> 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/pourquoi-le-paiement-de-mon-client-ne-passe-pas-toutes-les-causes.md).

# Why isn't my customer's payment going through? All the causes

A payment that "doesn't go through" almost always has an identifiable cause. **First look at your customer's payment page**: that's where the message explaining the problem is displayed. Never recreate a transaction if the customer has already sent their funds.

### Finding the cause

| What happens                                                                                  | Probable cause                                                                                                              | What to do                                                                                                                                               |
| --------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------- |
| The customer can't open the payment page                                                      | QR code scanned from a wallet or exchange, expired QR code, app or cash register not synchronized                           | [The QR code doesn't work](/en/faq/problemes-de-paiement/mon-client-narrive-pas-a-scanner-le-qr-code.md)                                                 |
| The displayed time limit has been exceeded                                                    | Transaction expired                                                                                                         | [Time limit exceeded or transaction expired](/en/faq/problemes-de-paiement/delai-depasse-ou-transaction-expiree-le-paiement-est-il-perdu.md)             |
| The page shows a missing amount                                                               | The customer sent less than requested (forgotten fees, amount copied incorrectly)                                           | [Insufficient amount](/en/faq/problemes-de-paiement/mon-client-a-envoye-un-montant-insuffisant-montant-manquant.md)                                      |
| "The connected wallet does not hold enough funds", balance at 0                               | Customer logged in by email instead of their wallet                                                                         | [Customer logged in by email: balance at 0](/en/faq/problemes-de-paiement/le-wallet-connecte-ne-detient-pas-assez-de-fonds.md)                           |
| "The connected wallet does not hold enough funds"                                             | Customers often forget blockchain fees and plan for the exact amount requested by Lyzi, instead of allowing a small margin. | Allow a margin on the crypto used for the payment.                                                                                                       |
| The customer's crypto isn't on the list                                                       | Non-accepted crypto (USDT, Bitcoin, Solana...)                                                                              | [Non-accepted crypto](/en/faq/cryptomonnaies-wallets-et-exchanges/mon-client-veut-payer-en-usdt-en-bitcoin-ou-avec-une-crypto-non-acceptee-que-faire.md) |
| The payment stays pending and the customer may have sent another crypto or on another network | Wrong network or wrong crypto                                                                                               | [Wrong network or wrong crypto](/en/faq/problemes-de-paiement/mon-client-sest-trompe-de-reseau-ou-de-crypto.md)                                          |
| The payment is "under verification" by security                                               | Anomaly detected by the security check                                                                                      | [Payment blocked by the security check](/en/faq/problemes-de-paiement/paiement-bloque-ou-en-cours-de-verification-de-securite.md)                        |
| Amount below €0.50 on a Nepting terminal                                                      | Minimum amount not reached                                                                                                  | Crypto payment not possible, offer another payment method.                                                                                               |
| WhiteBIT payment refused                                                                      | Amount outside WhiteBIT limits (€5 to €9,000)                                                                               | The customer chooses another payment method.                                                                                                             |
| No payment possible at all                                                                    | App disconnected, cash register not assigned or not activated                                                               | [Cash register, terminal or app no longer working](/en/faq/application-et-terminaux/je-ne-peux-plus-encaisser-caisse-terminal-ou-application-bloques.md) |

### If you can't find the cause

[Contact Lyzi](/en/faq/support/comment-contacter-le-support-lyzi.md) with the short code, the amount, the time and the message displayed on the customer's page.

### Questions covered

* "The payment isn't going through"
* "Payment refused, why?"
* "My customer's payment failed"
* "Error during crypto payment"
* "My customer can't pay"
* "It doesn't work"


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