Support

Before you write

Most questions are answered by these five. If none of them fits, write to us.

I can't see a payment my customer already sent

Check, in this order: that the deposit address is still active in the dashboard (a deactivated wallet stops being scanned); that the payment was made on the same network we assigned to that address (the same address on another network is not detected); that the amount clears the network minimum (0.50 USDT/USDC, 0.0001 BTC, 0.01 LTC — anything below is ignored); and that the transaction has the required confirmations, which vary per network. If it is still missing after 30 minutes, write to us with the hash, the network and the address.

The deposit arrived but I never got the webhook

The Webhooks tab in the dashboard shows every delivery, the attempt count and the last error your server returned. Retries are automatic with increasing backoff. Common causes: your URL does not answer 2xx, the HTTPS certificate fails, or the URL points at a private or local address, which we refuse for security reasons. Use the sandbox in that same tab to test your endpoint. If the delivery was given up after exhausting its attempts, write to us with the hash and we will look into it.

I lost my API key

We cannot recover it: the key is shown once, and signing in requires the business ID and the key together. If you still have an open dashboard session, generate a new one from Settings; rotating it immediately invalidates the old key across every integration and device. If you have lost access altogether, write to us — we will ask you to prove control of the account before touching anything.

I want to change my payout address

Dashboard, Settings tab: there is one settlement address per network and you edit it there. The change applies to later sweeps; a payment already settled cannot be redirected. Check the address carefully, because an on-chain transfer is irreversible.

How do I close my account

Withdraw any pending balance first, because closing the account does not move funds. Then you can close it yourself: from Settings in the mobile app, or with a DELETE call to /api/v2/clients/me. If you would rather we did it, write to us. The details of what gets deleted are below.

Deleting your account and your data

You can delete your account yourself at any time, with no reason given and without asking us: it is in the mobile app’s Settings and available in the API. Before you do, withdraw any pending balance and disable your integrations: once the account is closed we stop detecting deposits and sending webhooks, and payments arriving afterwards at old addresses are not processed.

What gets deleted

• Immediately: the account name, the settlement addresses, the webhook URL and secret, and the QvaPay account or Zelle contact. The API key is invalidated at that moment, and every open session with it.
• Your deposit addresses stop being monitored immediately; their keys are kept only as long as needed to recover any residual balance, then removed.
• Your transaction history as stored in our systems, in the subsequent purge.
• The push-notification log tied to your account.

What we cannot delete

• Anything on the blockchain. Transactions, addresses and amounts are public and permanent: nobody, neither we nor you, can erase them from the chain.
• Records we are legally required to keep, and any data a third party (QvaPay, Zelle) holds on its own if you used that settlement method.

Deletion is final and cannot be undone: we do not reinstate closed accounts. If any deposit was still unsettled, we warn you before closing so you can wait for it to settle.

Documentation

Many integration questions are already answered in the guides: setup, webhooks, WooCommerce and stablecoin contracts.