What if my payment isn’t going through?

If your payment fails or does not complete, it is usually due to temporary issues or incorrect details.

Paying a Merchant (QR Code)

If you are paying in-store or scanning a merchant QR code:

• Check that the QR code is supported by Stone Wallet and was scanned correctly and that the merchant details shown in the app are accurate.

If the payment does not go through, it may be due to:

• temporary network or processing delays
• unsupported QR format or payment network
• provider-side issues during routing

If a payment appears stuck or pending, do not resend the payment.

If the payment still fails after retrying, please contact [e-mail] and provide:

• username/email registered in Stone wallet
• merchant name
• screenshot of the payment screen if available

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Paying an Individual (P2P)

If you are sending a payment to another user, make sure the payment link or QR code belongs to the correct recipient.

If you are entering details manually, double-check that all information is correct before confirming.

If sending to an external wallet, ensure:

• the wallet address is correct
• the selected network matches the recipient’s wallet

Most payments are completed within minutes. If the transaction is delayed, it may be due to network conditions or temporary processing issues.

If the payment does not go through or fails repeatedly, please contact support ([e-mail]) and include:

• recipient details (link, QR, or wallet address)
• any transaction or error message shown