Frequently asked questions

Do all users have the same access? Yes. Any added user gets equal access to all organizations and sections.

Why is the required token or network missing in Addresses? Because that network/Coins is not yet configured for the organization. First set up wallets and keys on the corresponding organization tab — then the token will appear in the list.

Why is there no withdraw button for a network in Wallets? Wallets and withdrawals appear only after the network is fully configured (administrator address and hot wallet) or after Coins is configured.

What to do if a payment failed AML? Funds remain on the one-time address. You can refund the client, manually withdraw to your own address, or use the address private key if needed. Also check residual balance scan — it helps find all addresses with unwithdrawn funds.

Can a one-time address be reused? Functionally yes, but each one-time address is intended for one payment. Create a new address for each new payment. If there is a duplicate credit to an already used address, handle it manually (manual withdrawal / private key).

Why is a "native" balance (TRX, BNB, ETH, TON) needed on the hot wallet? It is used to pay network fees during transfers. Keep a small reserve of the native coin on the hot wallet.

What to show the client for payment? The generated one-time address (and memo if the network requires it). Funds must be sent strictly on the network and with the token for which the address was created.

Why is the AML whitelist needed? To allow payments from verified addresses (e.g. Binance or WhiteBit exchanges) without AML screening. See AML whitelist for details.

How does IP restriction work? There are two independent lists: users IP whitelist (restricts web panel sign-in) and API key IP whitelist (restricts organization API requests). If a list is empty — access is open from any IP. If addresses are specified — access only from them.

Why don't I see keys in organization settings? Sensitive fields (private keys, API keys) are hidden by default. Click EDIT next to the field to enter or change a value.

Is AML supported for the TON network? AML providers currently do not support AML for TON. For TON you can disable AML or configure separately, but automatic screening through these providers is not available.

What does conversion in the Balance column mean for Coins? When funds arrive via Coins, the platform shows the amount in the original coin and the equivalent after conversion to USDT — e.g. 5 XRP → 5.56 ₮.

What is a crypto-to-crypto direction? The customer gives one coin and receives another. The payment, including USDT, goes to the Coins wallet even when the organization accepts USDT on-chain: that payment is used to buy the coin for auto-payout. On the direction, both the merchant and the auto-payout must be OnChain Wallet, set for that direction. See Crypto to crypto.