A payment hasn't arrived

1. Is Biscuit up to date and synchronized?

The status bar must say Synchronized: payments in blocks not yet scanned don’t show. Check your version in Help › About against the download page; very old versions can stop working when Monero changes its rules.

2. Is it on the blockchain?

Ask the sender for the transaction ID and look it up on a block explorer. If it isn’t there, the payment never reached the network: the sender has to send it again (see A payment I sent failed).

3. Monero: import it

If it’s on the blockchain, use Tools › Import transaction with its ID. Check you’re looking at the right account.

4. Was it sent to your address?

Tools › Address checker tells you whether the address it was sent to belongs to this wallet. If it doesn’t:

• you may have opened the wrong wallet;
• the address may have been copied wrong;
• or malware may have swapped the address in your clipboard. Check your computer.

Coins sent to an address that isn’t yours can’t be recovered, by us or anyone.

5. Ask for a proof

Ask the sender for a payment proof (OutProof) or the transaction key, and check it with Tools › Verify transaction proof. If they can’t give one, they may not have paid you.

For Bitcoin and Litecoin, the explorer shows everything: if the payment is there to one of your addresses, and Biscuit doesn’t show it, the address may be more than 20 addresses beyond the last one used: Biscuit, like most wallets, stops looking after 20 empty ones (see Addresses). Write to us and we’ll help you get it back.