Why your payment may not appear
If your payment does not appear on the checkout page (the link you used to pay via CoinGate), here are the common reasons and what to do next.
Wrong currency was sent – for example, sending USDT instead of USDC.
Wrong network was used – payment was sent on a network different from the one selected on the checkout page.
Memo/Tag was missing – required for some currencies such as XRP or when paying on the Solana network.
⚠️ Important: Always double-check the currency, network, and Memo/Tag selected on the checkout page before sending your payment. Using the wrong details can cause delays or require a refund.What happens in these cases
Wrong currency:
If USDT was sent instead of USDC → the order cannot be processed. A refund will be issued in the same currency and network back to the wallet you provide.
In some other cases, if the currency has the same value and was sent on a supported network, we may still be able to process the payment manually. If not, a refund will be required.
Wrong network (not the one selected on the checkout page):
If the network is supported and the amount matches, we may still be able to process the payment manually.
If this is not possible, the funds will be refunded.Same currency, correct network selected on the checkout page, but missing Memo/Tag:
In some cases, we may still be able to complete the payment manually. If that’s not possible, a refund will be issued instead.
Rare cases
In very rare situations, the system may fail to detect a valid payment even if it was sent correctly on the currency and network selected on the checkout.
In such cases, we always prioritize completing the payment to the merchant whenever possible.
Sometimes, payments are even completed automatically by our system once the delayed or stuck transaction is confirmed on the blockchain.
What you need to do
In all cases, please contact our Support team and provide:
The transaction hash (TXID) of your payment
Your CoinGate Order ID or checkout page URL
Contact us from the same email address used on the checkout page – this helps us verify your request faster and process it without delays.