> For the complete documentation index, see [llms.txt](https://docs.allscale.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.allscale.io/supplement-material/help-and-support.md).

# Help and Support

When at doubt, don't hesitate to contact our 24/7 support

## Contact us

| What you need                          | Where to go                                                                |
| -------------------------------------- | -------------------------------------------------------------------------- |
| General product or account questions   | <hi@allscale.io> or our [Discord](https://discord.com/invite/allscale)     |
| Payroll, payslips and payroll invoices | <payroll@allscale.io>                                                      |
| Checkout merchants and partners        | Your Relationship Manager                                                  |
| API and integration                    | [AllScale Developer Docs](https://developer.allscale.io/)                  |
| Bugs and security vulnerabilities      | [Bug Reports & Security](/supplement-material/bug-reports-and-security.md) |

## FAQ

Questions are grouped by product. Jump to a section:

* [General](#general)
* [AllScale Checkout](#allscale-checkout)
* [Virtual Account](#virtual-account)
* [AllScale CLI](#allscale-cli)
* [AllScale Wallet](#allscale-wallet)
* [AllScale Invoice](#allscale-invoice)
* [AllScale Claim Link](#allscale-claim-link)
* [AllScale Payroll](#allscale-payroll)
* [AllScale Partner Program](#allscale-partner-program)

### General

<details>

<summary><strong>What can I do with AllScale?</strong></summary>

AllScale is a set of stablecoin payment tools for businesses and individuals:

* [**Checkout**](/allscale-checkout/getting-started.md): accept payments in your store and settle in stablecoins
* [**Virtual Account**](/virtual-account/virtual-account-introduction.md): receive USD to U.S. bank details in your name, converted 1:1 to USDC, and withdraw to a bank
* [**Wallet**](/allscale-wallet/allscale-wallet-introduction.md): a self-custodial wallet to receive, hold, move and withdraw USDT and USDC
* [**Invoice**](/allscale-invoice/allscale-invoice-introduction.md): bill anyone by email and get paid in stablecoins
* [**Claim Link**](/allscale-claim-link/allscale-claim-link-introduction.md): send stablecoins to anyone with a link
* [**Payroll**](/allscale-payroll/allscale-payroll-introduction.md): run payroll for your team in stablecoins
* [**CLI**](/allscale-cli/command-line-interface.md): drive AllScale from the command line or an AI agent

</details>

<details>

<summary><strong>How do I create an account?</strong></summary>

Go to [app.allscale.io/pay/register](https://app.allscale.io/pay/register), or download the [AllScale app](https://www.allscale.io/download) for iOS or Android. Enter your email, type the 6-digit code we send you, then set up a passkey (or choose **Set up later** and continue with email only). See [Registration](/allscale-wallet/get-on-board-with-allscale-wallet/registration.md).

AllScale Payroll uses a separate business dashboard. See [AllScale Payroll](#allscale-payroll) below.

</details>

<details>

<summary><strong>Do I need a password?</strong></summary>

No. You sign in to AllScale with a **passkey** (fingerprint, face or screen lock) or an **email verification code**. You can add up to 3 passkeys and add your email as a backup sign-in method in **Settings → Security**.

</details>

<details>

<summary><strong>Does AllScale hold my funds?</strong></summary>

No. Your AllScale wallet is **non-custodial**: you keep ownership of your Secret Phrase and can export it anytime from **Settings → Security** (passkey verification required). Incoming and outgoing transfers are monitored for compliance and risk.

</details>

<details>

<summary><strong>Which stablecoins and networks are supported?</strong></summary>

AllScale supports **USDT** and **USDC** on **BSC (BEP20), Base, Ethereum, Arbitrum, Polygon and Optimism**. Some products support a subset. For example, Virtual Account settles USDC on Ethereum, Base and Polygon. Check each product's section for details.

</details>

<details>

<summary><strong>Where can developers find API documentation?</strong></summary>

API references, authentication, webhooks, Claim Link APIs and Postman guides are in the [AllScale Developer Docs](https://developer.allscale.io/).

