Support
StablesPay Support
Short Q&A for payment, wallet, security, and settlement-partner workflows.
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Start with the topic that matches the risk or workflow in front of you.
Most Asked Q&A
Longer explanations live here so payment, wallet, and settlement pages can stay focused on the next action.
12 of 12 answers
Does StablesPay hold or move my funds?P0 · settlement
No. StablesPay coordinates payment and settlement records; it does not take possession of merchant or customer assets.
Customer payments are sent to merchant-controlled receiving accounts. StablesPay can create payment requests, read on-chain evidence, and prepare records, but it cannot sign wallet operations for the merchant.
StablesPay does not custody, control, receive, transfer, pool, lend, exchange, convert, clear, or settle user or merchant assets. Merchant-held keys, approved partners, and merchant approvals control fund movement.
What is a wallet approval passkey?P0 · wallet
A wallet approval passkey is a merchant-held device credential used to approve protected wallet operations.
Wallet approval passkeys authorize receiving-account setup, trusted-device continuation, Recovery Card replacement, and other protected wallet operations shown in the dashboard.
The passkey prompt happens locally on the merchant device. StablesPay can verify the result and record status, but it cannot use the passkey or move funds.
What is the difference between sign-in passkey and wallet passkey?P0 · wallet
A sign-in passkey opens your account; a wallet approval passkey approves protected wallet actions.
Sign-in passkeys authenticate the user session and help protect account access.
Wallet approval passkeys are separate because protected wallet actions need merchant-controlled approval evidence. Passing sign-in does not give StablesPay wallet signing control.
What is a Recovery Card?P0 · recovery
A Recovery Card is a merchant-saved recovery record for a receiving account.
During setup, the merchant saves the Recovery Card locally before the receiving account is used for live routing. It is for merchant-controlled recovery and continuation flows.
Never send a Recovery Card, Recovery Code, private key, seed phrase, passkey secret, or one-time code to StablesPay support. StablesPay cannot recover the card for you.
Why do I need a backup recovery key?P0 · recovery
A backup recovery key reduces the chance that one lost device blocks future wallet recovery.
Backup recovery factors are controlled by the merchant. They are used only when the wallet flow asks for merchant recovery evidence.
Store backup recovery material outside StablesPay. Support can explain the state, but cannot reconstruct the secret.
Why does adding another device require confirmation?P0 · security
Adding a trusted device changes who can approve protected wallet operations, so the existing owner device must confirm it.
The confirmation step prevents a new device from becoming trusted just because someone can open the account page.
If the owner device is unavailable, use the recovery path shown for that receiving account. Do not send recovery material to support.
Why does my cross-device passkey not open on this browser?P0 · security
Browser, OS, Bluetooth, QR, and platform authenticator policies can block a cross-device prompt.
Retry from the same signed-in account and the device listed in the wallet action. Some browsers require Bluetooth, a local screen unlock, or a QR handoff to the phone that holds the passkey.
If the prompt never opens, send support the browser name, operating system, wallet action, receiving account label, and approximate time. Do not send passkey secrets.
Does settlement happen automatically?P0 · settlement
No. Stablecoin receipt, settlement records, partner quote locks, merchant transfer, and partner payout are separate steps.
A paid order does not mean StablesPay has moved funds or triggered fiat payout. Partner payout depends on partner approval, batch state, merchant-controlled transfer evidence, and partner confirmation.
StablesPay coordinates records and instructions. It does not custody, control, receive, transfer, convert, clear, or settle merchant assets.
Who controls the settlement partner payout?P0 · settlement
The independent settlement partner controls payout eligibility, timing, and fiat disbursement; the merchant controls stablecoin transfer approval.
The merchant chooses and approves partner workflow steps inside the workspace. The settlement partner decides its own KYB, limits, bank payout eligibility, payout timing, and service terms.
StablesPay records partner status, quotes, ledger evidence, and operational instructions. StablesPay does not sit in the fund flow.
What evidence should I send if a payment is missing?P0 · payments
Send enough order and chain evidence for support to match the record without guessing.
Include order ID, chain, token, expected amount, transaction hash, store name, customer checkout time, and any screenshot of the wallet confirmation.
Do not send seed phrases, private keys, Recovery Cards, Recovery Codes, or one-time authentication codes. A transaction hash alone is not enough for refund or unsupported-payment decisions.
Can I fulfill an order when the browser says paid?P0 · payments
For high-risk orders, browser-only status is not enough. Verify the order API or dashboard status before fulfillment.
Use the order API, dashboard payment status, and ledger trace before shipping goods, releasing inventory, or starting an irreversible service.
If the browser tab says paid but the dashboard or API does not agree, treat it as needs review and collect the payment evidence before fulfillment.
What should I never send to StablesPay support?P0 · security
Never send secrets, recovery material, or one-time codes to support.
Do not send seed phrases, private keys, Recovery Cards, Recovery Codes, passkey secrets, authenticator codes, SMS codes, or password reset codes.
Support can read platform records, order IDs, chain evidence, and status logs. It cannot use merchant secrets and will not ask for them.