Frequently Asked Questions

Platform Introduction

What is UtcPay?

UtcPay is a non-custodial digital asset payment protocol. The system is able to establish Web3-based digital asset payment channels in the shortest possible time. Web2 companies can enter the Web3 industry without changing their existing core business logic, thus benefiting from the rapid growth potential of the Web3 ecosystem.

Is UtcPay decentralized?

Yes, UtcPay is built with smart contracts, enabling fund custody without centralized institutions, ensuring transaction transparency and security. All transactions are confirmed on-chain, and user funds remain unaffected even if the server fails.

How does UtcPay work?

UtcPay is a secure and efficient decentralized payment solution designed for merchants. In UtcPay, merchant funds are not stored on the platform but securely stored in smart contracts customized for each merchant. This allows merchants to have full control over their funds and manage the flow of funds directly through smart contracts.

To ensure the security and transparency of funds, UtcPay utilizes multi-signature technology. This means that the use of funds requires the joint approval of multiple authorized parties. Merchants can specify multiple authorized parties, such as multiple executives or finance personnel, to jointly supervise the secure use of funds.

The core function of the UtcPay platform is to provide cryptocurrency payment processing services, including payment collection and deposit/withdrawal services. It helps merchants receive payments, manage orders, and securely transfer funds to the wallet addresses specified by merchants. By combining smart contracts and multi-signature technology, UtcPay ensures the security and reliability of the payment process while providing merchants with a convenient payment method.

In summary, UtcPay is a decentralized payment platform that utilizes smart contracts and multi-signature technology to ensure the secure management of merchant funds and provides efficient and convenient payment processing services, greatly improving the payment experience for merchants and users.

Does UtcPay hold any licenses?

UtcPay, as a decentralized payment protocol, typically does not hold traditional financial payment licenses.

Supported Blockchains and Cryptocurrencies

Which blockchains does UtcPay support?

UtcPay currently supports mainstream EVM-compatible public chains such as Ethereum, TRON, and BNB Chain (formerly BSC), with plans to expand to more compatible chains. Additional chains can be activated through the backend application.

Most merchants choose the TRON chain because it offers more secure and stable transactions with relatively lower network fees.

Unsupported chains: Currently does not support non-EVM public chains such as Solana and Bitcoin.

Which cryptocurrencies does UtcPay support?

UtcPay supports multi-chain and multi-currency operations, including mainstream currencies such as USDT, USDC, BNB, and ETH. Theoretically supports ETH and all ERC20 tokens, as well as TRX and TRC20 tokens on the TRON chain.

Please refer to Supported Currencies for the specific list of currently supported cryptocurrencies.

Unsupported currencies: Currently does not support non-EVM public chain tokens such as Solana and Bitcoin.

Can I apply to add new cryptocurrencies?

Yes. Merchants can submit applications to the UtcPay team to add different currencies. Please contact our business team for negotiation.

How to add cryptocurrencies?

1. Access the currency management module: Log in to the UtcPay merchant backend, navigate to System Settings - "Currency List" to enter the currency configuration page
2. Select chain and currency type: Click "Add Currency", select the main chain (such as TRON) and target currency (such as USDT), supporting mainstream tokens and custom contract assets
3. Connect wallet and confirm signature

How to enable BSC chain?

1. Log in to the admin backend
2. Click on the top right corner - Chain - Select the chain to enable (BSC), enter the corresponding wallet administrator address for that chain
3. Confirm addition and wait for system administrator approval

How to enable ETH chain?

1. Log in to the admin backend
2. Click on the top right corner - Chain - Select the chain to enable (ETH), enter the corresponding wallet administrator address for that chain
3. Confirm addition and wait for system administrator approval

How to enable TRON chain?

1. Log in to the admin backend
2. Click on the top right corner - Chain - Select the chain to enable (TRON), enter the corresponding wallet administrator address for that chain
3. Confirm addition and wait for system administrator approval

Fund Security

What is UtcPay's fund storage method?

UtcPay uses on-chain smart contracts for asset custody. Merchant and user funds are not centrally held by the platform, ensuring asset decentralization and verifiability. All funds enter on-chain sub-contracts, are held in custody by contracts and controlled by multi-signature, the platform does not hold user private keys, and security is guaranteed by on-chain mechanisms.

How does UtcPay ensure fund security?

UtcPay ensures payment security through a combination of "on-chain execution + multi-signature control + secure signer", suitable for high-frequency, sensitive enterprise-level fund operations.

