Check the following list of common problems:
- Look at your Stellar transaction using stellar.expert
- Have you sent XLM to us? You can't withdraw XLM directly, first, you need to convert it to one of the supported assets. Contact support for the refund.
- Does your transaction have a memo and is it a unique random string? Some Stellar wallets don't resolve federated addresses correctly and either don't populate memo automatically (Scopuly?) or let you override it with some other value (Stargazer?). In these cases, Apay doesn't know who has sent the assets and can't process the withdrawal. Contact support for the refund.
- Is it ETH or ERC20 transaction? Check our hot wallet https://etherscan.io/address/0x9Ef773Bd58575e295E6C51b972a3999a9af71559
- Does it have your outgoing transaction with status "failed"? Sometimes it happens when you're withdrawing to a smart contract with high gas requirements. We have a limit of 35k for outgoing ETH transfers, so any transfer requiring more is going to fail.
- Your transaction is not there, and the hot wallet doesn't have enough balance to fulfill it? Sometimes it runs out of funds, especially when you make a big withdrawal. You need to wait until we top it up from the cold storage. Let the support know about your problem to speed things up.
- BTC or ETH transaction is in the mempool but unconfirmed for a long time? Unfortunately, that might happen if fees on the network spike suddenly. We use common fee estimation algorithms and medium-to-high fee rate, but transactions still get stuck sometimes. Reach out to our support to let us know about the issue and if it takes really long we might try to bump transaction fee.
If you haven't found the solution here, reach out to our support and give us transaction hash to check what the issue is.