An order you placed can be cancelled due to different reasons.
Manual cancellation
Should our support or compliance department have manually cancelled your order, you will be contacted by them via email. They will describe the circumstances of your order's cancellation.
Automatic cancellation
This may be caused due to the failure of the payment procedure. Most payment methods (iDeal, Bancontact, Giropay, Credit card, ApplePay, Sofort) need to be instantly validated by our system. If, due to any reason, during the payment procedure the connection was interrupted the payment could fail, resulting in the automatic cancellation of that order. No payments will be processed by us, any payments being sent will be automatically refunded.
No payment sent
Payment methods like Bank transfer and Sofort require you to send the payment manually via your banking platform. If you forgot to send the payment or changed your mind and did not send your payment, the order will be cancelled after 10 days.
Transaction refused by your bank
Some banks have more strict regulations on payments to cryptocurrency-related organisations like BTC Direct. When you notice that your payment has been refunded to your bank account, chances are that your bank has rejected the payment to BTC Direct. In that case, please contact your bank to explain that you wish to purchase cryptocurrency.
Incorrect payment details
When placing a Buy order, for example via Bank transfer, you will need to carefully copy the details we provide to you.
Also when placing Sell orders it is important to copy the exact wallet details we provide to you at that point. Some details may change for every order.
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