Reporting Virtual Accounts Errors

To help us diagnose and resolve issues with Virtual Accounts efficiently, please include the following details when reporting an issue.

Required Information

1. Describe the Issue

   • Provide a concise but clear explanation of the problem you are facing.

2. Include the Related Virtual Account ID

   • Attach the Virtual_Account_ID (required) to help us locate the affected account.

3. For Missing Deposits

   • Provide the related transaction hash for the missing deposit.
   • Include a Blockchain Explorer link verifying the transaction status.

4. For Withdrawal Issues

   • Let us know if there is:
     • Any pending transaction
     • A transaction that was accepted on the blockchain but not detected by the Virtual Account
   • Include a Blockchain Explorer link showing the transaction details.

Why This Information Matters

Providing account details, transaction hashes, and clear issue descriptions allows us to quickly verify blockchain activity and identify potential issues with Virtual Account processing. Without this information, troubleshooting may be significantly delayed or unfeasible.

• Missing deposits require verification via blockchain explorers.
• Withdrawals that fail to reflect may be caused by pending transactions or detection delays.
• Providing complete details upfront ensures faster investigation and resolution.

By following this guide, you help us resolve your Virtual Account issue as efficiently as possible.