Status troubleshooting
Don't worry if your transaction status seems stuck! Blockchain transactions sometimes take time to process. This guide will help you resolve common status issues quickly and easily.
First of all, if the transaction fails, all money in the transaction will automatically be returned to your wallet in a few hours. If the transaction has completed, but you don't see the expected status, it means there is no blocker behaviour, and our support will help you
In case your transaction is completed in your wallet and at the same time you see an unexpected status of your project more than 5 minutes later, try these status-troubleshooting actions:
· Check my transaction
· Already done? Tap to check
🔄 Common status issues
Transaction statuses that might appear "stuck":
"Wallet processing..."
"Depositing funds... Transaction pending..."
"Canceling... Transaction pending..."
"Waiting for customer to deposit funds"
"Releasing funds... Transaction pending..."
➡️ These are normal and usually resolve automatically within a few minutes.
⏰ First Step: Wait up to 5 Minutes
🚨 MOST IMPORTANT: Don't panic and wait patiently!
Why transactions can be delayed:
TON network congestion - High traffic can slow processing
Wallet synchronization - Your wallet may need time to update
Smart contract execution - Complex operations take longer
Blockchain confirmation - Multiple confirmations are required for security
✅ In 95% of cases, waiting up to 5 minutes resolves the issue automatically.
🔧 Quick Troubleshooting Steps
Step 1: Wait and Refresh ⏳
Wait 5 full minutes and tap a "Refresh" button at the top of the page:
Close and reopen @workton_freelance_bot
Check if status updated - Most issues resolve automatically
Step 2: Check Your Wallet 💳
Open your TON wallet and make sure you have no warning messages
Verify wallet connection - Ensure it's connected to Workton on your Profile and settings page from the burger menu
Check recent transactions - Look for pending or failed transactions
Confirm wallet balance - Ensure sufficient funds for transaction + gas fees
Step 3: Wallet Troubleshooting 🔄
Disconnect and reconnect your wallet from the burget menu on the Workton platform
Try switching wallets if you have multiple options (it works when you don't have any project in process)
Update wallet app to the latest version
Check internet connection - Ensure stable connectivity
Step 4: Balance Verification 💰
For customers (making payments):
✅ USDT balance sufficient for the project amount
✅ TON balance is more 0.3 TON for gas fees
✅ Wallet unlocked and ready for transactions
For Freelancers (Receiving Payments):
✅ Wallet connected to receive USDT
✅ Address is correct and verified
🛠️ Advanced Troubleshooting
Transaction Completely Stuck?
Check TON network status - Visit TON blockchain explorers https://tonviewer.com/
Verify transaction hash - Look up your transaction on the blockchain
Wallet-specific problems - Check wallet's support documentation
Smart Contract Issues?
Contract execution delay - Complex contracts take longer
Network congestion - High usage slows all transactions
Insufficient gas - Transaction may fail without enough TON
Contract interaction - Multiple steps require patience
Still Having Problems?
Take screenshots of the current status and error messages
Note transaction details - amounts, wallet address, timing
Document steps taken - what troubleshooting you've tried
Contact support with all relevant information
📱 Platform-Specific Solutions
Telegram Web Issues
Use only the mobile app - Workton doesn't support Telegram web o desktop clients for wallet operations yet
Wallet App Problems
Force close and restart the wallet application
Check app permissions - Ensure all required permissions are granted
Try different networks - Switch between WiFi and mobile data
Restart device - Sometimes helps with connection issues
Connection Issues
Stable internet required - Blockchain needs a consistent connection
VPN interference - Try disabling VPN if using one
Firewall settings - Ensure crypto apps aren't blocked
🚨 When to Contact Support
Contact us immediately if:
⏰ Status stuck for over 30 minutes
💸 Funds deducted, but transaction failed
❌ Error messages appear repeatedly
🔒 Wallet connection completely broken
🤔 Unable to complete any troubleshooting steps
Before contacting support, please have ready:
Screenshot of current status
Your wallet address
Transaction amount and type
Error messages (if any)
Steps you've already tried
Link to failed transaction from the Wallet, ex. link from history in your wallet like this one
💬 How to Get Help
Primary Support Channel
📞 Contact via @workton_support_ellie
Use the support button in the app
Describe your issue clearly
Include screenshots and transaction details
Response time: Usually within 24 hours
What our support team can do
✅ Check transaction status on the blockchain ✅ Verify smart contract interactions ✅ Diagnose connection issues ✅ Provide step-by-step guidance ✅ Coordinate with wallet providers if needed
What to include in a support request
User role: Customer or Talent
Issue description: What's not working
Current status: Exact status message shown
Transaction details: Amount, wallet type, timing
Screenshots: Current screen and any errors
Attempted solutions: What you've already tried
✅ Prevention Tips
Avoid future status issues:
💳 Wallet Maintenance
Keep wallet apps updated
Maintain sufficient TON balance for gas fees
Use a reliable internet connection for transactions
Don't force-close wallet during transactions
📱 Platform Best Practices
Complete one transaction before starting another
Wait for confirmations before proceeding
Use a stable internet connection
Keep the Telegram app updated
⏰ Timing Considerations
Avoid peak network hours when possible
Allow extra time for complex transactions
Don't rush through transaction steps
Be patient with blockchain confirmations
🎯 Quick Reference
⚡ Emergency Checklist:
⏰ Wait 5 minutes first
🔄 Refresh Telegram app
💳 Check wallet connection and balance
🔧 Try reconnecting your wallet
📞 Contact support if still stuck
Remember: Blockchain transactions are secure but sometimes slow. Patience is usually the best solution!
Need immediate help? Contact our support team via @workton_support_ellie - we're here to help resolve any issues quickly and professionally.
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