Payment issues: underpaid, expired or wrong network

Most payment problems resolve on their own or take one step to fix. Find your situation below. If you need us, email support@hodlchip.com with your order number (it starts with HC-) and the transaction ID, also called TXID or hash, from your wallet or exchange.

At a glance

Payment sent but not confirmed yet

Confirmation takes time: typically 10–60 minutes for Bitcoin, 1–5 minutes for ETH and USDT on ERC20, and about one minute for USDT on TRC20. Bitcoin can take longer when the network is busy and the fee paid was low.

• Look up your transaction ID on a block explorer for that network. The recipient should be the address on your payment page.
• If your exchange still shows the withdrawal as pending or processing, it has not been sent to the network yet.
• Do not send the payment a second time. If your transaction has still not confirmed after several hours, email us with the transaction ID.

You sent less than the amount shown

This usually happens when an exchange deducts its withdrawal fee from the amount sent.

1. Open your payment page. It shows the remaining amount.
2. Send exactly that amount to the same address, on the same network, while the address is still watched: during the countdown and for 30 minutes after it ends.
3. Your order is confirmed once the full amount has the required confirmations.

If the watch period ended before you could send the rest, email us with your order number and both transaction IDs, and we will help you complete or refund the payment.

You sent more than the amount shown

Your order is confirmed as normal. To get the difference back, email us with your order number and a refund address for the same coin and network. The difference is refunded minus the network fee for sending it. See How crypto refunds work.

You paid after the countdown ended

Your deposit address stays watched for 30 minutes after the countdown. A payment broadcast in that window is credited automatically, with nothing for you to do. If your payment was broadcast later than that, email us with your order number and transaction ID, and we will help you complete or refund the payment.

The countdown expired before you paid

1. Do not send anything to the old address.
2. Find your order at Track order with your order number and email address.
3. Start a new payment from your order page. You get a new rate, a new deposit address and a new countdown.

You used the wrong network or token

For example, USDT sent on BNB Smart Chain to an ERC20 address. Funds sent this way may be unrecoverable.

1. Email support@hodlchip.com immediately with your order number, the transaction ID, the network and token you used, and the amount.
2. We check whether recovery is technically possible and tell you the outcome. We cannot guarantee it.
3. Your order stays unpaid until a correct payment is confirmed. If you still want it, you can start a new payment on the correct network from your order page.