</details>

<details>

<summary><strong>How do I report a bug or a security issue?</strong></summary>

Send security vulnerabilities to <security@allscale.io> and other bugs to <support@allscale.io>. Valid reports can earn AS Points, a stablecoin thank-you or community recognition. See [Bug Reports & Security](/supplement-material/bug-reports-and-security.md).

</details>

### AllScale Checkout

<details>

<summary><strong>How do I turn on Checkout?</strong></summary>

Sign in at [app.allscale.io](https://app.allscale.io), go to **Settings → Commerce** and long-press **Enable now**. Then follow the guide to create your first store and choose which stablecoins to accept. See [Getting Started](/allscale-checkout/getting-started.md).

</details>

<details>

<summary><strong>How can my customers pay?</strong></summary>

* **Stablecoins you accept:** the tokens you set in **Accepted Tokens**.
* **Swidge:** customers can also pay with mainstream tokens on supported EVM networks, or USDT on Tron. AllScale swaps and bridges automatically, so you still receive your configured stablecoin. Available for orders of $5 or more.
* **Card and local payment:** Visa, Mastercard, PayPal, Apple Pay, Google Pay and more, depending on the customer's region. These settle to you in USDC, so your store must accept USDC and your order expiry must be at least 30 minutes. Any small shortfall from exchange-rate movements during payment is borne by the merchant.

Turn these on in **Store Settings**.

</details>

<details>

<summary><strong>What happens if a customer pays slightly less than the order amount?</strong></summary>

Set an **Underpayment Tolerance** in Store Settings: a tolerance rate as a percentage of the order and a maximum per order. Payments within the tolerance are accepted and the shortfall is deducted from your settlement. Payments short by more than this are refunded to the customer.

</details>

<details>

<summary><strong>How do I integrate Checkout with my website or backend?</strong></summary>

Follow the [AllScale Developer Docs](https://developer.allscale.io/). Store Settings also lets you configure **IP Allowlist**, **Webhook signatures**, **Response Signatures** and **Unique Order ID Check**.

</details>

<details>

<summary><strong>Can I send payouts or refunds to customers?</strong></summary>

Yes. Enable **API - Auto Payout** under **Store Settings → Payout** and set your payout authorization (tokens, chains, per-transaction and total limits, and validity period). Your backend can then create Claim Links by API, one per payout. Refunds use the same API. See [Generate Claim Link](/allscale-claim-link/get-on-board-with-allscale-claim-link/generate-claim-link.md).

</details>

<details>

<summary><strong>Who do I contact for Checkout support?</strong></summary>

Contact your Relationship Manager, or email <hi@allscale.io>.

</details>

### Virtual Account

<details>

<summary><strong>Who can open a Virtual Account?</strong></summary>

Individuals and businesses in most countries and regions. You don't need to live in the United States or have a U.S. company. Availability is subject to regional restrictions and identity (KYC) or business (KYB) verification. Some countries and regions also require face verification. See [Open your Virtual Account](/virtual-account/open-your-virtual-account.md).

</details>

<details>

<summary><strong>How do I apply?</strong></summary>

Sign in at [app.allscale.io/pay](https://app.allscale.io/pay), click the **USD Account** verification button on the homepage and submit the required information and documents. Once approved, the **Virtual Account** tab becomes available.

</details>

<details>

<summary><strong>How do I receive USD?</strong></summary>

Open the **Virtual Account** tab and click **Receive USD** to see your bank details. You can receive by **ACH** or **U.S. Wire (Fedwire)**. Incoming USD is converted 1:1 to USDC and credited to your wallet on your settlement network (Ethereum, Base or Polygon). See [Receive USD / On-ramp](/virtual-account/receive-usd-on-ramp.md).

</details>

<details>

<summary><strong>What are the fees?</strong></summary>

There are no account-opening or monthly fees. The default platform fee is **0.6%** for receiving and for withdrawing, unless you have an agreed custom rate. USD and USDC convert 1:1 with no exchange-rate spread. For example, receiving $1,000 credits **994 USDC**.

Withdrawals also include a network fee, plus a fixed fee for some methods: Faster ACH $1, Wire $20, USD SWIFT $25. Standard ACH has no fixed fee.

</details>

<details>

<summary><strong>How long do deposits take?</strong></summary>

Deposits received on weekends or bank holidays are processed on the next business day. You'll get an email when funds are credited, and you can track each deposit on the Virtual Account dashboard.