Specific measures include:

1. Multi-signature technology: Critical operations require simultaneous signature confirmation from multiple preset account addresses
2. Smart contract custody: Funds are stored in on-chain smart contracts, inaccessible to the platform
3. Signer isolation: Private keys are permanently stored in the local environment, inaccessible to the platform
4. Guardian validation: Every transaction undergoes compliance and risk control verification before signing
5. Open source audit: Smart contracts are open source and have passed security audits by ExVul

Can merchants control their own funds?

Yes, merchants can control their funds at any time. UtcPay uses a decentralized contract mechanism where merchant assets are not held in custody by the platform, and fund permissions are entirely in the merchant's hands.

Does UtcPay have the right to dispose of merchant assets?

No.

Most Web3 payment providers operate in a custodial model, where payments are received through their own managed wallets and require an intermediate step from the provider for the payment to be disbursed to the merchant. In this model, merchants do not have direct control over their assets and there is a certain level of risk involved.

UtcPay does not act as an intermediary and operates in a completely non-custodial model, where every intermediate step is connected to decentralized smart contracts. Modifying permissions requires merchant wallet authorization, and the wallet private key is solely held by the merchant. Merchant assets are completely controlled by the merchant themselves, and UtcPay cannot dispose of merchant assets.

Our smart contracts are open source and have undergone security audits by ExVul. Once deployed, we cannot make any further modifications to the contracts, and every transaction and code modification can be traced on the blockchain.

Are the contracts open source and security audited?

Yes, UtcPay smart contracts are fully open source and have been security audited by third-party auditing agency ExVul. Even if the server fails, all transactions are confirmed on-chain and will not affect user funds.

Once deployed, merchant cold contracts cannot be replaced, but administrators can be added and removed through management multi-signature.

If the project shuts down, can wallet assets still be retrieved?

Yes. Our wallet contracts are deployed on the blockchain and will exist permanently. Even if the platform stops service, you can use Remix (Ethereum's official online contract interaction tool), enter the contract address, connect your wallet account, directly execute functions in the contract, and retrieve funds.

Once deployed on-chain, smart contracts will always exist on the blockchain and can be retrieved through contract methods.

Where are deposited funds stored? Are they secure?

All funds enter on-chain sub-contracts, are held in custody by contracts and controlled by multi-signature. The platform does not hold user private keys, and security is guaranteed by on-chain mechanisms.

How is user privacy protected?

Uses on-chain anonymous addresses and zero-knowledge proof technology to maximize protection of user privacy information.

Multi-Signature Mechanism

How does the multi-signature mechanism work?

The multi-signature mechanism (Multi-Signature) requires simultaneous signature confirmation from multiple preset account addresses before critical operations (such as transfers) can be performed. The operation will only be executed when the preset number of signatures (such as 2/3 or 3/5) is met.

This mechanism ensures:

• Prevention of single-point operation errors or internal malicious acts
• Enhanced fund security
• Implementation of enterprise-level permission management

What is the difference between UtcPay multi-signature and MPC multi-signature?

UtcPay uses on-chain native contract-level multi-signature, where signature participants and quantities are publicly transparent; while MPC multi-signature uses off-chain key sharding to collaboratively generate signatures, with participants invisible to users, leaning more towards a custodial solution.

Specifically, MPC multi-signature splits a private key into multiple fragments, with the merchant, third party, and provider each holding 1/3. When a signature is required, the fragments are reassembled to form a complete private key for signing.

UtcPay uses the Gnosis Safe multi-signature solution, implementing multi-signature functionality through multi-signature smart contracts. The wallet is unique and solely controlled by the merchant.

Advantages of UtcPay multi-signature compared to MPC:

• Verifiable: On-chain native contracts with publicly transparent signature participants
• Traceable: Every transaction and code modification can be traced on the blockchain
• Manageable: Merchants can manage signers and signature rules at any time
• Recoverable: Even if some signers are lost, recovery is still possible through remaining signers

Who can be multi-signature administrators?

Multi-signature administrators are typically set by the merchant themselves and can include:

• Core member wallets of the merchant
• Finance wallets
• Executive wallets

Merchants can designate multiple authorized parties to jointly supervise the secure use of funds. A minimum of 3 administrator wallets is required.

How to configure multi-signature settings?

