Payment problems and transaction status
The screen timed out: should I send again?
- Restore the connection and open transaction history in the same account and environment.
- Find the original operation by its identifier, time, amount and recipient. Open its details if available.
- Check the current status. If the operation remains pending or cannot be found, contact support before sending again. A missing result is not proof that no money moved.
- Keep the original identifier for follow-up. For API integrations, use status lookup and the same original
txid; do not create a replacement identifier to bypass a timeout.
| Status | What to do |
|---|---|
created, pending, processing | Processing is not complete. Refresh the original operation; do not count it as received |
auth_required | Open Heth and follow the requested approval for this operation |
charged | The operation has settled. Check its amount, recipient and fee in the details |
rejected, failed | Read the original error and resolve its cause before attempting a new operation |
| No status or an unfamiliar status | Keep the result unconfirmed and request clarification; do not infer success or failure |
A refund or reversal is a separate result. Confirm it from the original operation and the actual credited balance. A blockchain transfer cannot be cancelled merely by closing Heth.
The balance or receiving details look wrong
- Check the account, asset, network and environment. An internal Wallet and a Crypto Account are different destinations.
- Refresh after reconnecting. An offline screen can contain cached information.
- For an external deposit, compare the destination and network in the sending wallet with Heth's receiving details. A transaction on another network does not credit this account automatically.
- For an additional cold account missing on another device, reconnect its original wallet. See accounts and backup.
The payer QR or amount confirmation does not work
Open a fresh payer QR in Heth. If the app requests a confirmation code, follow the payment instructions, check the amount and use the current code. A QR is not a receipt. The merchant needs connectivity to process the request. If the app says confirmation is not configured, complete its setup in Heth while online.
Contact support
Send the transaction identifier, approximate time with time zone, asset/network, amount and the visible error to Heth support. Mask unrelated personal information in screenshots. Never include a recovery phrase, private key, API key, payer QR, gift-card code or reusable payment secret.