</details>

<details>

<summary><strong>How do I withdraw to a bank, and how long does it take?</strong></summary>

Click **Withdraw to Bank** in the Virtual Account tab. By default you can send USDC by U.S. ACH, U.S. Wire, or USD SWIFT to Hong Kong. Minimums are 10 USDC for ACH or Wire and 35 USDC for SWIFT.

Typical timing: Standard ACH or Wire 1–2 business days, Faster ACH usually the same business day, USD SWIFT 1–5 business days. See [Withdraw USD / Off-ramp](/virtual-account/withdraw-usd-off-ramp.md).

</details>

<details>

<summary><strong>What if a withdrawal is returned?</strong></summary>

Returned funds go back to your wallet and the platform fee is refunded. Network fees and the SWIFT fixed fee are not refunded.

</details>

### AllScale CLI

<details>

<summary><strong>What is the AllScale CLI and how do I install it?</strong></summary>

The CLI lets you, your scripts or AI agents take the same actions as in [app.allscale.io](https://app.allscale.io), such as issuing invoices, creating Claim Links and checking transactions. Install it with `npm install -g @allscale/cli` (requires Node.js 20.10 or later). See [Command-line interface](/allscale-cli/command-line-interface.md).

</details>

<details>

<summary><strong>How do I sign in?</strong></summary>

Run `allscale device-login` and approve the session in your browser. For headless or CI use, run `allscale otp-login --email <your email> --scopes <scopes>`. Both issue a **scoped agent key**. There is no password login.

</details>

<details>

<summary><strong>Why did my CLI session stop working?</strong></summary>

Agent keys expire and don't refresh. Run `allscale device-login` again to get a new key, and check its scopes and expiry with `allscale scope` or `allscale whoami`. If the CLI exits with code 11, your version is no longer supported: run `npm install -g @allscale/cli@latest`.

</details>

<details>

<summary><strong>Can an AI agent move my funds without my approval?</strong></summary>

Sending from your wallet (`wallet send`) and paying an invoice (`invoice pay`) need you to approve in the browser with your passkey. Auto-payout limits can only be set by you in **Store Settings → Payout Authorization**. Grant agents only the scopes they need.

</details>

<details>

<summary><strong>How do I revoke a CLI or agent key?</strong></summary>

In the AllScale web dashboard, go to **Settings → Security → Sessions · Agents & Devices**. You can revoke one key or all of them.

</details>

### AllScale Wallet

<details>

<summary><strong>How do I deposit stablecoins?</strong></summary>

Click **Deposit**, select the network and send funds to the address shown. Your balance updates once the transfer is confirmed. See [Wallet](/allscale-wallet/get-on-board-with-allscale-wallet/wallet.md).

</details>

<details>

<summary><strong>How do I withdraw to an external wallet?</strong></summary>

Click **Withdraw**, enter the wallet address, choose USDT or USDC and the network, enter the amount and approve with your passkey or email code. Double-check the address and network: onchain transfers can't be reversed. You can also withdraw by creating a [Claim Link](#allscale-claim-link).

</details>

<details>

<summary><strong>My balance is on the wrong network or in the wrong stablecoin. What can I do?</strong></summary>

Use **Move funds** on Home to move your balance across BSC, Base, Ethereum, Arbitrum, Polygon and Optimism, and between USDT and USDC. No external bridge or gas token is needed. Each move must be at least 5 USDT/USDC and usually arrives in 1–2 minutes. Fees are shown under **Fees & timing** before you confirm.

</details>

<details>

<summary><strong>Why does my balance look lower after Move funds?</strong></summary>

Funds leave the source network first and then convert, so your total looks lower until they arrive, usually within a minute or two. If a move can't be completed, it shows as **Failed** or **Refunded** in your History and the funds are returned to your wallet.

</details>

<details>

<summary><strong>My passkey isn't working. What should I do?</strong></summary>

Update your browser to the latest version. If you use a VPN, make sure all your devices use the same IP address. You can also sign in with an email verification code if your email is set up as a sign-in method. Add more passkeys in **Settings → Security** so you have a backup.