1. Access multi-signature settings page: Log in to UtcPay merchant backend, navigate to "System Settings" - "Multi-Signature Management" module, view current multi-signature configuration and click "Modify Settings"
2. Configure multi-signature parameters: Set hot wallet maximum limit, balance interval time, modify hot wallet, etc.
3. Generate on-chain change proposal: Administrator proposes, system creates proposal, requires signature confirmation according to original multi-signature rules before taking effect
4. Proposal takes effect after approval by other administrators

Does the platform support on-chain multi-signature approval?

Supports custom multi-signature contract processes to ensure fund security.

Signer and Guardian

What is a signer?

UtcPay's signer is a secure signing service deployed on the merchant's internal network. It implements digital signatures for on-chain transactions through private key isolation, ensuring that private keys are absolutely not exposed, and supports multi-signature approval processes and batch transfer signing.

What is the core function of the signer?

Used for locally signing on-chain transactions, ensuring private keys are not leaked, enabling secure, efficient, and controllable asset operations.

Does the signer expose private keys?

No. The signer permanently stores private keys in the local environment or hardware modules. Private keys never go online, and the platform cannot access them. The signer only signs transaction hashes, and the platform cannot restore plaintext transaction content, ensuring transaction content is not leaked.

Does the signer support batch processing?

Yes, the signer can batch sign multiple transactions such as withdrawals and aggregations, improving on-chain operation efficiency.

Why is using a signer more secure than directly using private keys?

Because the signer isolates private keys in a controlled environment and implements layered isolation of operation permissions, preventing private key leakage and operation overreach. Even if the server is attacked, private keys cannot be obtained.

Can the signer still process transactions when offline or shut down?

No. The signer must be online to participate in on-chain transaction signing.

Can one signer control multiple merchants?

Not recommended. We recommend one signer per merchant to avoid permission conflicts. If sharing is necessary, strict multi-signature structures and access isolation should be configured.

What is a guardian?

The guardian is a core component used by UtcPay to perform secondary verification of transaction legitimacy before on-chain transaction execution.

What is the main function of the guardian?

Before the transaction is handed to the user for signing, verify whether the transaction meets compliance, risk control, and policy requirements.

What does the guardian verify?

Checks whether withdrawal addresses and multi-signature parameter modifications meet expectations.

Why is the guardian important?

Helps build a firewall mechanism for fund security, avoiding erroneous transactions, permission abuse, or abnormal platform operations being signed.

What are the advantages of the guardian?

Enhances security and blocks malicious transactions. The guardian verifies each signature data before signing, effectively identifying malicious addresses, abnormal amounts, and forged requests, preventing "fake transactions" from entering the signing process.

Merchant Registration and Onboarding

How to start accepting cryptocurrency payments?

To start accepting cryptocurrency, you need to obtain a registration invitation code through business contacts, register a merchant account on the UtcPay platform, and integrate it into your website or physical store following our guidelines. Once integrated, you can start accepting cryptocurrency payments.

Please refer to the Quick Start guide for detailed instructions.

How to obtain a registration invitation code?

Please obtain the registration invitation code through business personnel. You can contact our business team by sending an email to bd@utcpay.com.

How to choose the merchant version?

UtcPay offers three merchant versions: Standard, Lite, and Pro. Please refer to Version Selection for specific differences.

Please choose the appropriate version based on your needs and actual business requirements.

Is there a fee to register a merchant on UtcPay?

Registration is free. For specific integration costs, contact business for a quote.

How to register as a merchant?

1. Merchant account registration: Register through the registration portal provided by UtcPay (such as the official website or sandbox environment), select the merchant version
2. Fill in administrator wallet: The system uses on-chain identity authentication, merchants need to bind one or more decentralized wallets as administrator identities to ensure the security of subsequent operations
3. Await approval: Wait for system approval after successful registration

Will there be difficulties in integration if I'm not familiar with blockchain?

UtcPay provides standardized APIs, integration documentation, and a visual backend. No in-depth understanding of blockchain principles is required, and merchants can complete integration and use without understanding smart contracts.

How long does it take to integrate payment and collection processes?

The team will provide technical support. Normally, merchants can complete integration and testing within 1 to 2 days.

Is there a test environment available?

A sandbox environment is provided. You can apply for a test API Key to simulate the entire process on the testnet.

How to claim testnet tokens?

Steps to obtain test tokens are available in the integration documentation - Quick Start.

API and Technical Integration

Where can I view the complete API documentation?

Documentation Link

How to integrate API interfaces?

