Transaction Troubleshooting

Purchases

Coins not received:

• Check wallet address and blockchain explorer.

• If frozen internally, approve or refund once verified.

Cash inserted but not registered:

• Verify with Entropy; escalate to Ops if mismatch.

Withdrawals

Customer didn’t send enough coins:

• Ask for a top-up or issue a new redemption code.

• Always confirm phone number and preferred location.

Machine dispenser errors:

• Record details, notify Ops on Slack, and issue new redemption when confirmed.

Common Fixes

• QR not scanning: Check brightness, distance, and wallet type

• No receipt: Offer digital copy

• Machine offline: Notify via Slack