Skip to main content
Driftstack DRIFTSTACK
Start

Crypto payments — troubleshooting

You're here because something about your crypto payment looks wrong. Walk through the decision tree below — it covers the 99% of cases support sees. If your symptom doesn't fit, jump straight to support with your order_id.

Where's my order_id?

Three places, depending on how you got here:

Symptom: 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 (mempool.space, etherscan, tronscan, etc). If the explorer shows not yet broadcast, the issue is on your wallet side — retry the send. If it shows broadcast + 0 confirmations, you're just waiting on the network.
  2. Check the order's required confirmations. Bitcoin needs 2 blocks (~20 min); Ethereum needs 12 (~3 min); USDC/USDT on Tron is near-instant. The order stays at pending until NowPayments sees enough confirmations, then transitions to confirming, then paid.
  3. Wait at least 30 minutes. Mempool congestion + RPC propagation lag can easily push a normally-fast network to 15+ minutes. If you're past 30 min with a confirmed TX, skip to the support escalation below.

Symptom: my order is partial

Means an on-chain payment arrived but the dollar-amount it represents is below the invoice. Common causes:

Partial orders need a human. Email [email protected] with your order_id + the TX hash. We'll generate a top-up invoice for the difference — that's the resolution path. Crypto payments are non-refundable (policy), so we don't send the partial back; we complete the order via top-up instead.

Symptom: my order moved to failed

failed means one of: NowPayments rejected the payment, the order timed out (24h with no on-chain activity), or the provider declined the payment on their side. In all three cases the next step is the same — open a fresh order from /pricing and try again.

If funds left your wallet but the order is failed: that's a reconciliation problem — escalate to support immediately with the TX hash. In the rare event the upstream provider (NowPayments) returns funds to you on their own, that is a NowPayments-side action and outside Driftstack's non-refundable scope.

Symptom: I sent funds on the wrong network

USDC-ERC20 vs USDC-TRC20 is the classic landmine. The displayed deposit address only works on the network shown in the checkout UI. If you sent on a different network:

We do our best to help recover wrong-network sends but cannot guarantee it. Always double-check the network indicator in the checkout UI before broadcasting.

Symptom: I can't see the deposit address anymore

The checkout page is single-use — refreshing it does not re-display the address. Either:

Symptom: I want to download a receipt

Three formats are available once an order is paid: 

# JSON envelope (programmatic)
curl -H "Authorization: Bearer $DRIFTSTACK_API_KEY" \
  https://api.driftstack.dev/v1/billing/crypto-orders/ord_…/receipt

# Plain text (cron / wget pipelines)
curl -H "Authorization: Bearer $DRIFTSTACK_API_KEY" \
  https://api.driftstack.dev/v1/billing/crypto-orders/ord_…/receipt.txt

# PDF (accounting / archival)
curl -H "Authorization: Bearer $DRIFTSTACK_API_KEY" \
  https://api.driftstack.dev/v1/billing/crypto-orders/ord_…/receipt.pdf \
  -o receipt.pdf

The dashboard's Billing view exposes the same as a one-click download.

Escalation: contact support

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

Response SLA is 1 business day on the free trial + paid tiers; enterprise contracts get a per-contract SLA. Most payment escalations resolve same-day once we have the TX hash.

Related