1. Register merchant and obtain API credentials: Register a merchant account on the UtcPay platform, the system will assign API Key, API Secret and other credential information for subsequent interface calls and identity authentication
2. Read integration documentation and configure request parameters: Visit the official API documentation to understand interface specifications, field meanings, signature methods, etc., ensuring request structure meets requirements
3. Implement signature logic: All requests require HMAC-SHA256 signature verification to ensure communication security. Developers should implement signature algorithms on the server side to avoid key leakage
4. Test environment verification and production deployment: First integrate with the sandbox test environment to simulate the entire process of orders, payments, settlements, etc. After verifying that the API call logic is correct, switch to the mainnet, re-register the merchant and obtain the API Key for official deployment

How to obtain API credentials?

1. Complete merchant registration: Log in to UtcPay backend (mainnet or sandbox)
2. Obtain API credentials: In the backend "Organization Information" module, click reset API, copy API Key and API Secret
3. Switch between test and mainnet environments: A sandbox test environment is provided by default. After verification, the API can be switched to the mainnet environment for official business deployment

Does the system support callback notifications?

The system notifies merchants of order status through callback interfaces.

Do system interfaces support signature mechanisms?

All sensitive interfaces require signature verification for identity authentication.

Does the system support transaction status polling interfaces?

Standard status query interfaces are provided, supporting scheduled polling to confirm payment status.

Does the system support multi-environment deployment?

Supports deployment isolation for development, test, and production environments.

Can the system integrate internal user UIDs?

Supports passing merchant system UIDs for order binding and internal association.

Can IP whitelists be set?

Yes, through Admin Backend → Organization List → Edit List - Set IP Whitelist. Multiple IPs can be added.

How to download the ENV file?

1. Log in to admin backend - Select "Organization Information" module, click to download "ENV File"
2. View in the corresponding downloaded file

Wallet and Account Management

Which wallets does UtcPay support?

Currently, we recommend using MetaMask and TronLink, with more to be added in the future. UtcPay is compatible with wallets that support the EIP-6963 standard, including mainstream blockchain wallets such as MetaMask and TronLink.

Note: Phantom wallet is not currently supported.

Are the wallets used secure?

Download from official websites to ensure wallet security.

What is a cold wallet?

A cold wallet is a large custody smart contract used for securely storing and aggregating merchant assets. It is not directly used for daily payment collection, but for fund aggregation, risk control, and multi-signature protection. Used for long-term secure reserves, not directly participating in payment flows normally, funds can reach the finance wallet after administrator balancing.

What is a hot wallet?

A hot wallet is your configured finance wallet, used for daily withdrawal and transfer operations.

What is a sub-contract?

A sub-contract is an independent receiving address (smart contract) generated by the system for each order or user deposit. User payment funds go to the sub-contract wallet, and withdrawals require aggregating funds from sub-contract wallets to the cold contract.

Can merchants replace management wallets?

Yes. UtcPay supports merchants replacing management wallets. Merchants can submit replacement applications in the backend. After signature verification and multi-signature approval process, binding replacement is completed, ensuring operation security and process traceability.

How to view sub-contracts?

1. Log in to merchant backend: Enter UtcPay management backend, select "Fund Management" - Sub-contracts from the navigation bar
2. View sub-contract list: The system displays all sub-contract addresses for currently created payment collections
3. Click to view contract details: Supports clicking on individual sub-contracts to view their balance, bound order records, recent transaction details, receiving address sources, and other information
4. Support blockchain explorer viewing: Each sub-contract address can jump to the blockchain explorer with one click

Is there a limit on the number of receiving wallets that can be created?

No, the number created depends on the user's own needs.

Is blacklisting sub-contracts supported?

An interface is provided to blacklist sub-contracts.

What to do if black USDT is received?

The sub-contract can be blacklisted and the funds handled separately.

Backend Operations and Management

How to log in to the admin backend?

1. Open backend portal: Visit UtcPay merchant backend URL (mainnet or sandbox environment), enter the login page. Example: https://adm.utcpay.com or https://adm-sandbox.utcpay.com
2. Connect administrator wallet: Click "Connect Wallet", use browser plugin (such as MetaMask, TronLink) to connect the registered administrator wallet
3. Perform on-chain signature authentication: The system will pop up a signature request, administrators need to complete signature operation in the wallet to prove wallet control, the entire process does not require entering username or password
4. Successfully enter backend system: After signature passes, the system will automatically jump to the visual management backend, displaying payment collection, sub-wallets, multi-signature settings, aggregation records, and other functional modules

When logging in to the admin backend using a wallet plugin, I receive a "Connection Request Failed" or "Network Error" message. What should I do?

