The order email is sent when your order is delivered, not when you pay. Check spam and the address on the order; your code is on your order page either way.
You do not need the email to get your purchase. Your code is on your order page. The email is a copy with a link back to that page.
01When the email is sent
The order email is sent when your order is delivered. No email is sent at the moment you pay. If your order still shows Pending payment, Pending delivery or Processing, the email has not been sent yet.
02Steps
- 1Check the status of your order. Signed in: open Orders in your account. Guest: go back to the order page if it is still open in your browser.
- 2Search your inbox for "KryptoMate".
- 3Look in the spam, junk and promotions folders. If you find the email there, mark it as not spam.
- 4Check which address the order used. On a delivered order, the order page says "A copy of your order details has been sent to", followed by the address.
03If that did not work
- The address on the order has a typing mistake: see I entered the wrong email at checkout.
- You signed in with an exchange or a wallet and your account has no email: add one under Settings, then Profile. Your orders are under Orders in the meantime. See How do I add an email to my account?.
- Your mailbox is full or blocks unknown senders: free up space or allow emails from KryptoMate, then ask support to send the email again.
04When to contact support
There is no resend button on the site. If the order is delivered and the email is not in any folder, ask support to send it again. Use the support widget on the site or email [email protected], and include:
- Your order number, if you have it.
- The email you typed at checkout.
- If you have no order number: the product, the amount, and the date and time you paid.
Never send your password, verification codes, wallet seed phrase or private keys. We will never ask for them.