If less than the full amount arrives, the payment shows Partly paid and nothing is delivered. Send the rest before the window closes, or contact support to have it credited to your Mate Wallet.
An order is paid only when the full amount arrives. If less arrives, the payment shows as Partly paid and nothing is delivered yet. You can send the rest while the payment window is open, or contact support.
01Why this happens
- Your exchange took its withdrawal fee out of the amount you typed, so slightly less arrived.
- The amount was rounded or typed by hand instead of copied.
- The payment was split into more than one transfer and only part has arrived.
02If the payment window is still open
- 1Look at the On-Chain payment screen. It shows Partly paid · send the rest and the countdown.
- 2Work out the remainder: the amount under Send exactly minus what has already arrived.
- 3Send the remainder to the same address, on the same network, before the countdown ends. Add your exchange's withdrawal fee on top, so the full remainder arrives.
- 4Select I've sent the rest.
When the full amount is confirmed, the order continues normally.
03If you cannot send the rest
Sometimes a wallet or exchange will not send a very small amount, or the window has already closed. In that case, contact support. The amount you sent will be credited to your Mate Wallet, and you can use that balance for a new order.
A Mate Wallet needs a KryptoMate account. If you ordered as a guest, create an account or sign in first, and tell support which account it is.
04Good to know
- Your order page shows "Payment partly received" while the order is part-paid. Our team checks part-paid orders.
- Do not place a new order and pay again for the same items before you hear from support, unless you want both.
05Avoid it next time
- Use Copy for the amount, down to the last digit.
- Check your exchange's withdrawal fee first. If it is taken from the amount, raise the amount so the exact amount arrives.
06When to contact support
Contact us if you cannot send the remainder, or if you sent it and the order still shows Partly paid after the countdown ended. Use the support widget on the site or email [email protected]. Send:
- Your order number and the email used for the order.
- The coin and network, and the transaction hash (TXID) of each transfer.
- The amount that was due and the amount you sent.
Never send your password, verification codes, wallet seed phrase or private keys. We will never ask for them.