If you encounter wallet connection issues, please try the following steps:

• Check if your network connection is normal
• Ensure your browser supports Web3 and has the MetaMask or TronLink wallet plugin installed
• Check if your MetaMask or TronLink wallet plugin is installed and logged in
• Check if your wallet plugin is unlocked
• Try refreshing the page or restarting your browser, preferably waiting a few seconds after opening the webpage before proceeding
• If none of the above methods resolve the issue, please contact our technical support

Can the management backend be used on mobile devices?

Supports use on PC and mobile devices. Our management backend supports use on mobile devices, but we recommend using it on desktop for a better experience.

To use on mobile, you need to have the corresponding wallet app installed, such as MetaMask or TronLink. We recommend using the built-in browser in your wallet app to open the management backend for convenient connection to your wallet account and transactions.

Can merchants set different permissions for different employees?

Our management backend has three merchant member roles, all requiring wallet login:

• Administrator: Cold contract administrator responsible for configuring and managing the system, including adding and removing other personnel, configuring merchant contract parameters, etc. Cannot directly manage funds in the hot contract
• Treasurer: Hot contract administrator responsible for managing funds in the hot contract through multi-signature, including withdrawals, transfers, etc.
• Employee: Can only view data and perform operations that do not involve fund security. Cannot manage contracts and funds through multi-signature

How to add a new administrator?

1. Initiate add administrator proposal: In merchant backend, select "Organization Information" module - Members, click "Add", fill in new administrator wallet address
2. Generate on-chain multi-signature proposal: Administrator operation generates add administrator proposal, requires original administrators to sign and approve according to multi-signature rules
3. Multi-signature approval takes effect: When proposal meets preset number of signatures (such as 2/3), on-chain contract automatically completes permission update, new administrator officially takes effect
4. Role and permission synchronization: New administrator will have corresponding backend access permissions and operation scope after login

How to delete an administrator?

1. Initiate deletion request in backend: Enter UtcPay merchant backend "Organization Information" module - Click Members, select administrator wallet address to be deleted, click "Remove Administrator"
2. Generate on-chain multi-signature proposal: Administrator clicks "Delete" to generate on-chain proposal, proposal includes target wallet address and operation type
3. Execute multi-signature approval process: Existing administrators need to sign and approve the proposal on-chain according to current multi-signature rules (such as 3/4)
4. Automatically takes effect after approval: When proposal signature count meets requirements, on-chain contract will automatically remove administrator permissions, target address will no longer be able to access backend or perform any management operations

How to add employee login wallets?

1. Log in to UtcPay management backend, click "Organization Information" module, enter member list - employee account configuration page
2. Add new member: Click "Add Employee" button, fill in employee name, role (such as operations, finance, risk control, etc.)

How can merchants view payment collection statistics?

A visual management backend is provided where merchants can view transaction data and fund flows in real time.

Are reporting and reconciliation tools provided?

The management backend aggregates transaction data by day/week/month for convenient financial reconciliation.

What monitoring and alerting methods does the system support?

Supports multi-channel alerts such as Telegram and email.

Fund Operations

What is aggregation?

Aggregation is the process of consolidating user deposits and payment collection funds from sub-contracts to the cold wallet.

What is balancing?

Balancing refers to the process of transferring funds aggregated from sub-contracts to the cold contract to the finance wallet (hot wallet).

How to aggregate funds from sub-contracts?

1. Log in to management backend - Select Fund Management - Go to aggregation page
2. Select sub-contracts to aggregate on the aggregation page
3. Click batch aggregation
4. Connect wallet for signature confirmation
5. Wait for transaction success

Does fund aggregation need to be initiated manually?

The platform supports automatic aggregation configuration (such as scheduled aggregation), and can also manually initiate aggregation tasks, suitable for large amounts/specific scenarios.

How to perform cold wallet balancing operations?

1. Log in to admin backend
2. First time requires setting hot wallet balance threshold: Merchants can configure the maximum balance range for hot wallets in the backend to determine whether funds need to be supplemented from the cold wallet
3. Enter Asset Details module - Click "One-Click Balance" operation on the page
4. Connect wallet for signature confirmation operation

How can merchants withdraw funds?

