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This section is for your operators and support teams managing the live flow of USDT/USDC through Bitnob and the external blockchain networks.

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Key responsibilities

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Finance & treasury ops

  • Monitor wallet balances across chains
  • Keep balances funded and manage liquidity thresholds
  • Oversee reconciliation and transaction finality

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Customer support

  • Investigate missing deposits, failed transfers, or wrong chain usage
  • Escalate stuck transactions or edge cases to engineering
  • Communicate clearly with customers using txHash, reference, and chain context

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Risk & compliance

  • Flag unusual transfer patterns or wallet usage
  • Monitor webhook failure rates
  • Ensure address whitelisting and transfer limits are enforced if enabled: Validate Address confirms an address belongs to the expected chain

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Monitoring tools

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Standard operating procedures (SOPs)

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1. Deposit not showing up

  • Confirm chain, token, and address used by customer
  • Lookup the Bitnob transaction record, then the chain explorer using txHash
  • Check Bitnob webhook log for deposit.success: see the deposit webhook payload
  • If not received: escalate to Engineering with txHash and address

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2. Transfer in pending status > X mins

  • Lookup transfer by reference using Get Transaction By ID Or Reference, and check it against the withdrawal status lifecycle
  • Check chain congestion / gas status
  • If gas fees look too low → escalate. Don’t resubmit with a new reference, because that can send the funds twice.
  • If tx broadcasted but not confirmed → monitor block height
  • If stuck >30 mins → initiate escalation protocol

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3. Webhook delivery failure

  • Contact Bitnob support to retry the delivery
  • If issue persists:
    • Validate destination endpoint status
    • Check signature verification is not failing silently, and that any IP allowlist still matches the published Source IPs
    • Notify integration partner (client)

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4. Wrong chain deposit

  • Unfortunately, most are irrecoverable
  • If sent to a Bitnob-controlled contract on the wrong chain: escalate for manual recovery (case-by-case, no guarantee)
Response template: “Your deposit was sent via [chain X], but the address issued was for [chain Y]. These networks are not compatible. Funds are likely unrecoverable. For future deposits, please double-check the network and address format.”

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Reconciliation flow

Daily or hourly, your ops team should compare wallet balances against the transaction history: Reconciliation Flow Diagram
  • Flag any mismatches > 0.5%
  • Include details like reference IDs, txHashes, webhook events, and timestamps
  • Use this data to correct ledger state or follow up on external deposits

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Escalation channels

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Training & internal docs

Operations teams should be trained to:
  • Read blockchain explorers (Etherscan, Tronscan, Solscan)
  • Understand Bitnob reference IDs and idempotency
  • Parse webhook payloads and link to user accounts
  • Use internal tools to replay or verify events
  • Communicate using chain-aware language with customers