> For the complete documentation index, see [llms.txt](https://docs.lyzi.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.lyzi.io/en/faq/problemes-de-paiement/le-paiement-ne-se-confirme-pas-ou-reste-en-attente.md).

# The payment isn't confirming or stays pending

**A payment confirms in about 2 minutes.** Beyond that, the reflex is always the same: **look at your customer's payment page.**

### What to do depending on the time elapsed

| Time elapsed             | Action           | Detail                                                                                                                       |
| ------------------------ | ---------------- | ---------------------------------------------------------------------------------------------------------------------------- |
| **0 to 2 minutes**       | **Wait**         | This is the normal confirmation time.                                                                                        |
| **2 to 10 minutes**      | **Check**        | Is a message displayed on the customer's payment page? If so, follow the instructions (missing amount, wallet to change...). |
| **More than 10 minutes** | **Contact Lyzi** | Check the customer's payment page, then contact Lyzi.                                                                        |

{% hint style="danger" %}
**Don't:** recreate a transaction when the customer has already sent their funds.
{% endhint %}

### Common causes of a payment that stays pending

| Cause                                               | What the customer sees                                          | Page to check                                                                                                                     |
| --------------------------------------------------- | --------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------- |
| Amount sent lower than the amount requested         | A missing amount and the address to send to                     | [Insufficient amount](/en/faq/problemes-de-paiement/mon-client-a-envoye-un-montant-insuffisant-montant-manquant.md)               |
| Sent on another network or with another crypto      | The payment stays pending                                       | [Wrong network or wrong crypto](/en/faq/problemes-de-paiement/mon-client-sest-trompe-de-reseau-ou-de-crypto.md)                   |
| Customer logged in by email instead of their wallet | "The connected wallet does not hold enough funds", balance at 0 | [Customer logged in by email](/en/faq/problemes-de-paiement/le-wallet-connecte-ne-detient-pas-assez-de-fonds.md)                  |
| Security verification in progress                   | Payment under verification                                      | [Payment blocked by the security check](/en/faq/problemes-de-paiement/paiement-bloque-ou-en-cours-de-verification-de-securite.md) |
| Time limit exceeded                                 | Countdown finished                                              | [Time limit exceeded](/en/faq/problemes-de-paiement/delai-depasse-ou-transaction-expiree-le-paiement-est-il-perdu.md)             |

### Information to give Lyzi

The short code, the amount, the time, the crypto and network used, and any message displayed on the customer's page. See [Find a transaction](/en/faq/transactions/comment-retrouver-une-transaction-et-son-code-court.md).

### Questions covered

* "The payment isn't confirming"
* "My payment isn't showing up"
* "It's been 5 minutes and still nothing"
* "Payment stuck pending"
* "The transaction stays in PENDING / AWAITING"
* "The customer paid but the tablet doesn't validate"
* "How long should I wait before calling?"


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