Stablecoin Operations Guide
This section is designed for internal operators and support teams managing the live flow of USDT/USDC across Bitnob's infrastructure and the external blockchain networks.
Key Responsibilities
Finance & Treasury Ops
Monitor wallet balances across chains
Fund hot wallets and manage liquidity thresholds
Oversee reconciliation and transaction finality
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
Risk & Compliance
Flag unusual transfer patterns or wallet usage
Monitor webhook failure rates
Ensure address whitelisting and transfer limits are enforced if enabled
Monitoring Tools
| Tool | What to Monitor |
|---|---|
| Webhook logs | Delivery failures, retries, latencies |
| Transfer status tracker | Transfers stuck in pending for too long |
| Wallet balance dashboard | Liquidity thresholds per chain/token |
| Audit log | Key usage, manual overrides, replays |
| Reconciliation reports | Bitnob vs internal ledger differences |
Standard Operating Procedures (SOPs)
1. Deposit Not Showing Up
Confirm chain, token, and address used by customer
Lookup transaction via chain explorer using txHash
Check Bitnob webhook log for deposit.succeeded
If not received: escalate to Engineering with txHash and address
2. Transfer in Pending Status > X mins
Lookup transfer by reference Check chain congestion / gas status
If gas fees too low → resubmit with higher priority
If tx broadcasted but not confirmed → monitor block height
If stuck >30 mins → initiate escalation protocol
3. Webhook Delivery Failure
Retry via Dashboard or Support CLI
If issue persists:
Validate destination endpoint status
Check signature verification is not failing silently
Notify integration partner (client)
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)
Reconciliation Flow
Daily or hourly, your ops team should:
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
Escalation Channels
| Issue | Route |
|---|---|
| API downtime | Engineering + Infra |
| Large value transfer stuck | Engineering + Treasury |
| Wrong token or chain deposit | Support → Ops → Engineering |
| Webhook system-wide failure | SRE → Engineering |
| Wallet showing unexpected balance | Engineering + Finance (Reconciliation) |
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
