Troubleshooting
Practical checks for unavailable routes, wallet issues, and payments that are still pending.
Start with the payment's current state. A problem before submission needs different checks from a transaction that has already been sent to a network.
No route is available
Check the connected wallet, source asset and network, receiving asset and network, and amount. Make sure you are looking at options offered by the app rather than assuming every token in your wallet can be used.
An unavailable route can reflect limited coverage, liquidity, or temporary conditions. If another supported asset is available to you, review its quote before deciding whether to use it. Otherwise, try again later or ask the recipient whether another supported receiving preference would work.
Read assets and networks for the coverage model.
The wallet shows the wrong account
Check the active account in your wallet and compare it with the one connected in the app. If necessary, disconnect through the available connection controls and reconnect the intended account.
If the expected asset is still missing, check the network and asset holding in your wallet. A connected account and the account holding your funds may be different.
A wallet request was rejected
If you rejected a signature or transaction before submission, review the payment details before trying again. If the wallet reports an error, keep its message and check whether it identifies insufficient funds, a gas requirement, or a network problem.
A rejected request and a failed on-chain transaction are different outcomes. If a transaction hash exists, inspect its status rather than assuming nothing was submitted.
A payment is still pending
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Open the payment record. Check the latest payment status and any transaction references.
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Identify the confirmed step. A source transaction can complete before the destination settlement. Check the network associated with each reference.
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Compare with the quoted estimate. Network and route conditions can change. The estimate is not a guaranteed deadline.
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Keep the references before retrying. Confirm the first payment's outcome before submitting another payment for the same request.
The recipient cannot see the funds
Compare the receiving address, asset, and destination network in the payment record with the wallet the recipient is viewing. Also check whether the overall payment is complete or only its source transaction has confirmed.
The recipient may be viewing a different account or network. Use the transaction reference to identify the destination before changing payment details or sending again.
The link is expired or incorrect
Ask the recipient to verify the request and provide an updated link if needed. Do not assume a different link with a similar label belongs to the same payment.
Gather the details for help
Keep the payment reference, transaction hashes, connected public wallet address, source and destination networks, amount, approximate time, and exact error message. Share only what is necessary through a verified Reway support channel available in the app or official site.
These docs do not specify a support email, response-time commitment, or automatic refund policy. Never provide a recovery phrase or private key to investigate a payment.