Fix a payment that fails or stalls

When you would do this

When a payment has not arrived and your counterparty is asking, or when something has been sitting in the signing queue longer than you expected.

Steps: find out where it actually is

1. Open Operation › Signing and look for it there first.
2. If it is not in the signing queue, open Operation › Ledger and find it there.
3. Open the item and read the timeline. It tells you which stage it reached and when.

Where it is determines what you can do.

Still in the signing queue

The payment has not been sent. Nothing has left your account.

• Checking: screening is still running. Wait.
• Flagged: it needs a flag resolved before anyone can sign. See "Resolve a flagged payment".
• Blocked: it will not be sent. Reject and archive it.
• Waiting on signatures: it shows progress such as "1 of 2 signed". Chase the other signer.
• Expired: the signing window closed. Create the payment again.

While a payment is in the queue you can cancel it. Cancelling stops the compliance check and marks the request cancelled. It cannot be undone, but no money has moved.

Broadcast but not confirmed

The payment has been sent to the network and is waiting to be included. The Ledger shows it as pending with an on-chain reference.

You cannot cancel or speed this up from Stablerail. A payment sent at a slow fee during congestion can take much longer than the estimate. Wait, and check the on-chain reference on a block explorer if you want to see the network's own view.

Settled but the recipient says it did not arrive

The payment reached the address on the network you chose. Check both against what the recipient expected. If the network was wrong, see "What can and cannot be reversed", and contact your account manager.

When to contact support

Contact support when a payment has been broadcast and appears genuinely stuck rather than slow, when the timeline stops at a stage you cannot explain, or when the Ledger and the network disagree. There is no self-service retry for a broadcast payment, so this needs us.

Have the transaction reference ready.

Common problems and what they mean

Nothing happens after you sign. You were not the last required signer.

"Violation detected." A policy blocks it. Cancel and create a compliant payment.

An incoming deposit never appeared. Use Import transaction on the Ledger with the explorer link. See "View balances and history".

Everything is stuck at once. Check whether an emergency lock is engaged, on Settings › Security.