Why the network matters as much as the coin
Many people think of a payment as “send 20 USDT” or “send some BTC”. In practice every crypto transfer has two parts: the asset, and the blockchain network it moves on. Stablecoins such as USDT and USDC are issued on several networks at once — for example Ethereum, Tron and others — and each version lives on its own chain. A token sent on one network does not appear on another, even when the address looks similar.
That is why our crypto invoices always state the network alongside the coin and amount. The invoice is the source of truth: it tells you exactly which combinations it will accept for that order. We don't promise that every coin or network is available, and what's offered can change, so please read the invoice each time rather than relying on what worked last time.
A three-point check before you press send
Take ten seconds to compare these three things between your wallet and the invoice:
- Coin: the asset in your wallet is the same asset named on the invoice (e.g. BTC, not a wrapped or bridged version, unless the invoice says so).
- Network: the network selected in your wallet's send screen matches the network on the invoice exactly. Exchanges often default to their cheapest network — change it if it differs.
- Amount: send the full amount shown. If your exchange deducts a withdrawal fee from the amount you type, add that fee on top so the invoice receives what it asks for.
Paying from an exchange account
Sending directly from an exchange is common and usually fine, but two details catch people out. First, many exchanges subtract their withdrawal fee from the amount you enter, which can leave the invoice slightly short. Second, some exchanges batch withdrawals or hold them for security review, so the transaction may not leave immediately and the invoice timer keeps running. If you know your exchange is slow to release withdrawals, start the transfer straight after the invoice opens.
Network fees and timing
The network fee is paid to the blockchain, not to us, and it's set by your wallet. When a network is busy, a very low fee can mean your transaction waits a long time before it's included in a block. A wallet's fee estimate is not a confirmation-time guarantee; congestion or exchange withdrawal delays can still exceed the invoice window. Different networks also need different numbers of confirmations before a payment is treated as final, so “sent” and “confirmed” are not the same moment.
If you sent on the wrong network
Stop and don't send a second payment straight away. Make a note of the transaction hash, the network you used, the amount and your order reference, then contact support with those details. Whether funds sent to an unsupported network can be recovered depends on the network and the payment processor, so we can't promise an outcome — but having the details ready gives the best chance of a clear answer.
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