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Common Issues and Solutions

Here are solutions to the most common problems users encounter on P2P Protocol:
If your order was cancelled without you initiating it:Possible causes:
  • The order expired due to inactivity or timeout
  • A transfer step failed (insufficient balance, wrong details, etc.)
  • Merchant cancelled due to eligibility changes
Solutions:
  • Check whether the order expired or a transfer step failed
  • Review the cancellation reason in the app if provided
  • Recreate the order with correct details
  • Complete all required steps promptly to avoid timeout
  • Verify your stablecoin balance and approvals before placing new SELL/PAY orders
If your assigned merchant is not responding or taking action:What to do:
  • Wait for the protocol reassignment or timeout path where applicable
  • The protocol has built-in mechanisms to handle unresponsive merchants
  • Check the estimated timeout period in the app
  • If conditions are met (time window passed, clear evidence of non-response), raise a dispute with evidence
  • Document all attempts to contact or prompt the merchant
Do not send payment outside the app or use alternative payment methods if a merchant requests it.
If a stablecoin transfer or payment confirmation failed:For SELL/PAY orders (stablecoin transfer failed):
  • Confirm you have sufficient token balance in your wallet
  • Check if token approval is required and complete it
  • Verify network connectivity and try again
  • Check if the smart contract address is correct
For BUY orders (fiat payment issues):
  • Confirm the payment rail details are correct
  • Verify you used the exact payment information provided in the app
  • Complete all required payment confirmation steps
  • Check with your bank or payment provider for any restrictions
  • Ensure you have sufficient balance in your fiat account
If you’re unable to create a new order:Check the following:
  • Account status: Verify your account is active and verified
  • Balance: Ensure sufficient stablecoin balance for SELL/PAY orders
  • Limits: Check if you’ve reached any daily or transaction limits
  • Supported regions: Confirm the payment rail is supported in your region
  • App version: Update to the latest version of the client app
  • Network issues: Verify your internet connection is stable
If you completed a BUY order but haven’t received stablecoins:Steps to take:
  • Check your order status in the app - it should show COMPLETED
  • Verify you’re looking at the correct wallet address
  • Refresh your wallet balance (it may take a few moments to update)
  • Check the blockchain explorer with your transaction hash
  • If the order is still in PAID or earlier status, wait for completion
  • If order shows COMPLETED but no stablecoins received, contact support immediately
If you completed a SELL order but haven’t received fiat:Steps to take:
  • Check your order status - it should show COMPLETED
  • Verify the payment details you provided were correct
  • Check your bank account or payment rail account (may take time to process)
  • Note that different payment rails have different processing times
  • If order shows COMPLETED but payment not received after the expected timeframe, open a dispute
  • Gather evidence: transaction receipts, order details, communication with merchant

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Still Need Help?

If you’ve tried the solutions above and still experiencing issues:
1

Check order details

Review your complete order history and status in the app.
2

Use in-app support

Access the support or help section in the client app.
3

Consider dispute

If the issue involves merchant non-performance, check if you’re eligible to open a dispute.

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