Help
FAQ & Support
Answers to common questions and how to reach the PayLio team.
Frequently asked questions#
Do I need to verify my identity (KYC)?+
No. You can create an account and accept payments right away. The on-ramp provider verifies the customer when required.
Which wallet should I use?+
Any wallet that can receive USDC on Polygon, for example MetaMask, Rabby or Trust Wallet. Exchange deposit addresses work if the exchange supports USDC on Polygon.
How fast do I get paid?+
Card payments are settled to your wallet as soon as the provider completes the payment, usually within minutes. Direct crypto is forwarded after the deposit is confirmed on-chain.
Why does the customer see a different provider?+
Providers differ by country, payment method and minimum amount. With multi the customer only sees providers that work for them.
A payment is paid at the provider but still unpaid in PayLio.+
Providers can take a few minutes to report back. If it is still unpaid after 30 minutes, contact support with the payment ID.
What does underpaid mean?+
Less arrived than expected, for example because the provider charged extra fees. No webhook is sent. Contact support with the payment ID so we can resolve it.
How do I refund a customer?+
Send the refund from your own wallet. PayLio does not hold your funds, so it cannot refund on your behalf.
My webhook was not received.+
Webhooks are sent once. Check that your URL uses HTTPS, is public and is not blocked by a firewall, then reconcile the order with the Payment Status API.
How do I upgrade to Catalyst?+
Open the live chat on paylio.org/pricing or message us on Telegram.
Contact support#
When you contact us about a payment, include the payment ID so we can find it quickly.