</details>

<details>

<summary><strong>What are AS Points and how do I earn them?</strong></summary>

AllScale Points reward your activity, such as verifying your email, receiving invoice payments, login streaks, referrals and using Claim Links. You can also enter redeem codes from our campaigns. See [Rewards](/allscale-wallet/get-on-board-with-allscale-wallet/rewards.md).

</details>

### AllScale Invoice

<details>

<summary><strong>Does my client need an AllScale account to pay?</strong></summary>

No. Anyone with an email address can receive and pay your invoice. AllScale users also get an in-app notification.

</details>

<details>

<summary><strong>How can my client pay?</strong></summary>

In a stablecoin you accept on the invoice (USDT or USDC), using:

* **AllScale Pay:** pay from an AllScale balance
* **Scan to Pay:** scan a QR code with a crypto wallet app (on desktop)
* **Connect Wallet:** connect an external wallet, for example via WalletConnect

However they pay, you receive stablecoins in your AllScale balance.

</details>

<details>

<summary><strong>Is there a minimum invoice amount?</strong></summary>

Yes. The invoice total must be at least **$0.10**.

</details>

<details>

<summary><strong>What do the invoice statuses mean?</strong></summary>

**Sent / Viewed** → **Processing** → **Completed**. An invoice can also be **Overdue** if unpaid after the due date, or **Failed** if the payment didn't go through. Track them in **Invoice History**.

</details>

<details>

<summary><strong>Can I remind a client who hasn't paid?</strong></summary>

Yes. Open the invoice and click **Send Reminder** to email the payer the payment link. You can send one reminder per invoice every 24 hours.

</details>

<details>

<summary><strong>Can I edit or cancel an invoice?</strong></summary>

Yes, as long as it hasn't been paid. See [Get on board with AllScale Invoice](/allscale-invoice/get-on-board-with-allscale-invoice.md).

</details>

### AllScale Claim Link

<details>

<summary><strong>What is a Claim Link?</strong></summary>

A link that holds a stablecoin amount. You send it to anyone, and they claim the funds by opening it in a browser. No prior signup is needed. See [AllScale Claim Link Introduction](/allscale-claim-link/allscale-claim-link-introduction.md).

</details>

<details>

<summary><strong>Does the recipient pay any fees?</strong></summary>

No. The gas fee is covered by the person who creates the link.

</details>

<details>

<summary><strong>How does the recipient claim?</strong></summary>

They open the link and either sign in (or sign up with an email) to receive the funds in an AllScale wallet, or enter their own EVM wallet address (starting with 0x). Onchain transfers can't be reversed, so they should double-check the address. See [Claim the funds](/allscale-claim-link/get-on-board-with-allscale-claim-link/claim-the-funds.md).

</details>

<details>

<summary><strong>Who can claim my link?</strong></summary>

**Anyone who has the link.** Adding a recipient email is optional and only sends them a notification. It doesn't restrict who can claim. Share links only with the intended recipient.

</details>

<details>

<summary><strong>What happens if a link isn't claimed?</strong></summary>

Links expire after **14 days** by default. You can change the expiry for new links in **Settings → Claim Link**: 24 hours, 7 days, 14 days, or a custom period of up to 30 days. Unclaimed funds are refunded in full to you automatically. You can also cancel a link before it's claimed.

</details>

<details>

<summary><strong>Can I create Claim Links in bulk?</strong></summary>

Yes, through the API. Turn on Checkout, then enable **API - Auto Payout** in your store settings. See [Generate Claim Link](/allscale-claim-link/get-on-board-with-allscale-claim-link/generate-claim-link.md).

</details>

### AllScale Payroll

<details>

<summary><strong>How do I sign in to AllScale Payroll?</strong></summary>

After AllScale activates your business account, go to [dashboard.allscale.io/login](https://dashboard.allscale.io/login) and sign in with your registered email and the temporary password from your confirmation email. You'll be asked to change your password on first login. See [Get on board with AllScale Payroll](/allscale-payroll/get-on-board-with-allscale-payroll.md).

