# Payment problems: wrong amount, wrong network, not confirmed

> What to do when a crypto payment was too small, too large, split, sent on another network or isn't confirmed.

Canonical page: https://buildpropfirm.com/help/payment-problems  
Topic: Plans, payments & billing  
Last updated: 2026-11-08

## 1. Why a payment isn't confirmed automatically

Payments are matched automatically only when **one** transaction of **exactly** the amount shown arrives at the address of your order, on the network you chose, after the order was created. Anything else waits for a person to look at it:

- the amount was lower (for example a fee was deducted) or higher;
- the amount was sent in two or more transactions;
- a different coin or network was used;
- the same transaction was meant to pay two orders.

## 2. Don't pay a second time

If your payment wasn't confirmed, do not send the full amount again — that creates a second payment we then have to refund by hand. Your money is not lost: our team can match it manually.

## 3. Contact us with these details

Open a ticket under **My tickets** (or use the **Open support ticket** form on the order page), or write to us on Telegram or by email. Include:

- your **order number** (MG-…);
- the **transaction hash** (TxID) and the coin and network;
- the amount you sent.

We check the blockchain and either complete your order, ask you to send the difference, or refund the payment.

> All support channels: [Contact support](https://buildpropfirm.com/help/contact-support).

## 4. Overpayments and duplicates

An overpayment or a duplicate payment is refunded in full, by hand, to a wallet address you confirm — in the same coin and network where possible, minus the network fee. See [Refunds](https://buildpropfirm.com/help/refunds).

## Related guides

- [Pay with cryptocurrency](https://buildpropfirm.com/help/pay-with-crypto): Step by step: choose a coin and network, send the exact amount before the timer ends, and wait for the blockchain confirmation.
- [Refunds](https://buildpropfirm.com/help/refunds): When a payment is refunded, how crypto refunds are sent and what happens to your API access.
- [Contact support](https://buildpropfirm.com/help/contact-support): Open a ticket, write to us on Telegram or by email, and include the details that let us solve your problem on the first reply.