Merchants can withdraw funds through the UtcPay management backend.

• Standard and Pro merchants need to balance funds from the cold wallet to the hot wallet, then the finance team withdraws to the specified wallet address through transfer (Pro version requires multi-signature)
• Lite merchants can directly use the One-Click Withdraw feature to withdraw funds from the cold wallet to their personal wallet address

How to perform withdrawals?

1. Initiate withdrawal application: Apply for withdrawal order through API interface, add corresponding amount and wallet
2. Log in to admin backend - Click Fund Management - Enter withdrawal page
3. Select withdrawal orders for approval
4. Connect wallet and click signature confirmation

Is batch or automatic distribution supported?

Batch distribution is supported.

How to integrate batch distribution?

If merchants need to integrate batch distribution functionality, they can integrate through the signer interface or backend batch transfer module. The system supports submitting multiple addresses and amounts at once, with unified on-chain transfers through the multi-signature mechanism.

Can collection and payment funds be separated independently?

Yes, we will help you deploy a batch transfer contract, with payment funds going through this contract, not intersecting with collection funds.

What does a new merchant need to do when using balancing for the first time?

Need to set the "Maximum Single Balance Amount" in multi-signature, refer to blog.

Does the maximum balance amount setting need to be set every time?

Only needs to be set once, no need to set again if parameters are not adjusted subsequently.

Payment and Collection

How long does payment confirmation take?

Payment confirmation time (i.e., transaction confirmation time) depends on the chosen blockchain and network congestion. Generally:

• TRON: Confirmation time is 1-2 minutes
• Ethereum: Confirmation time is 15 seconds to 1 minute

How long after user payment does it arrive?

Transactions arrive after blockchain confirmation, timing depends on on-chain network congestion. As long as the deposit is on-chain, it will arrive.

Does cryptocurrency price volatility pose a risk to merchants?

We recommend merchants use stablecoins as settlement currency, such as USDT, USDC, etc., which have a stable exchange rate of approximately 1:1 with the US dollar. This helps avoid risks from cryptocurrency price volatility for merchants.

Is fiat currency settlement supported?

UtcPay currently primarily supports on-chain digital asset payments. Fiat currency settlement requires integration with third-party payment gateways for conversion.

Can only cryptocurrency be used for pricing when collecting payments?

No, fiat currency pricing is also supported. The system automatically converts to the corresponding cryptocurrency amount based on real-time exchange rates.

Does UtcPay support fiat currency, bank card, and credit card payments?

UtcPay does not support direct payment with fiat currency, bank cards, or credit cards. Users should first exchange to cryptocurrency before making payments.

What fees do my customers need to pay?

We do not charge any additional fees to customers. Customers only need to pay the order amount and the network fee.

Does UtcPay support multi-currency simultaneous payment?

UtcPay supports multi-currency collection. Users can select different mainstream stablecoins on different chains (such as USDT-ERC20, USDT-TRC20, etc.) on the payment page, but each order is limited to one currency for payment.

Can users choose the payment chain?

If the same currency supports multiple chains, users can freely choose the chain for payment. The payment collection page will prompt users for the corresponding address and chain to deposit to.

How can customers make payments?

Customers can make payments through the following methods:

• Copy address for transfer
• Use wallet to scan QR code for payment

What should customers do after making a payment?

Wait for the page to display payment success before exiting the payment page.

Is one-click QR code payment supported?

Supports generating receiving QR codes for users to scan and pay.

What does the remaining time on the payment page mean?

The remaining time displayed on the payment page is the valid payment time for that order. Users need to complete the on-chain transfer within this time, otherwise the order will be considered timed out and invalid. After this time expires, the order will automatically close, and customers can place a new order for payment. The system default valid payment time is currently 60 minutes.

What should I do if payment is made after the valid payment time expires?

If the user makes an on-chain payment after the order has expired, the system may not automatically recognize the transfer. It is recommended that users promptly contact platform customer service and provide the transaction hash for manual processing.

Can the QR code address on the payment page be saved?

No. We provide a QR code address on the payment page for customers to make payments by scanning. The QR code address is a sub-contract address bound to the current order with a validity period of 60 minutes, after which it will be recycled.

Customers must never save the QR code address and use a wallet to transfer directly to that address. Payments must be made through our payment page by scanning the latest QR code to ensure correct order processing.

Is it normal for user payment to prompt contract address?

