> 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/questions-frequentes/que-repondre-aux-questions-de-mes-clients-sur-le-paiement-crypto.md).

# How should I answer my customers' questions about crypto payment?

Short, accurate answers to reassure your customer **without ever improvising**. If a question goes beyond this scope, don't promise anything and contact Lyzi.

### Before the payment

**"Which cryptos do you accept?"** EURC, USDC, ETH, WBTC, POL and AVAX, on several networks. The full list is displayed on your payment page.

**"Can I pay in USDT?" / "My crypto isn't on the list."** Exchange it with the two small arrows at the top of the payment page (wallet connected), on pay.lyzi.io/otc, or directly in your wallet or exchange. The simplest: USDC or EURC.

**"Which wallet can I use?"** In EURC or USDC, any wallet that lets you enter an address and an exact amount, without connecting. For the other cryptos, 498 compatible wallets, to connect at the top left.

**"Can I pay from my exchange?"** KuCoin Pay and WhiteBIT are integrated. If your exchange doesn't appear in the list, don't worry: you can pay directly from your preferred platform, by making a crypto withdrawal to the payment address that will be displayed in your Lyzi payment experience. *Only possible in USDC and EURC*

**"Why are there fees?"** Service fees apply to the payer. They are displayed on your payment page.

**"What do I scan the QR code with?"** With your phone's camera, not with your wallet or exchange app.

### During the payment

**"How long does it take?"** About 2 minutes for the payment to confirm.

**"My payment isn't showing up."** Keep your payment page open: that's where any message is displayed. Let's look at it together.

**"The time limit is exceeded, have I lost my payment?"** No. A payment sent after the time limit can still be validated. Let's wait for the confirmation on the tablet.

**"I'm logged in by email and it doesn't go through."** In ETH, WBTC, POL or AVAX, log back in with your wallet, at the top left of the screen.

**"I'm missing a small amount."** Send the missing amount displayed on your page, to the same address, with the same crypto and on the same network.

### When there's a problem

**"I sent on the wrong network." / "I used the wrong crypto."** Explain the problem to Lyzi support with payer assistance, the blue button at the bottom right of your payment page.

**"My payment is blocked, why?"** "The payment is being verified by the security system. The Lyzi team will get back to us."

**"Can I get a refund?"** A refund is possible, we're making the request to Lyzi. It isn't instant.

**"How do I contact Lyzi?"** With payer assistance: the blue button at the bottom right of your payment page.

{% hint style="danger" %}
Never promise recovery of funds or a refund timeframe. Don't make any assumptions about the origin of a customer's funds.
{% endhint %}

### Questions covered

* "What should I tell my customer?"
* "How do I reassure a customer?"
* "My customer is asking a question, what do I answer?"
* "Standard phrases for the checkout"


---

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