I paid twice or sent too much

An extra payment or an overpayment is not sent back automatically, so please tell us. With the details of each payment our team can find them and review the case under the Refund Policy.

01First, check what happened

• Two orders in your list: open Orders in your account. If two orders for the same items were paid, you placed two orders. Both may have been delivered, so check both order pages.
• One order, two payments: this can happen if you paid, did not see the page update, and paid again.
• One payment that was larger than the amount due: for example, the amount was typed by hand.

02What to do

1. 1Do not make any further payment.
2. 2Collect the details of every payment: the transaction hash (TXID) and network for an On-Chain or wallet payment, or a screenshot of each payment record from your exchange app.
3. 3Contact support with these details and tell us what you would like, for example to keep one order and have the other payment reviewed.

03What to expect

• Our team checks the payments and replies in your conversation. The outcome is decided case by case under the Refund Policy.
• The Refund Policy lists a duplicate charge caused by a platform or processing error as a ground for a refund.
• If a second order was delivered, the Refund Policy says a delivered product cannot be cancelled.
• If a refund is approved, it goes back to your original payment method. If you have a KryptoMate account, it can be credited to your Mate Wallet instead. Crypto refunds are calculated on the US dollar value, and network fees may be deducted.

04Avoid it next time

• After you pay, wait for the page to update. A payment that shows Payment detected · confirming does not need to be sent again.
• If your cart shows "A payment for this order is being confirmed" or "A payment for this order is waiting", do not start a new payment.
• Copy the amount with the Copy button.

05When to contact support

Contact us as soon as you notice the extra payment. Use the support widget on the site or email [email protected]. Send:

• Your order number or numbers and the email used for the order.
• The payment method, coin and network.
• The TXID of every transfer, or a screenshot of every payment record from your exchange app.
• The amount and time of each payment.

Never send your password, verification codes, wallet seed phrase or private keys. We will never ask for them.

06Related articles

• I paid but my order still shows Pending payment
• How will I get my refund and how long does it take?
• What should I send support about a payment problem?