> ## Documentation Index
> Fetch the complete documentation index at: https://docs.standalonetech.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting & FAQ

> Common issues and solutions for TeraWallet.

### Common Issues

#### Wallet Payment Method is Not Visible at Checkout

If the "Wallet" payment method doesn't appear for customers:

1. **Low Balance**: The wallet method is hidden by default if the customer's balance is lower than the order total (unless partial payment is enabled).
2. **Settings**: Go to **WooCommerce** > **Settings** > **Payments** and ensure "TeraWallet" is enabled.
3. **Guest Checkout**: Wallet payments require a registered account. It will not show for guests unless they log in or create an account.
4. **Top-up Item**: The wallet gateway is disabled if the customer is purchasing a "Wallet Topup" product.

#### Cashback Not Applying to Orders

If cashback is not credited after a purchase:

1. **Order Status**: Check the "Process Cashback Status" in **TeraWallet** > **Settings** > **Credit**. The reward is only credited when the order reaches that specific status (e.g., Completed).
2. **User Role**: Ensure the customer's role is not in the "Exclude Role" list in settings.
3. **Product Rule**: If you're using product-wise rules, verify that the individual product has a cashback amount set.
4. **Rechargeable Order**: Cashback is never awarded for "Wallet Topup" purchases.

#### Partial Payment Option is Missing

1. **Enable Setting**: Ensure "Enable Partial Payment" is checked in **TeraWallet** > **Settings** > **General**.
2. **Zero Balance**: The option won't appear if the customer has a \$0 balance.
3. **Full Balance**: If the customer has enough balance to cover the *entire* order, they should use the "Wallet" gateway instead of partial payment.

#### Tax Stays on the Full Order with Partial Payment

By default the wallet pays for **goods only**, so tax is still charged on the order — this is correct
when wallet top-ups are not taxed when loaded. If your top-ups *are* taxed at load and you want the
wallet to cover tax too, set **Tax treatment** to **Wallet pays the whole order including tax** under
**Settings → General → Partial Payment**. See [Partial & Combined Payments](/user-guide/partial-payments#tax-treatment).

#### Balance Shows Funds but Checkout Says "Insufficient"

On single-currency stores that previously ran in multi-currency mode, the displayed balance and the
spendable balance could diverge. TeraWallet 1.6.4 ships a **one-time upgrade** that normalizes any
leftover non-base ledger rows into the store base currency, so the two figures agree again. If you
just upgraded, reload the wallet page once to let the upgrade run.

### Frequently Asked Questions

#### Can I delete the "Wallet Topup" product?

**No**. This product is required for the top-up feature to work. Deleting it will break the ability for customers to add funds. If deleted by mistake, deactivate and reactivate the plugin to recreate it.

#### Does TeraWallet support multi-currency?

Yes, TeraWallet is compatible with popular multi-currency plugins like **WOOCS** and **WPML Multi-currency**. It records transactions in the site's default currency and handles conversions automatically during checkout.

#### Can I manually edit a user's balance?

Yes. Go to **TeraWallet** > **Transactions** and click **Add New** to manually credit or debit any user's account.

#### Is there a limit to how much a user can store?

By default, there is no limit to the maximum balance a user can hold. However, you can set limits on how much they can **top up** in a single transaction in the settings.

<Info>
  Still having issues? Visit our [Community Support Forum](https://standalonetech.com/forums/forum/terawallet/) or check the WordPress.org support threads.
</Info>