Why are the payments not credited to my wallet?
On-chain transfers require confirmations from the entire network and cannot be interfered with in the duration. Possible reasons for not receiving a transfer include, but are not limited to:
- You have provided an incorrect receiving address or the sender has entered an incorrect address. On-chain transactions are irreversible, and ViaWallet is unable to process the transaction for you. It is suggested to contact the customer service of the sender's platform for assistance.
- As each coin/token operates on different algorithms, confirmation time will be determined by many factors, including network congestion. If the network is congested, the confirmation time will be prolonged, which will affect the time of receiving.
- The gas fee was set too low, causing the transfer not successful. In this case, the sender needs to make a new transfer and make sure the gas fee is enough.
- If the receiving address you provided is correct but your balance did not increase, we suggest you contact customer service for assistance.
Can I cancel an ongoing payment?
This depends on the platform from which the transfer was made. In general, if the transfer was made and the transaction ID is trackable on the blockchain explorer, it cannot be canceled in the duration.