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.
- How to use the Service Status PageTrack CryptoProcessing platform status, get real-time incident updates, and subscribe to alerts for seamless service monitoring.
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