Quick answer
Why has my crypto payment not reached my Gloamport balance?
Gloamport credits a top-up when a payment of the exact amount reaches the address shown, on the network shown, with enough confirmations: 10 for Monero, 2 for Bitcoin, 20 for USDT on Tron. If it is still missing, check those 4 points, click "I've sent the payment", then open a ticket with the transaction ID.
In brief
- Most common cause: the payment is still waiting for confirmations; the status then reads Verifying payment.
- Short amount: the network fee comes on top; if an exchange deducts it, less than the exact amount arrives.
- Wrong network: funds sent on another network or in another coin cannot be recovered.
- Late payment: after the 30-minute lock, a payment already sent still counts, at the rate of the moment it arrives.
- Support: open a ticket with the top-up reference and the transaction ID; A person answers support emails within 12 hours, seven days a week, including help with SSH keys, reinstalls and firewall rules.
What should you check first?
Work through these four checks in order; each one maps to a status or a warning in the client area.
| Check | Where to look | If it is wrong |
|---|---|---|
| Confirmations | Your wallet or a block explorer; the top-up page counts them | Wait: the balance is credited after the last one |
| Exact amount | The amount on the payment step against the amount that left your wallet | Write to support with the transaction ID |
| Network | The network named above the deposit address | A payment on another network cannot be recovered |
| Button clicked | The I've sent the payment button on the top-up | Click it: the search starts from there |
How does Gloamport find a payment?
Gloamport finds each payment by its exact amount on the address and network of the top-up, then counts the network confirmations. That is why the payment step shows an amount to the last decimal and asks you to send exactly that.
For Monero, a public explorer shows neither the sender nor the amount, so the check happens inside Gloamport's own wallet. For each payment Gloamport keeps what matching it requires: the amount, the coin, the network, the transaction ID and the date. A Monero payment is checked in Gloamport’s own wallet with its view key, because a public explorer shows neither the sender nor the amount. If you need to show that a Monero payment was made, How do I prove a Monero payment with the TXID and tx key? explains the two values to send.
No payment company sits in the middle. According to Gloamport's survey of 10 November 2026, 14 of 42 active crypto VPS hosts named a third-party payment processor; Gloamport is not one of them, so there is nobody else to chase. More on processors: Do crypto payment processors ask for KYC?.
What do the statuses Not verified and Expired mean?
Not verified means a transaction was found but does not match the top-up; Expired means the 30-minute rate lock ended. They call for different actions:
- Not verified: check that you sent the exact amount on the right network. The client area keeps the top-up open until a date it shows; if you think the match is wrong, contact support.
- Expired: do not send a new payment for the same request. If your payment had already left, click "I've sent the payment" before the date shown; what arrives is credited at the rate of the moment it arrived.
The statuses are listed in full on How do I top up my Gloamport balance with crypto?.
What if I sent USDT on the wrong network?
A payment sent on a network other than the one shown, or in another coin, cannot be recovered: the client area warns about it above every deposit address. USDT exists on Tron and on Ethereum, with different addresses; sending Tron USDT to the Ethereum address, or the reverse, does not reach the top-up.
Before sending, compare the first and last characters of the address and the network name in your wallet. The differences between TRC-20 and ERC-20, with their fees, are in [How do I send USDT on the right network (TRC-20 or ERC-20)?](/guides/how-to-send-usdt-on-the-right-network/ "How do I send USDT on the right network (TRC-20 or ERC-20)?").
How do you ask support to trace a payment?
Open a ticket
In the client area, open Support and create a ticket about a payment.
Give the reference
Copy the top-up reference shown on the payment page.
Add the transaction ID
Paste the transaction ID (TXID) from your wallet; for Monero, add the tx key if your wallet shows it.
State the amount and network
Write the coin, the network and the amount that left your wallet.
Payments not credited: common questions
How long should I wait before contacting Gloamport?
Wait until your wallet shows the number of confirmations the coin needs, for example 10 for Monero (about 20 minutes). If the status has not moved after that, open a ticket.
I sent less than the amount shown. What happens?
Gloamport matches payments by their exact amount, so a short payment may not be found by the usual check. Open a ticket with the transaction ID so the team can find it.
I paid twice by mistake. Is the second payment lost?
Open a ticket with both transaction IDs. Credit that reaches the Gloamport balance never expires and pays for any VPS.
Can Gloamport refund a payment sent on the wrong network?
No. The client area warns that funds sent on another network or in another coin cannot be recovered.
Does Gloamport use a payment processor?
No. Payments go to wallet addresses Gloamport holds itself.
Verdict
- Wait for the confirmations first: most missing top-ups are payments still being confirmed, and Gloamport credits them without any action.
- Open a ticket with the TXID if the amount was short, the status says Not verified, or nothing moves after the last confirmation.
Sources (2)
- How to prove payment (user guide) getmonero.org/resources/user-guides/prove-payment.html — The Monero Project (checked 2026-11-10)
- Tether: Supported protocols — Tether (checked 2026-11-10)
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