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Crypto payment troubleshooting

You’re here because something about a crypto order you already have 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?

In the dashboard: Billing → Crypto payments lists your most recent orders with their current state and a receipt download.

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. The order moves to confirming once the payment processor sees the payment, and to paid once the network has confirmed it to the depth the processor requires; how long that takes 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 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 currency landed at the address.

If you sent too little, the payment page shows what is still owed: send the rest there before it expires. If you would rather not complete the order, or the rest does not arrive in time and the order closes, you choose: the amount received is granted as plan time or AI credits, or returned (policy). AI credits granted this way expire twelve months after they are granted. No tier is activated while an order sits in partial.

My order moved to failed

failed means one of:

  • the payment processor reported a terminal non-paid status for the payment (failed, expired, or refunded), or
  • the order was still in pending with no payment 24 hours after it was created, and was closed, or a part-paid order whose rest did not arrive within 3 days.

If you never sent funds, nothing more is needed: start a new order from Choose a plan whenever you’re ready. 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 payment processor returns funds on its own, that’s a processor-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 address is on our crypto payment processor’s payment page for the order; the dashboard does not show it. If you have not sent anything yet, leave the order: an order with no payment closes as failed when the payment processor reports it expired, or 24 hours after it was created, whichever comes first. If you already sent funds to the address, escalate to support with the TX hash.

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

I want a receipt

The dashboard’s Billing view offers each order’s PDF receipt as a one-click download next to the 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).
  • 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.