Merchants
Merchant troubleshooting
Diagnose common checkout, wallet, and notification problems.
| Symptom | Likely cause | First action |
|---|---|---|
| Checkout cannot be created | Missing onboarding, an inactive store, or an invalid amount/redirect URL. | Confirm store status and field validation. |
| Payment remains pending | The transfer was not detected, or it is still below the required confirmation threshold. | Check the customer's transaction hash, recipient address, currency, and network. |
| Payment is failed | Wrong currency or network, an amount mismatch, or a late payment. | Do not manually mark a payment as paid; escalate with the checkout reference and transaction hash. |
| Link is expired | The checkout's time-to-live elapsed. | Create a new checkout — do not reuse an expired payment request. |
| Webhook not received | The endpoint is unavailable, signature verification failed, or retries are exhausted. | Check Developers → Webhooks delivery history and use the manual retry action. |
| Dashboard disagrees with a wallet explorer | An on-chain transfer is not the same thing as a payment Outpay has matched. | Treat Outpay's verified status as the product state of record, and investigate the mismatch before acting. |
Support evidence
Include the checkout reference, request ID, transaction hash, timestamp, and destination wallet when escalating. Never include a secret key or webhook secret.
Related documentation
- Transactions — what each status means.
- Support — the full evidence checklist for an escalation.
- Handle an expired checkout — recovering from a late transfer.