> 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/mon-client-sest-trompe-de-reseau-ou-de-crypto.md).

# My customer used the wrong network or crypto

If your customer sent their funds **on a network other than** the one chosen on their payment page, or **a crypto other than** the one selected (for example USDT instead of USDC), **the transaction stays pending confirmation**.

Neither you nor your customer necessarily knows it: on your side, you simply see a payment that doesn't get validated.

### What to do

1. **Ask your customer whether they sent the right thing**: the crypto and network chosen on their payment page.
2. **If the customer made a mistake** (or thinks they did), ask them to **explain the problem to Lyzi support via payer assistance**: the **blue button at the bottom right** of their payment page.
3. **Don't promise anything** to the customer: neither recovery of the funds, nor a timeframe.
4. **Don't recreate a transaction** to restart the same payment until the customer has contacted assistance, unless they choose to pay another way.

{% hint style="warning" %}
As long as your device doesn't display "Payment validated", the payment has not been received. Don't hand over the goods.
{% endhint %}

### How to avoid it

* Remind the customer to send **the same crypto, on the same network** as those chosen on their page. The page displays a warning to this effect.
* If their crypto isn't on the list, they must **exchange it before paying**: with the two small arrows at the top of the page (wallet connected), on pay.lyzi.io/otc, or in their wallet or exchange. See [Exchange a crypto before paying](/en/faq/cryptomonnaies-wallets-et-exchanges/comment-mon-client-peut-il-echanger-swap-sa-crypto-avant-de-payer.md).
* Stablecoins (EURC, USDC) are the simplest: no wallet to connect.

### Questions covered

* "I sent on the wrong network"
* "My customer used the wrong network"
* "My customer sent USDT instead of USDC"
* "My customer sent on Ethereum instead of Polygon"
* "Are the funds lost?"
* "Wrong crypto sent"
* "How do I recover funds sent on the wrong network?"
* "The payment isn't going through and the customer doesn't know why"


---

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