Payments are confirmed automatically and the order page updates by itself. If the countdown has ended and your payment shows as sent but the order has not changed, contact support with your payment proof.
You do not need to do anything for a payment to be confirmed. The order page checks for it by itself and updates when the payment is confirmed. If it does not, the steps below show what to check and when to write to us.
01How confirmation works
- Exchange pay (Binance Pay, Bybit Pay, Gate Pay, KuCoin Pay and others): confirmed once the payment is reported to us.
- On-Chain: the network has to confirm the transfer first. The payment screen shows Payment detected · confirming and says this usually takes 10 to 30 minutes. A busy network can take longer.
- Web3 wallets, TON and Ledger: confirmed after the network confirms the transaction you approved.
02Steps
- 1Open your order page. While it waits, its status is Pending payment.
- 2Check in your wallet or exchange that the payment really left. A withdrawal that your exchange still shows as processing has not been sent yet.
- 3Select Complete payment and compare what you sent with what the page shows: the coin, the network, the exact amount and, if shown, the memo or tag.
- 4If everything matches, select Payment sent. The page shows "Confirming your payment" and keeps checking. You can also select Refresh order.
Important: do not pay again while you wait.
03If the page shows something else
- Partly paid: less than the full amount arrived. See I sent less than the amount due.
- Payment window expired, or the order now shows Failed, but you did pay: see My payment window expired. What now?.
- You used a different network or coin: see I sent the wrong coin or used the wrong network.
04When to contact support
Contact us if the countdown on the payment screen has ended and your wallet or exchange shows the payment as completed, but the order still shows Pending payment or has changed to Failed. You can also write earlier if you are unsure.
Use the support widget on the site or email [email protected]. Send everything in your first message:
- Your order number and the email used for the order.
- The payment method, coin and network.
- The transaction hash (TXID) for an On-Chain or wallet payment, or a screenshot of the payment record from your exchange app.
- The amount you sent and the time.
Never send your password, verification codes, wallet seed phrase or private keys. We will never ask for them.