Why didn't the recipient receive the payment?
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:
- The recipient's address is incorrect. Make sure the address is correct when you transfer. On-chain transactions are irreversible, and once you transfer to the wrong address, only the recipient of the wrong address is able to return the amount to you, and ViaWallet cannot get the fund back.
- Different types of cryptocurrencies have different operating mechanisms, and the number of confirmations required for the address you generated on other platforms/wallets is different. 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, you need to make a new transfer and make sure the gas fee is enough.
- If the recipient's address is correct but the balance in the recipient's account has not increased, we suggest you contact the recipient's platform customer service for assistance.
Can I cancel an ongoing sending payment?
Once you send the transfer via ViaWallet and the transaction ID is trackable on the blockchain explorer, it cannot be canceled in the duration.
Why the token hasn’t been credited to the recipient address with enough confirmations?
If the recipient's address is correct but the balance didn’t update, you could reach out the customer service for further assistance.