> ## Documentation Index
> Fetch the complete documentation index at: https://docs.edisglobal.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Cryptocurrency payment help

> Resolve pending, late, short or duplicate payments through Crypto by EDIS Global, and find help with payments made before our gateway migration.

**Crypto by EDIS Global** is our own cryptocurrency payment gateway. Contact EDIS Global Support for help with these payments. Any necessary, proportionate verification follows our [incoming and outgoing payments policy](/faq/billing-lifecycle/incoming-and-outgoing-payments.md).

## Payment sent, but the invoice is unpaid

Open the invoice and check its cryptocurrency checkout. Confirm that you sent the selected currency on the selected network to the address shown for that payment. Then check the amount that actually reached the address after withdrawal fees.

A payment must be confirmed before it is credited. **Bitcoin currently requires 3 confirmations**. See [blockchain confirmation delays](/faq/billing-lifecycle/cryptocurrency-payments-confirmation-guide-edis-global.md) for all four supported networks.

If the transaction has confirmed but the invoice has not updated, contact support before paying again.

## I sent less than the requested amount

For an ordinary service invoice, confirmed partial payments reduce the amount due. The invoice remains unpaid until its remaining balance is covered. Open the current checkout and follow its instructions for the remaining amount; cover sending fees separately.

For a cryptocurrency **Add Funds** top-up, EDIS Global adjusts the top-up invoice to the confirmed amount received. That EUR value is added to your account credit. A smaller top-up therefore adds less credit. This does not reduce the amount owed on a separate service invoice.

## I sent too much, or paid twice

EDIS Global adds excess value from a payment applied to an invoice to your account credit. A separate payment arriving after the invoice is already paid may need manual review.

Contact support with the details of every transfer. After review, support can arrange account credit or a separate return for an extra payment. Do not assume that every duplicate or late payment has already been credited, and do not send another payment while the existing transfers are being investigated.

## The payment window expired

Checkout instructions and the quoted exchange rate are valid for **12 hours**. If you have not sent funds, reopen the invoice and obtain fresh instructions.

If you already sent funds, keep the TXID and contact support. A payment arriving after expiry, after a change of currency or network, or after cancellation may require manual review. Expiry of the checkout window does not itself cancel the invoice or erase a payment already recorded.

## I used the wrong network, currency or address

Contact support with the invoice number, TXID, currency, network and destination address. Recovery depends on the actual transfer and is not guaranteed. Do not send additional funds to the same address while waiting for advice.

Always use a [supported currency and network combination](/faq/billing-lifecycle/cryptocurrency-payments.md#supported-currencies-and-blockchains) and the current payment instructions. Never reuse an address from a previous invoice.

## Refunds and recipient details

Eligible service refunds follow our [cancellation and refund policy](/faq/billing-lifecycle/cancellation-and-refund-policy.md#cryptocurrency-refunds). Support will ask you to confirm a receiving address for the original currency and network, and that it belongs to you or your exchange account. We do not assume that the sending address of an exchange withdrawal is a suitable refund destination.

## Payments made before the gateway migration

An older transaction may still belong to an earlier payment gateway's records. Send EDIS Global Support the original invoice number, TXID and any payment reference or blocked-payment message so we can investigate. For a new payment, open the current invoice and select **Crypto by EDIS Global**. Do not reuse an old checkout link or payment address.

## Contact support

Open a support ticket in the [Client Portal](https://manage.edisglobal.com/clientarea.php) or email [support@edisglobal.com](mailto:support@edisglobal.com). Include:

* The invoice number.
* The currency and blockchain used.
* The transaction ID (TXID) for each transfer.
* The amount sent and the payment status or error you see.

Never send a wallet seed phrase, private key or wallet password.


## Related topics

- [Pay with cryptocurrency](/faq/billing-lifecycle/cryptocurrency-payments.md)
- [Cancellation and refund policy](/faq/billing-lifecycle/cancellation-and-refund-policy.md)
- [Blockchain confirmations for cryptocurrency payments](/faq/billing-lifecycle/cryptocurrency-payments-confirmation-guide-edis-global.md)
- [Currency conversion for payments at EDIS Global](/faq/billing-lifecycle/automatic-currency-conversion.md)
- [Accepted payment methods](/faq/billing-lifecycle/accepted-payment-methods.md)


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