Why have I not yet received my cryptocurrency?

There can be several reasons why you have not yet received your cryptocurrency. Below are the most common situations:

1. We have not yet received your payment
If you chose bank transfer or SOFORT as your payment method, it can take 1–3 business days before we receive the funds on our bank account.

• In the case of SOFORT, you can speed up the process by sending us a proof of payment.

• For bank transfers, please allow up to three business days for the funds to arrive.

2. Additional verification is required
If you paid with credit card, PayPal, Bancontact/Mister Cash or Apple Pay, we might need some extra verification before processing your order.
Please check your email inbox (and spam folder) to see if we requested additional documents. Your order will be completed as soon as the verification is done.

3. Phone verification required
In some cases, we invite customers to complete a short phone call as part of the verification process.
Please check your email inbox (and spam folder) to see if you have received an invitation.
Your cryptocurrency will be sent as soon as this call has taken place.

4. Network or wallet-related delays
Cryptocurrency transactions can take varying amounts of time to be confirmed due to differences in network protocols, congestion, and transaction fees. Delays can also be caused by wallet synchronization issues, network outages, or misconfigured transaction fees.
Make sure your wallet is properly synchronized with the blockchain to ensure the transaction is visible.