Common Transaction Issues

Occasionally, a transaction may be delayed, require additional verification or encounter a technical issue.

This article explains how to identify common transaction problems and what to do when a transaction cannot be completed.

1. Transaction Not Completed

If a transaction has not been completed:

• Open Search Transactions in your Branch Dashboard.
• Locate the relevant transaction.
• Review its current status and any available instructions.
• Check whether additional action or verification is required.

Never repeat a transaction without first checking whether the original transaction has already been processed.

2. Customer Sent Crypto, but Payment Is Not Confirmed

If a customer claims to have sent cryptocurrency but your Branch has not received confirmation:

• Check the transaction status in your Branch Dashboard.
• Verify the cryptocurrency and blockchain network used.
• Review any available transaction reference or blockchain transaction ID.
• Contact Xnvia Support if the transaction remains unresolved.

Never release cash, goods or services based solely on a customer's payment screenshot.

3. Incorrect Transaction Details

If incorrect information has been entered, do not proceed until the issue has been reviewed.

Cryptocurrency transactions may be irreversible. Incorrect wallet addresses or blockchain networks may result in permanent loss of funds.

4. QR Code Not Working

If a customer cannot scan your Branch or Cashier QR code:

• Ensure that the QR code is clearly visible.
• Check that the customer's device can scan QR codes.
• Verify that the correct QR code is being used for the selected transaction.
• Contact your Branch Manager or Xnvia Support if the problem continues.

Never replace an official QR code with an unverified wallet address or an unauthorized payment method.

Need Assistance?

Contact Xnvia Support at support@xnvia.com and provide the relevant transaction reference and a description of the issue.