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SupportTroubleshooting

Troubleshooting

Common issues and how to resolve them. If your problem is not listed here, contact us at info@web3.market or visit the Contact Us page.

Wallet Connection Issues

MetaMask Not Detected

  • Verify MetaMask is installed from metamask.io
  • Check that it is enabled in your browser’s extension manager
  • Refresh the page after installing or enabling
  • Disable other wallet extensions (e.g., Coinbase Wallet) if they conflict

Phantom Not Detected

  • Verify Phantom is installed from phantom.app
  • Confirm it is set to the Solana network
  • Refresh the page after installing or reconfiguring

Signature Rejected

The wallet signature is an off-chain operation that costs nothing. If you reject it, authentication is aborted. Click “Connect Wallet” again and approve the signature to retry.

Wrong Network Selected

  • MetaMask — Open MetaMask, click the network selector, and switch to Ethereum Mainnet or the appropriate network.
  • Phantom — Go to Settings > Developer Settings and select the correct network (Mainnet).

Payment Issues

Transaction Pending for Too Long

  1. Check the blockchain explorer (etherscan.io, solscan.io, or the relevant explorer for your chain)
  2. If confirmed on-chain, wait 5-10 minutes for Web3.Market auto-verification
  3. On Ethereum, transactions can get stuck due to low gas — speed up via your wallet
  4. If the issue persists, contact support with your transaction hash and order number

Payment Marked as Failed

Common causes: insufficient funds, network congestion, or expired payment window. If funds were deducted but the order shows failed, check the transaction on a block explorer and contact support with the transaction hash.

Payment Completed but Order Still Pending

Wait 5-10 minutes for auto-verification. If the order remains pending after 15 minutes, contact support at info@web3.market with your order number and transaction hash.

License Issues

”Invalid license key” Error

  • Check for typos — keys follow the format LIC-XXXX-XXXX-XXXX-XXXX
  • Copy and paste directly from your Orders page
  • Verify the key includes the LIC- prefix and all four groups

”Domain Limit Reached”

Deactivate an existing domain via POST verify.web3.market/deactivate, then activate the new domain via POST verify.web3.market/activate. See the License System documentation for full API details.

”Invalid Domain” Error

Ensure the domain matches the format used during activation. See the domain-locking documentation for normalization rules (no protocol, no path, no port, no trailing slash, lowercase, subdomains treated separately).

The License API normalizes domains during activation. Always pass the clean, normalized domain to the verification endpoint.

License Suspended or Revoked

  • Suspended — Temporarily disabled. Contact the seller or support to resolve.
  • Revoked — Permanently invalidated (typically due to chargebacks or ToS violations). Cannot be restored.

If you believe this was done in error, contact support at info@web3.market with your license key and order number.

Verification Returns False on a Correct Domain

  1. Review domain normalization rules
  2. Check license status on your dashboard (may be suspended, revoked, or expired)
  3. Test with a direct API call: 
    curl "https://verify.web3.market/verify?license_key=LIC-XXXX-XXXX-XXXX-XXXX&domain=yourdomain.com"
  4. Contact support if the response does not explain the issue

Download Issues

Cannot Find the Download Link

Download links are on your Orders page in the dashboard. Click the relevant order to find the download button. Downloads are only available for completed orders.

Download Link Expired

Navigate back to your Orders page and open the order detail — a fresh download link is generated on access. If issues persist, contact support at info@web3.market with your order number.

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