If you did not pay, nothing was charged: order again. If you sent money after the window closed, contact support with your payment proof and it will be credited to your Mate Wallet.
What to do depends on one thing: did you send money or not? If you did not, simply order again. If you did, contact support and the payment will be credited to your Mate Wallet.
01If you did not pay
Nothing was charged. The unpaid order is closed automatically, and its status then shows Failed. Nothing needs fixing.
- 1On the order page, select Order again if it is offered. It opens checkout with the same items.
- 2Otherwise, add the items to your cart again and check out.
The new order uses today's prices, so the total can differ. A coupon from the earlier order is not carried over, so enter it again if you have one.
Important: do not send money to the old address or pay the old request. Always pay the new one.
02If you paid in time and the window closed while it was confirming
Open your order page. It keeps checking, and updates as soon as the payment is confirmed. If the order has already changed to Failed, follow the next section instead. See I paid but my order still shows Pending payment.
03If you paid after the window closed
A payment that arrives after the order was closed is recorded, but the closed order is not reopened and you do not get an automatic message. Contact support. The payment will be credited to your Mate Wallet, and you can use that balance to order again.
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. Refunds are usually completed within 0–24 hours.
Please do not place and pay a second order for the same items before you hear from us, unless you want both.
04Avoid it next time
- Start the payment when you are ready to send. You have 30 minutes, or 15 minutes with TON Connect and Tonkeeper.
- If your exchange holds withdrawals for review, use that exchange's pay option at checkout instead of On-Chain, or pay from your Mate Wallet balance.
05When to contact support
Contact us if you sent money and the payment screen shows Payment window expired, or the order shows Failed. Use the support widget on the site or email [email protected]. Send:
- Your order number and the email used for the order.
- The transaction hash (TXID) and network, or a screenshot of the payment record from your exchange app.
- The amount and the time you sent it.
- The email of your KryptoMate account, if it differs from the order email.
Never send your password, verification codes, wallet seed phrase or private keys. We will never ask for them.