doesn’t fit, go straight to [email protected] with your order_id.

Where’s my order_id?

Two places, depending on how you paid:

  • Dashboard — Billing → Crypto payments lists your most recent orders with their current state and a receipt download.
  • API — GET /v1/billing/crypto-orders returns every order on the account, newest first, with the full state-transition timeline per order. Filter with ?status= if the list is long.

Order ids look like ord_a1b2c3d4e5f6 — the prefix is part of the id.

I paid, but the order is still pending

  1. Check the block explorer first. Paste your TX hash into the canonical explorer for the network you used. If it shows the transaction as not yet broadcast, the issue is on the wallet side — retry the send. If it shows broadcast, 0 confirmations, you’re waiting on the network.
  2. Give it the confirmation window. NowPayments waits for the confirmation depth it requires on that network before reporting the payment, so the order flips to confirming (and then paid) with a delay that varies by coin and by network congestion.
  3. Confirmed on-chain but still pending after 30 minutes? Skip to the escalation section with your TX hash — that combination usually means the payment needs manual reconciliation.

My order is partial

partial means an on-chain payment arrived but the crypto-denominated amount is short of the quoted pay_amount (beyond the small slippage tolerance), or it arrived in a currency that doesn’t match the quote. Common causes:

  • Your wallet deducted network fees from the amount instead of adding them on top, so less than the displayed amount arrived.
  • The send was rounded down from the quoted amount.
  • A different coin than the quoted pay_currency landed at the address.

Partial orders need a human. Email [email protected] with the order_id and the TX hash. Crypto payments are non-refundable (policy), so the resolution path is completing the order — support arranges a top-up for the difference — not sending the partial payment back. No tier is activated while an order sits in partial.

My order moved to failed

failed means one of:

  • NowPayments reported a terminal non-paid status for the payment (failed, expired, or refunded), or
  • the order sat in pending with no settled payment and was retired as stale (typically after 24 hours).

If you never sent funds: just open a fresh order and pay it within the displayed window. If funds left your wallet and the order still failed, that’s a reconciliation problem — escalate to support immediately with the TX hash. If the upstream provider returns funds on their own, that’s a NowPayments-side action outside Driftstack’s control.

I sent funds on the wrong network

The deposit address is only valid on the network shown at checkout. If you sent on a different one:

  • Same address format on both chains (typical for EVM-style networks): the funds sit at the same address on the wrong chain. Often recoverable — contact support with the TX hash.
  • Different address formats: the transaction usually fails to send at all. If it didn’t, recovery depends on the chain.

We do our best to help recover wrong-network sends but can’t guarantee it. Always double-check the network indicator before broadcasting.

I can’t see the deposit address anymore

The checkout modal is the only surface that shows the address — the order endpoints deliberately don’t return it, so refreshing or re-opening the order won’t re-display it. Two ways out:

  • API checkouts: if you sent an Idempotency-Key on the original request (you should — see Idempotency keys), repeat the exact same POST /v1/billing/crypto-checkout with the same key. The replay returns the original order including the original payment address, and carries an Idempotent-Replayed: 1 header.
  • Dashboard checkouts: cancel the pending order (Billing → Crypto payments, or POST /v1/billing/crypto-orders/:order_id/cancel) and start a fresh checkout. Cancelling is only possible while the order is still pending with no payment activity.

Never re-use an address from an earlier, different order.

I want a receipt

Available for every order via the API — three formats:

# JSON envelope (programmatic)
curl -H "authorization: Bearer ds_live_…" \
  https://api.driftstack.dev/v1/billing/crypto-orders/ord_a1b2c3d4e5f6/receipt

# Plain text (cron / curl pipelines)
curl -H "authorization: Bearer ds_live_…" \
  https://api.driftstack.dev/v1/billing/crypto-orders/ord_a1b2c3d4e5f6/receipt.txt

# PDF (accounting / archival)
curl -H "authorization: Bearer ds_live_…" -O -J \
  https://api.driftstack.dev/v1/billing/crypto-orders/ord_a1b2c3d4e5f6/receipt.pdf

The dashboard’s Billing view exposes the PDF as a one-click download next to each order.

Escalate to support

Email [email protected] with as much of the following as you have:

  • Your account email.
  • The order_id (from the dashboard or the order list API).
  • The TX hash — an explorer link is fine. This is the single most useful item; most payment escalations resolve quickly once we have it.
  • The network you sent on.
  • A screenshot of your wallet’s send confirmation, if you still have it.