FAQ
Answers to frequently asked questions
45 articles
How to Create a Top-Up OrderStep-by-Step Guide to Creating a Top-Up Order
Ending Group ChatsTransition to Omni-Channel Support with Faster Responses, 24/7 Access, Improved Back Office Tools, and a Seamless Communication Process.
Adding a Bank Account in the Back OfficeLearn how to add a new bank account to your merchant profile, including verification requirements and supported account types.
Anti-Money Laundering (AML) PolicyUnderstand our AML policy and where to access the full document outlining our compliance with global financial regulations.
Unable to Access the Back Office (No Maintenance Ongoing)Troubleshooting steps if you cannot access the admin panel despite no maintenance being announced.
How to Transfer 2FA (Google Authenticator) to a New DeviceStep-by-step guide to safely transferring your 2FA codes to a new phone using Google Authenticator.
How the Transaction Timer WorksUnderstand the logic behind invoice timers, confirmation windows, and exceptions for Ethereum-based tokens.
Integration and Back office
Answers to frequently asked questions
How to Generate API Keys?
What is a Callback URL?
How to Set Up a Callback URL?
From Which IP Addresses Do You Send Callbacks?
Receiving "Bad Key Header" Error – What to Do?
Receiving "Bad Signature Header" Error – What to Do?
Receiving "No Key Header" Error – What to Do?
Receiving "No Signature Header" Error – What to Do?
Receiving "Bad Content Format" Error – What to Do?
Receiving "CORS Error" – What to Do?
Can We Set Multiple Callback URLs?
How Can We Differentiate a User's Deposit Address When Creating It via API?
How Is a Deposit Address Different from Other Addresses?
Can We Display a Separate Balance for Each User?
What Makes Up the Accumulated Balance in the "Balances" Tab?
How to Enable Automatic Withdrawals to a Cold Wallet?
How to Automatically Refill a Currency Balance?
Unable to Process a Swap Withdrawal, Even Though the Currency Pair is Listed?
How to Manually Approve Large Withdrawals?
Why Are Callbacks Sent Multiple Times?
Statuses in the Back office
Answers to frequently asked questions
What Are the Withdrawal Statuses in the Back Office (BO)?
What happens if a user sends an unsupported cryptocurrency?
What to Do if a Transaction has a “Pending" status?
What are the possible statuses for a deposit in the Back Office?
What statuses can be received in the callback for deposits?
What statuses can be received in the callback for withdrawals?
What happens to a deposit if the amount sent is lower than the minimum deposit limit specified in the documentation?
What does the "Double spend" error mean for a deposit?
What does the "Address is invalid" error mean for a withdrawal transaction?
What does the "Not enough money on balance" error mean for a withdrawal transaction?
What does the "Total of negative balances exceeds the allowed value" error mean for a withdrawal transaction?
Fees
Comprehensive overview of CoinsPaid fees
About network fees
Fees explanationCryptoProcessing - Transaction Types and Fees