Fiat Troubleshooting

My ID document has expired, and I’m waiting for a new one. What can I do?

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To pass our verification process, you must submit an ID document valid for at least one month from the submission date. If you can not comply with this requirement, the provider will have to cancel your transaction. If the transaction is canceled for this reason, the hold on funds will be lifted according to the terms of the specific bank. In most cases, the ETA for it is up to 10 days, but for more precise information you’ll need to contact your bank.

I’ve sent a bank transfer, but the order is still pending.

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If you have waited longer than the maximum processing time for bank transfers (on average, 1–5 working days) and still haven’t received your order, click the transaction tracker link you received in your email order confirmation.

The tracker will tell you whether we’re waiting for you to provide additional information or upload documents so that the provider can complete your order.

Please make sure that:

  • You sent the transfer from your own bank account.
  • You sent the correct amount.

If either of these requirements is not met, the provider might not be able to link your bank transfer to your order when we receive it. As a result, your transaction could be delayed or even canceled and refunded. If you face any problems, please, contact the fiat provider support.

Why did my fiat transaction fail?

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The fiat partner is responsible for your transaction. That’s why we don’t know the reason for your transaction failure. In any case, please contact the fiat provider’s support.

If your order has failed, and you have received a message saying, “Your transaction has been declined by your bank,” please contact your bank for assistance because they have rejected your payment.

For any other inquiries, please reach out to the partner’s support team.

  1. Simplex: https://www.simplex.com/support/
  2. Banxa: https://support.banxa.com/en/support/tickets/new as well as the online chat in the bottom right corner on the page where you entered your purchase details or via email at [email protected]
  3. Moonpay: https://support.moonpay.com/hc/en-gb/requests/new
  4. Switchere: via their online chat on the website – https://switchere.com/ – or via the [email protected] email address
  5. Wert: https://support.wert.io/en/ or use their [email protected] email address
  6. Topper: https://support.topperpay.com/hc/en-us/requests/new
  7. Transak: [email protected]
  8. Unlimit: [email protected]
  9. XGo: [email protected]

I’ve been charged twice. Will you refund me?

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Firstly, please check whether you placed two orders instead of one. If everything looks right, please contact the partner’s support team as soon as possible.

It’s been more than 10 business days, and I still didn’t get the money back. What can I do?

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Our fiat partners reverse charges on our customers’ cards when their transactions fail or time out, so rest assured that no money has been taken from your account.

Typically, refunds are processed within 10 business days. However, your bank may take longer than this to remove the authorization hold. Please contact them if you wish to expedite the process because, unfortunately, we can’t speed this up.

My transaction failed, and I never received a refund

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Transactions made via card
As soon as your transaction fails, our fiat partners cancel the temporary pre-authorization placed on your card when you first made your order — the funds never leave your bank account.

It usually takes up to 2 working days for your bank to remove the authorization hold, so please reach out to your bank if you’ve been waiting longer than 14 business days.

Transactions made via bank transfer
If you made a bank transfer to pay for your order and your transaction failed, our fiat partners will automatically send your funds back to your bank account within a few working days.

I can’t access my wallet. What can I do?

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Unfortunately, any issues related to your personal crypto wallet are beyond our control. Please contact your wallet’s customer service for assistance should you require any help.

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