</details>

<details>

<summary><strong>Do I need to fund my account before payroll runs?</strong></summary>

**Yes.** You must have enough balance **before the scheduled pay date** for payroll to be processed.

</details>

<details>

<summary><strong>How do I fund my account, and how long does it take?</strong></summary>

**Currently:** fiat by wire transfer from your business bank account. Include your Business Reference Code in the memo, then click **I Transferred** and submit the transfer details. Deposits usually arrive in less than 2 business days.\
**Coming soon:** stablecoin deposits (e.g. USDT, USDC).

</details>

<details>

<summary><strong>What happens if I forget to approve payroll?</strong></summary>

Payroll stays **Pending approval** and won't be paid until you approve it. AllScale emails you a reminder before each pay date. If the pay date passes without approval, the payroll becomes **Overdue**: you can still approve it from the Payroll tab to pay it late, or choose **Skip this cycle** to cancel that period.

</details>

<details>

<summary><strong>What if my balance is too low on the pay date?</strong></summary>

The payroll is marked **Overdue** instead of being paid. Top up your balance with **Deposit**, then open the payroll in the Payroll tab and approve it again, or choose **Skip this cycle** if you don't want to pay this round.

</details>

<details>

<summary><strong>Can I edit a team member's info or wallet address?</strong></summary>

**Wallet address:** the team member updates it from their own AllScale Payroll account (**Update wallet**). The change takes effect after you approve it in your dashboard's Updates panel. We recommend sending a 1 USDT test payment with **Test wallet address** before you approve.\
**Pay amount:** change amounts for a pending payroll with **Edit Salary** before approving it.\
**Other details** (email, standing salary, contract type) aren't self-serve yet. Contact <payroll@allscale.io>.

</details>

<details>

<summary><strong>Can employees be paid on different schedules?</strong></summary>

**No.** Everyone in a company follows the **same payroll schedule** (Monthly, Weekly or Bi-weekly). If your payments don't follow a fixed cycle, your account can use **On-demand** payroll instead, where you start each run yourself with **Start a payroll run**.

</details>

<details>

<summary><strong>Where can I download payroll invoices, receipts and payslips?</strong></summary>

Go to the **Payroll** tab:

* Upcoming payrolls: **Download Invoice**
* Completed payrolls: **Download Receipt** (payroll summary and service receipt)

See [Documents](/allscale-payroll/documents.md) for what each document includes.

</details>

<details>

<summary><strong>How will I know if something goes wrong?</strong></summary>

You'll get an email and a dashboard alert with guidance on how to resolve it. Unsuccessful payments are not deducted from your balance and can be retried from the dashboard.

</details>

### AllScale Partner Program

<details>

<summary><strong>What's the difference between the Affiliate and Broker programs?</strong></summary>

The **Affiliate Program** is a standard referral path: share your link and earn a revenue share on AllScale fees. The **Broker Program** is application-based, with custom terms and pricing autonomy. See [Affiliate vs. Broker](/allscale-partner-program/affiliate-vs.-broker.md).

</details>

<details>

<summary><strong>How much can affiliates earn?</strong></summary>

A revenue share on qualified platform fees from each referred merchant: **25%** in year 1, **15%** in year 2, **10%** in year 3 and **5%** from year 4 onward, counted from that merchant's Checkout activation date. Payouts are currently settled monthly.

</details>

<details>

<summary><strong>When does a referral count?</strong></summary>

When the merchant registers through your link, completes onboarding and activates AllScale Checkout. Registration alone doesn't qualify. If several affiliates refer the same merchant, the first one gets the credit.

</details>

<details>

<summary><strong>What do referred merchants get?</strong></summary>

A **10% fee discount** for their first 3 months, and a one-off **$2,000 cashback** on reaching $1,000,000 in settlement volume, subject to program terms.

</details>

<details>

<summary><strong>How do I become a broker?</strong></summary>

Contact <hi@allscale.io> to apply. AllScale reviews your merchant network, industry focus and expected volume. See [Broker Program](/allscale-partner-program/broker-program.md).

</details>

More answers: [Affiliate FAQ](/allscale-partner-program/affiliate-program/affiliate-faq.md) · [Broker FAQ](/allscale-partner-program/broker-program/broker-faq.md)

***

Don't see your question? Email <hi@allscale.io> and we'll help you.