To facilitate a seamless shopping experience, our OneKey Store supports cryptocurrency payments through MixPay. However, we are aware that some customers might encounter payment issues. There are instances where transactions do not get processed correctly, often due to missing required information, such as memo tags or destination tags, for certain cryptocurrencies.
Steps to resolve the issue
If your payment has not been recognized and your order status has not updated, please follow these steps:
- Check Your Transaction Details: Verify that you’ve sent the correct amount of cryptocurrency. Ensure that all necessary information (such as memo/destination tags or other transaction details) was included at the time of the transaction.
- Contact MixPay Support Directly: If you identify an issue with the transaction details or if you’re unsure about whether you’ve provided all the necessary information, please reach out to MixPay. Contact MixPay support at customer@mixpay.me. Provide them with your transaction details, including any transaction IDs or confirmation numbers.
- Include Relevant Information in Your Email: Your order number on OneKey Store, details of the cryptocurrency used for the payment, transaction ID and any other relevant information.
- Follow Up: MixPay will work directly with you to resolve any issues with the transaction.