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Troubleshooting Guide

Get help resolving common issues with reply.cash. Find quick fixes for transaction problems, wallet connections, payment failures, and more.

Common Issues and Solutions​

Transaction Pending​

Problem: Your transaction is stuck in pending status.

Solutions:

  • Wait for network confirmation (usually 1-2 seconds on Solana)
  • Check network status in Settings
  • Verify your internet connection is stable
  • Check transaction status on Solana Explorer

Failed Transaction​

Problem: Transaction failed to complete.

Solutions:

  • Verify you have sufficient USDC balance
  • Ensure you have SOL for gas fees (< $0.01)
  • Check that the amount is within transaction limits
  • Verify recipient details are correct
  • Try again after a few minutes

App Freezing​

Problem: The app becomes unresponsive or freezes.

Solutions:

  • Force close the app and restart it
  • Clear browser cache and cookies
  • Try using a different browser
  • Update to the latest app version
  • Disable browser extensions temporarily

Balance Not Updating​

Problem: Your balance doesn't reflect recent transactions.

Solutions:

  • Pull to refresh the page
  • Check your internet connection
  • Wait a few seconds for blockchain confirmation
  • Clear cache and reload the page
  • Check transaction status on block explorer

Mobile Money Account Issues​

Problem: Issues with mobile money account receiving payments.

Solutions:

  • Verify your phone number is registered with the mobile money provider
  • Ensure your mobile money account is active and not suspended
  • Check if your account has any restrictions or limits
  • Contact your mobile money provider (Safaricom, MTN, Airtel, etc.) for account issues
  • Verify the phone number format matches your country's requirements

Wallet Connection Issues​

Problem: Can't connect your Solana wallet.

Solutions:

  • Update your wallet to the latest version
  • Clear browser cache and cookies
  • Try disconnecting and reconnecting
  • Ensure your wallet supports Solana Connector Kit
  • Try a different wallet (Phantom, Solflare, Backpack)
  • Check that you're on Solana mainnet

Payment Not Received by Recipient​

Problem: Recipient didn't receive mobile money payment.

Solutions:

  • Verify the phone number is correct and matches registered account
  • Check transaction status in your dashboard
  • Ensure recipient's mobile money account is active
  • Wait 5-10 minutes for network processing
  • Verify the amount is within limits
  • Contact support with transaction hash

Wrong Phone Number or Account Number​

Problem: You entered the wrong phone number or account number.

Solutions:

  • If transaction hasn't completed: Cancel if possible, or contact support immediately
  • If transaction completed: Contact support with transaction hash
  • For mobile money: If number doesn't exist, funds may be returned automatically
  • For bank transfers: Contact support immediately - bank transfers may be harder to reverse
  • Prevention: Always double-check recipient details before confirming

Currency Conversion Issues​

Problem: Amount received doesn't match expected local currency amount.

Solutions:

  • Exchange rates fluctuate - check current rate at time of transaction
  • Review transaction details for exact conversion rate used
  • Some payment methods may have additional fees
  • Contact support if conversion seems incorrect

Transaction Limits Exceeded​

Problem: Payment failed due to transaction limits.

Solutions:

  • Check country-specific limits in Supported Platforms
  • Verify daily/monthly limits for your account
  • Split large payments into smaller amounts
  • Contact support to request limit increase (if available)

Mobile Money Account Not Active​

Problem: Recipient's mobile money account is inactive or suspended.

Solutions:

  • Recipient should contact their mobile money provider (Safaricom, MTN, Airtel, etc.)
  • Verify account is registered and active
  • Check if account has any restrictions
  • Try alternative payment method (different MNO or bank)

Bank Account Verification Failed​

Problem: Bank account verification failed or account not found.

Solutions:

  • Verify account number is correct (NUBAN format for Nigeria)
  • Ensure bank is supported (see Supported Platforms)
  • Check account is active and not frozen
  • Try again after verifying account details
  • Contact support if issue persists

Processing Delays​

Problem: Payment taking longer than expected to process.

Solutions:

  • Normal processing: 1-5 minutes for most transactions
  • Peak times: May take up to 10-15 minutes during high traffic
  • Bank transfers: May take 1-3 business days depending on country
  • Check transaction status in your dashboard
  • Contact support if delay exceeds expected time

Country-Specific Issues​

Kenya:

  • M-Pesa: Verify Till/PayBill number is correct
  • Airtel Money: Ensure account is registered
  • Bank transfers: Verify NUBAN account number

Nigeria:

  • Bank transfers: Verify 10-digit NUBAN account number
  • Ensure bank is supported
  • Check account is active

Ghana:

  • MTN Mobile Money: Verify phone number is registered
  • AirtelTigo: Check account status
  • Telecel: Verify account is active

Uganda:

  • MTN Mobile Money: Verify phone number format
  • Airtel Money: Check account registration

Malawi:

  • Airtel Money: Verify account status
  • TNM Mpamba: Check phone number registration

DR Congo:

  • Verify MNO account is active
  • Check phone number format

Payment Failed but USDC Was Deducted​

Problem: USDC was deducted from your wallet but the payment didn't complete.

Solutions:

  • Check if the transaction shows as failed in your dashboard
  • If payment failed, you're eligible for a refund
  • See our Refund Policy for instructions on requesting a refund
  • Contact support via tawk.to (in app) or Discord
  • Provide transaction hash, payment country, and payment method

Contact Support​

Get Help​

  1. Browse FAQ: Check our FAQ page for immediate answers
  2. Discord Community: Join discord.gg/x8cnwh3g25 for community support
  3. Twitter/X: Reach out to @replydotcash
  4. Contact Support: Open a support ticket (attach screenshots when possible)
  5. Response Time: Our team responds within 24 hours
  6. Urgent Issues: Use live chat during business hours

When Contacting Support​

Include the following information:

  • Transaction hash (if applicable)
  • Screenshots of the error
  • Steps to reproduce the issue
  • Browser and wallet information
  • Error messages (if any)

See Also​