Troubleshooting crypto payout failures

If your crypto payout failed, this guide helps you understand what went wrong and whether you can fix it yourself or need to contact support. Crypto payouts use a different payment rail than bank transfers or wallets like PayPal, so the failure reasons and recovery steps differ.

How to check your payout status

Log in to my.dots.dev to see your payout status and any error messages. Failed crypto payouts show a reason that indicates whether the issue was with your wallet details or a provider-side problem.

Types of crypto payout failures

Wallet or network validation errors

These failures happen when the wallet address, currency, or network you entered doesn't match what the crypto rail expects. You can fix these yourself and retry the payout.

Common validation errors:

• Missing required crypto fields — Your wallet address, currency, or network wasn't provided.

• Invalid wallet address for the selected network — The wallet address format doesn't match the network you chose. For example, a USDT address on the Ethereum network looks different than a USDT address on the Tron network.

• Unsupported network or currency — The combination of currency and network isn't currently supported.

What to do: Go to my.dots.dev, update your crypto wallet details with the correct address and network, and initiate a new payout.

Provider-side errors

These failures happen on the payment provider's side and aren't caused by your wallet details. You cannot fix these yourself.

Common provider-side errors:

• Authentication or permission errors — The payout couldn't be processed due to a configuration issue on the provider's end. These errors may appear as "authentication failed" or "access forbidden."

• Internal error or service unavailable — A temporary issue with the crypto rail prevented the payout from completing.

• Failed to process the payout — The provider rejected the transaction without a specific reason you can act on.

What to do: These errors require support assistance. The funds from a failed payout are automatically returned to your Dots wallet, but retrying without support involvement may result in the same failure. Contact support with the details below.

When to contact support for crypto payouts

Contact support if:

• Your crypto payout failed with a provider-side error (authentication, permission, internal error, or service unavailable)

• You've corrected your wallet details but the payout keeps failing

• Your payout shows pending for more than 24 hours

When you contact support, include:

• The payout amount

• The crypto wallet address and network you used

• The current status shown at my.dots.dev

• When you initiated the payout

• Any error message you see

For general payout status questions and timing for other payment methods, see Where is my money?