Normal. UtcPay using smart contract addresses for collection is part of the system design. Some wallets (such as imToken, TokenPocket) may prompt "Transfer to Contract Address", users can proceed with payment confidently.

Why does payment prompt contract risk?

Some wallets prompt "Contract Risk" because the payment target is a smart contract address, and the wallet cannot determine if the contract code is safe. This is a general reminder mechanism and does not indicate that UtcPay poses a risk. Users can proceed with payment confidently.

Can users pay any amount?

Supports setting floating amount ranges or specifying fixed amounts.

Can merchants reuse the same address for collection?

Supports address reuse, or can be configured for unique addresses per order.

Can users reuse the same payment collection address for payment?

UtcPay defaults to generating a unique payment collection address for each order to ensure payment amounts correspond one-to-one with orders, avoiding orders being unable to be automatically recognized or confused due to address reuse.

Is secondary verification of payment credentials supported?

Can be configured to use on-chain information or interfaces for secondary confirmation of payment credential authenticity.

Can users view transaction status?

Users can view transaction status in real time through blockchain explorers and payment interfaces.

Order Management

How to view payment collection orders?

1. Log in to merchant backend: Enter UtcPay management backend, click "Reconciliation Center" module, enter payment collection order list page
2. View order list and status: System displays all payment collection orders, including fields such as: order number, receiving address, amount, currency, status (pending confirmation/confirmed/settled), creation time, confirmation time, etc.
3. Filtering and search functions: Can filter orders by time, status, address, merchant order number and other conditions
4. On-chain data verification: Each order can be clicked to view details and jump to blockchain explorer to verify actual receipt records, block confirmation status, etc., ensuring data authenticity and verifiability

How to view deposit orders?

1. Log in to merchant backend: Enter UtcPay management backend, click "Reconciliation Center" module, open deposit order list page
2. View order details: System displays all user deposit orders, including fields: deposit address, deposit amount, currency, transaction hash, order status (pending confirmation/confirmed/aggregated), creation and arrival time, etc.
3. Filtering and export functions: Can filter and query deposit records by payment address, currency, status, time and other dimensions
4. Blockchain explorer verification: Click order details to jump to blockchain explorer (such as Tronscan, Etherscan) to view in real time whether deposit transactions are confirmed and arrived, enhancing data publicity and verifiability

Can customers request refunds?

Merchants have a refund interface in the API. Merchants can initiate refund requests through the API and then approve them in the management backend.

Customers who place orders through link payment can find the refund link in the receipt email and click the link to initiate a refund.

How to check refund progress?

Merchants can check refund progress in the management backend and can also query refund status through the API. We also provide callback notifications.

Customers can monitor their wallet balance to see if the refund has been received.

What should I do if the customer pays too little?

If the customer pays less than 50% of the order amount, the order will display "Payment Failed"; if greater than 50% but less than 100%, it will display "Partial Payment". Customers can contact the merchant for a refund and then place a new order for payment.

What should I do if the customer pays too much?

If the customer overpays, they can contact the merchant for a refund. We support merchants setting the refund amount and can refund the excess amount.

What should I do if the customer completes payment but the interface displays "Payment Failed"?

We apologize for any inconvenience caused. Customers can first check the on-chain transaction through their wallet to confirm if the money has been transferred. If confirmed that money has been transferred, they can contact the merchant, submit a ticket, and request a refund.

Merchants can refer to this blog for handling.

What to do if funds are confirmed transferred but not received?

Can query through transaction hash on blockchain explorer to confirm if the sub-contract address received payment.

How to check if payment has arrived?

Check which chain the user paid on, and query through the corresponding chain's blockchain explorer.

What if the user deposits to the wrong chain?

Can contact the UtcPay team for assistance.

What to do if deposit doesn't arrive?

Check if the deposit address and network are correct, and confirm if the transaction is complete on the blockchain explorer.

When is "order repair" needed?

When order status is abnormal (such as deposit arrived but status not updated, withdrawal signed but not broadcast), "order repair" can be executed to re-synchronize on-chain data.

How to repair abnormal orders?

Can be done through Admin Backend - Reconciliation Center - Payment Collection Report/Link Report - Order Repair. Refer to documentation for order repair based on transaction hash and order number provided by user.

Why is there no callback for timeout?

To prevent too many timeout orders.

GAS Fees and Network Fees

What is GAS fee? How is it charged? Is it paid by merchants or customers? How much is the fee generally?

