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Get help with HivePay integration and troubleshooting.

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Discord

Join our Discord community for:

  • Real-time help from the team and community
  • Feature discussions and announcements
  • Integration tips and best practices

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Email Support

For private inquiries, security issues, or account-related questions:

[email protected]

We aim to respond within 24-48 hours on business days.

Self-Help Resources

Documentation

API Reference

Common Issues

Authentication Errors

Symptom: 401 Unauthorized or AUTHENTICATION_ERROR

Solutions:

  1. Verify your API key is correct
  2. Check the API key hasn't been regenerated
  3. Ensure the Authorization header is formatted correctly: Bearer sk_live_xxx

Webhook Not Received

Symptom: Your webhook endpoint isn't receiving notifications

Solutions:

  1. Verify webhook URL is configured in Settings
  2. Ensure URL is HTTPS and publicly accessible
  3. Check your server logs for incoming requests
  4. Test with local webhook server: pnpm test:webhook

AML Limit Reached

Symptom: A payment is failed with failureReason: "aml_limit"; the customer saw "Payment Blocked" on the checkout page.

Cause: The customer's Hive account exceeded AML thresholds (a single payment or cumulative volume). The check runs before the transfer memo is issued, so no funds were moved.

Solutions:

  1. Ask the customer to email [email protected] with their Hive account name
  2. The customer completes the KYC verification process
  3. Once verified, create a new payment for them

Payment Not Completing

Symptom: Payment stuck in pending or processing

Solutions:

  1. Verify the Hive transaction was submitted
  2. Check blockchain explorers for transaction status
  3. Wait for blockchain confirmation (typically 3 seconds)
  4. Contact support if issue persists

SDK Installation Issues

Symptom: Cannot import @hivepay/client

Solutions:

  1. Verify Node.js version is 18+
  2. Run pnpm install to ensure dependencies are installed
  3. Check for conflicting package versions

Reporting Bugs

Found a bug? Report it on GitHub:

Report Bug

Please include:

  • Steps to reproduce
  • Expected vs actual behavior
  • SDK version
  • Node.js version
  • Relevant code snippets

Feature Requests

Have an idea for HivePay? We'd love to hear it:

Request Feature

System Status

Check current system status and planned maintenance:

System Status
status/

Business Inquiries

For partnerships, enterprise pricing, or custom integrations:

[email protected]

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