A payment hasn't arrived

Someone says they paid you, but it doesn’t show. Go through these in order.

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.