GAS fee refers to the transaction fee that needs to be paid to miners or nodes when executing transactions or calling smart contracts on the blockchain, used to incentivize them to package and verify transactions. Ethereum uses ETH, TRON uses TRX, and Binance Smart Chain uses BNB.

On the TRON network, GAS fees are called energy fees and bandwidth fees. We collectively refer to them as network fees.

Who pays network fees:

• Merchants: When using multi-signature functions, aggregating and balancing funds, initiating withdrawals, setting multi-signature addresses, submitting transfer signatures and other on-chain related operations on the UtcPay management backend, network fees need to be paid
• Customers: Network fees need to be paid when paying for orders

How to pay: Network fees are paid using the native tokens of the corresponding blockchain, such as ETH for Ethereum, TRX for TRON, and BNB for Binance Smart Chain.

Fee amount: The specific fee depends on the complexity of the transaction and the congestion level of the network. Generally, the more congested the network, the higher the network fee. Additionally, because ETH has higher value, Ethereum's network fees are higher than TRON's.

Reference fees:

• TRON TRC20 Transferring one USDT requires approximately 66,500 energy, which is about 0.8 USD at current TRX market price
• Binance Smart Chain BSC Transfer is approximately 0.01 USD per transaction
• Ethereum ETH Fees are higher, depending on network congestion

How to reduce GAS fees: TRON (TRC20) can reduce gas by purchasing energy. Can be configured in the backend for automatic energy purchase.

Are transfer fees the same for different blockchains?

Transfer fees vary for different blockchains. ETH, BNB, TRON and other chains have different network structures and congestion levels, GAS unit prices and consumption amounts differ, ultimately leading to different transfer fees per transaction.

What impact does network congestion cause?

Will cause network fees to increase and slower transfer arrival speeds.

How to configure energy purchase?

Refer to blog for configuration.

Fees and Settlement

What is UtcPay's fee structure?

Merchants register for free on the UtcPay platform. Fees include one-time integration costs and subsequent transaction fees. Specific integration costs need to contact business.

• Standard and Pro merchants only need to pay a certain percentage of fees when balancing funds from the cold wallet to the hot wallet
• Lite merchants only need to pay a certain percentage of fees when withdrawing funds from their personal wallet

Fee model: Volume-based tiered pricing, the larger the volume, the lower the fee. Contact the merchant team for detailed information.

Please contact our business personnel to negotiate fee percentages.

Are fees fixed?

No, fee percentages need to be negotiated with business personnel.

Payment Interface and Customization

What is link payment?

Link payment is when merchants generate a payment link (URL) and send it to users. Users click the link to open the payment page in a browser (or within an App) and complete payment.

How to accept cryptocurrency payments in physical stores?

To accept cryptocurrency payments in physical stores, you can use the Link Payment feature provided by UtcPay to create online links for your products and download QR codes to display on corresponding product labels. Customers can scan the codes to place orders and make payments online.

Can merchants customize the payment page?

Yes. We provide customization methods to match your brand and design style. Please refer to Payment Interface.

Is white-label page provided?

Supports customized UI/branding. Merchants can use their own domain and logo to create exclusive payment pages.

Do payment links have expiration dates?

Supports setting expiration times to prevent abuse of old links.

Does UtcPay support multi-language interfaces?

Yes, currently provides Chinese and English, with more languages to be supported in the future.

E-commerce Platforms and Plugins

What e-commerce platform plugins does UtcPay provide?

Supports mainstream e-commerce platform plugins. For specific list, see documentation.

Multi-Merchant and Enterprise Features

Can the platform serve as a multi-merchant service platform?

Supports multi-merchant onboarding with independent backends and payment configurations.

Is KYT provided?

Can help you recommend third-party KYT companies.

Common Issue Troubleshooting

What are common reasons for aggregation failure?

Usually two situations: network issues or insufficient wallet Gas.

What to do if it's a network issue?

May be on-chain failure, can try changing nodes or reconnecting to VPN.

Why does using signer for balancing report an error?

First time operation requires manual operation of one transaction before using signer.

Why does signing report API does not exist?

Check if the accessed domain is sandbox or mainnet.

Why does using signer for aggregation report an error?

1. First time operation requires manual operation of one transaction before using signer
2. Check if owner wallet import is correct and has balance

Contact Us

How to contact UtcPay?

As a merchant, you can contact our business team via email: bd@utcpay.com. During onboarding, we will add more instant messaging methods to provide professional technical support.