User Transactions
The User Transactions page provides a complete, searchable record of every player-initiated transaction that has moved through your platform — deposits and payouts, across every asset and network you have configured. Where the Withdrawal Requests page is an action queue for items awaiting review, the User Transactions page is the system of record for everything that has already been processed.
Use it to investigate player-reported issues, reconcile activity, track failures, and retry transactions that did not complete successfully the first time.
Looking for withdrawals that still need manual approval? See Withdrawal Requests.
The User Transactions page only lists requests that have already been dispatched to the Payment Gateway.
Why Use It?
A single source of truth for every deposit and payout across your operation.
Fast triage of failed transactions — filter, inspect, and retry in seconds.
Granular audit trail — every row links to the on-chain transaction hash and the originating user.
Reconciliation ready — export the full view to CSV for finance or compliance review.
Accessing the Page
From the left-hand navigation, go to Transaction Management → User Transactions.
Understanding the Transaction Table
Each row represents a single player transaction. The table is sortable and filterable, and lists the following columns:
Transaction ID
Unique identifier for the transaction within Pay.io. Use this when raising support tickets.
User ID
The player who initiated the transaction.
Request time
Date and time (UTC) the transaction was requested.
Origin address
The wallet address the funds were sent from. For payouts this is your Hot Wallet; for deposits this is the player's external wallet.
Destination address
The wallet address the funds were sent to. The inverse of Origin.
Type
Payout (withdrawal to a player) or Deposit (incoming funds from a player).
Asset
The cryptocurrency or stablecoin involved, with its network.
Amount
The value transacted, expressed in the selected asset.
USD
The equivalent value in USD at the time of the request.
Status
Confirmed, Processing, or Failed. Failed rows display an inline retry icon.
Transaction Hash
The on-chain transaction hash. Use this to look the transaction up on the relevant block explorer.
Detail
Click the eye icon to open the full Transaction Details panel.
Filtering and Searching
The filter bar at the top of the table lets you narrow the view:
Timeframe — today, yesterday, this week, this month, this year, all time, or a custom date range.
Type — Payout or Deposit.
Asset — a specific cryptocurrency or stablecoin.
Status — Confirmed, Processing, or Failed.
Search — look up by transaction ID, user ID, wallet address, or transaction hash.
Clear All — resets every filter to its default.
Filters combine additively.
Setting Type: Payout and Status: Failed together will surface every failed payout in the selected timeframe — the fastest way to find transactions that need your attention.
Viewing Transaction Details
Click the eye icon in the Detail column of any row to open the Transaction Details panel. The panel contains the complete record for the transaction, including fields that are not displayed in the table view.
Confirmed Transaction
A Confirmed transaction has been broadcast to the blockchain and has reached the required number of network confirmations. No further action is required.
Failed Transaction
A Failed transaction did not complete. The details panel displays the failure reason at the bottom, followed by a Retry Transaction button.
Common failure reasons include:
Provider failure — an issue with the underlying Payment Gateway or a downstream liquidity provider.
Insufficient funds — your Hot Wallet did not hold enough balance for the asset and network at the time of dispatch.
Network error — a temporary issue reaching the blockchain.
Retrying a Failed Transaction
When a transaction fails, Pay.io gives you the option to retry it directly from the Transaction Details panel. Retries re-submit the same transaction — same amount, same destination address, same asset — through the Payment Gateway.
Prerequisites
The transaction's status is Failed.
Your Hot Wallet holds sufficient balance for the asset and network in question. See Float Set-Up and Maintenance if you need to top up.
You understand why the transaction failed — retrying without addressing the underlying cause will typically produce the same result.
Retrying the Transaction
Open the Transaction Details Panel
From the User Transactions table, locate the failed transaction and click the eye icon in the Detail column. You can also click the small retry icon directly next to the Failed status in the table — both routes lead to the same panel.
Use the Status: Failed filter to find all failed transactions at once, particularly after a bulk approval batch.
Review the Failure Reason
At the bottom of the details panel, Pay.io displays the reason the transaction failed — for example, Provider failure or Insufficient funds. Read this carefully before proceeding.
Retrying a transaction that failed due to insufficient funds will fail again unless you top up your Hot Wallet first. Check your float before clicking Retry.
Click Retry Transaction
Click the green Retry Transaction button. Pay.io will re-dispatch the original transaction to the Payment Gateway using the same parameters — amount, asset, network, and destination address.
Monitor the New Status
The transaction's status will update to Processing while it is being re-dispatched. Most retries resolve to Confirmed within 5 seconds to 5 minutes, depending on network conditions.
If the retry also fails, the status will return to Failed and the details panel will display the new failure reason. Investigate before retrying a third time.
You can monitor the on-chain progress using the Transaction Hash on the relevant block explorer once the retry has been broadcast.
Exporting Transactions
To export the current view to CSV for reconciliation, reporting, or audit purposes:
Apply any filters you wish to include in the export.
Click Download CSV in the top right-hand corner of the table.
The exported file contains every column displayed in the table, plus a Failure Reason column populated for any failed rows. Only transactions matching your active filters will be included.
CSV exports are generated at the moment you click Download, using the filters currently applied. If you need a consistent, point-in-time export for audit purposes, apply a specific date range before exporting
Things to Bear in Mind
The User Transactions page is read-only for everything apart from retries. You cannot edit, cancel, or delete a transaction from this view.
Retries are a re-dispatch, not a new transaction. The Transaction ID does not change, but a new Transaction Hash is generated once the retry is broadcast to the blockchain.
Status updates are near real-time, but may lag slightly behind on-chain state during periods of high network congestion.
Bulk retry is not available, as each failed transaction must be retried individually to ensure deliberate review of the failure reason.
Viewers can read this page and export CSVs but cannot retry transactions. See Team Management — Roles and Permissions for the full matrix.
What's Next?
Withdrawal Requests to manage the queue of withdrawals awaiting manual approval.
Float Set-Up and Maintenance to keep your Hot Wallet topped up so transactions do not fail for liquidity reasons.
Managing Notifications to enable alerts for failed transactions and low balance events.
Webhook Retry Policy to understand how failed webhook deliveries are handled alongside transaction retries.
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