# 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.**
---
# Agent Instructions: Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.
Perform an HTTP GET request on the current page URL with the `ask` query parameter:
```
GET https://docs.workton.io/workton-docs/faq/status-troubleshooting.md?ask=
```
The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.
Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.