> For the complete documentation index, see [llms.txt](https://docs.workton.io/workton-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.workton.io/workton-docs/faq/status-troubleshooting.md).
# Status troubleshooting
{% hint style="success" %}
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
{% endhint %}
{% hint style="warning" %}
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:
```
ยท Check my transaction
ยท Already done? Tap to check
```
{% endhint %}
### ๐ 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..."
**โก๏ธ These are normal and usually resolve automatically within a few minutes.**
***
### โฐ First Step: Wait up to 5 Minutes
**๐จ 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
**โ
In 95% of cases, waiting up to 5 minutes resolves the issue automatically.**
***
### ๐ง Quick Troubleshooting Steps
#### Step 1: Wait and Refresh โณ
1. **Wait 5 full minutes** and tap a "Refresh" button at the top of the page:\
2. **Close and reopen** @workton\_freelance\_bot
3. **Check if status updated** - Most issues resolve automatically
#### Step 2: Check Your Wallet ๐ณ
1. **Open your TON wallet** and make sure you have no warning messages
2. **Verify wallet connection** - Ensure it's connected to Workton on your Profile and settings page from the burger menu
3. **Check recent transactions** - Look for pending or failed transactions
4. **Confirm wallet balance** - Ensure sufficient funds for transaction + gas fees
#### Step 3: Wallet Troubleshooting ๐
1. **Disconnect and reconnect** your wallet from the burget menu on the Workton platform
2. **Try switching wallets** if you have multiple options (it works when you don't have any project in process)
3. **Update wallet app** to the latest version
4. **Check internet connection** - Ensure stable connectivity
#### Step 4: Balance Verification ๐ฐ
**For customers (making payments):**
* โ
**USDT balance** sufficient for the project amount
* โ
**TON balance** is more 0.3 TON for gas fees
* โ
**Wallet unlocked** and ready for transactions
**For Freelancers (Receiving Payments):**
* โ
**Wallet connected** to receive USDT
* โ
**Address is correct** and verified
***
### ๐ ๏ธ Advanced Troubleshooting
#### Transaction Completely Stuck?
1. **Check TON network status** - Visit TON blockchain explorers
2. **Verify transaction hash** - Look up your transaction on the blockchain
3. **Wallet-specific problems** - Check wallet's support documentation
#### Smart Contract Issues?
1. **Contract execution delay** - Complex contracts take longer
2. **Network congestion** - High usage slows all transactions
3. **Insufficient gas** - Transaction may fail without enough TON
4. **Contract interaction** - Multiple steps require patience
#### Still Having Problems?
1. **Take screenshots** of the current status and error messages
2. **Note transaction details** - amounts, wallet address, timing
3. **Document steps taken** - what troubleshooting you've tried
4. **Contact** [**support**](https://t.me/workton_support_ellie) with all relevant information
***
### ๐ฑ 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
***
### ๐จ When to Contact Support
**Contact us immediately if:**
* โฐ **Status stuck for over 30 minutes**
* ๐ธ **Funds deducted, but transaction failed**
* โ **Error messages appear repeatedly**
* ๐ **Wallet connection completely broken**
* ๐ค **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](https://tonviewer.com/transaction/a641f3e565b18125de6404f69615c27fa6b8db9079a671cde52704578c7b57c1)
***
### ๐ฌ How to Get Help
#### Primary Support Channel
**๐ Contact via** [@workton\_support\_ellie](broken://spaces/g3xX4JYHywz90D4FQjeG)
* 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
โ
**Check transaction status** on the blockchain\
โ
**Verify smart contract interactions**\
โ
**Diagnose connection issues**\
โ
**Provide step-by-step guidance**\
โ
**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
***
### โ
Prevention Tips
**Avoid future status issues:**
**๐ณ 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
**๐ฑ Platform Best Practices**
* Complete one transaction before starting another
* Wait for confirmations before proceeding
* Use a stable internet connection
* Keep the Telegram app updated
**โฐ 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
***
### ๐ฏ Quick Reference
**โก Emergency Checklist:**
1. โฐ Wait 5 minutes first
2. ๐ Refresh Telegram app
3. ๐ณ Check wallet connection and balance
4. ๐ง Try reconnecting your wallet
5. ๐ 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**](https://t.me/workton_support_ellie) **- we're here to help resolve any issues quickly and professionally.**