Check your payment status first
Open Subscription page.
Go to the Subscription History.
Click the Check Status icon.
Note: Some failed payments may not have a status link.
Common reasons crypto payments fail
1. Payment is short (fees not included)
Fees are calculated on CoinPayments' side.
You must send:
the exact requested amount
plus any transfer fees shown on your exchange or wallet withdrawal screen
If you sent less than required:
If there’s still time: send the remaining amount (plus fees) to the same payment address, or send slightly more to be safe.
If time runs out: wait for the payment to fail and CoinPayments will send a refund email.
Before retrying, check your Inbox + Spam/Junk for an email from CoinPayments.
2. Exchange processing is slow or confirmations are delayed
Some exchanges process withdrawals slowly (sometimes once per day).
If the transaction takes too long, CoinPayments may time it out (often due to price fluctuations).
If your payment timed out:
Check your email for a refund link
Then create a new payment
To reduce delays:
Use a faster network/coin when possible (example: LTC instead of BTC or USDT)
Withdraw from a wallet, not directly from an exchange (when possible)
3. Payment failed and can’t be completed
If a payment fails, you cannot retry the same payment.
You must start a new payment.
Refunds for failed payments
If a payment fails, CoinPayments sends a refund link to your email.
If you didn’t receive funds back, common reasons are:
The withdrawal was not completed.
You have multiple payments and mistakenly used the wrong one.
The exchange or wallet sent funds too late.
Always check Spam/Junk for the refund email before contacting support.
Important
Use the correct currency and network.
Only L1 mainnet coins are accepted.
Sending funds via an incorrect network can result in permanent loss.
What if I used the wrong network?
In some cases, CoinPayments may be able to retrieve funds.
Contact CoinPayments support here with:
Transaction ID (TX ID)
Wallet address used
CoinPayments reference number (if unknown, 3Commas support can help retrieve it).
“Remaining balance” issues (partial payment)
Your payment may be short if:
You did not add withdrawal fees from your exchange or wallet.
You rounded down the required amount instead of sending the exact value.
If there's still time:
Send the remaining balance (or slightly more) to the same payment address.
If the time expired:
Wait for a refund and create a new payment.
Confirmations are taking long
If you sent the correct amount but the payment is stuck waiting for confirmations, this can be caused by:
network congestion
low transaction fees
slow exchange withdrawal processing
Reminder
If the status is not Cancelled or Timed Out, it may just need time.
Some payments can take 15 to 30 minutes or longer.
To improve success next time:
use a wallet when possible
avoid sending right before the invoice timer expires
If the status is "Cancelled" or "Timed Out", you must create a new payment.
Need Help?
If you missed the refund email or you're stuck, contact CoinPayments support.