ONCHAIN® Labs

Common reasons for declines and how to fix them.

My card payment was declined

What “pending” means and how to resolve it.

My payment is stuck or pending

Understanding temporary charges and how to fix missing deliveries.

Why was my card charged but I didn’t receive crypto yet?

Common reasons KYC doesn’t go through and how to fix it.

I can’t complete KYC

Common reasons and how to retry successfully.

Why was my KYC rejected?

One-time verification, with a few exceptions.

Do I need to do KYC every time?

What “pending” means and when to reach out.

My KYC is stuck in review

How to check if it’s a display issue in MetaMask or Trust Wallet.

I don’t see my crypto in my wallet

Why wallet addresses can’t be updated once a transaction starts.

Can I change my wallet address after purchase?

Understanding small differences in what you see.

Why does my wallet balance look different?

My wallet app isn’t showing the token

What happens if your crypto isn’t showing up.

I used the wrong wallet or network by mistake

Why assets may not appear when exporting your embedded wallet.

Why doesn’t the ONCHAIN® Wallet export work as expected?

Daniel Espinoza

Fix common issues with payments, KYC, and wallets.

Troubleshooting

Create a custom design with text, images, and links

Find answers and get help from Intercom Support and Community Experts

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