What Should I Do If I Haven’t Received My Order After Full Payment?

  • Updated

If you have made a payment and have not received your order, please follow these steps to resolve the issue:

If You Used the Wrong Token or Network

  1. Verify Payment Details: Ensure that the token sent matches the one requested on your invoice and that the payment was made on the correct network.
  2. Contact Support: If the token or network was incorrect, provide the support department with the following details:
    1. Your invoice ID
    2. Chain or network used
    3. Transaction hash (this is critical for tracking your payment) 

Please note: Transactions made with an unsupported token or network typically result in a loss of funds, but our team will attempt to recover the payment if possible. Contact Customer Service for assistance.

If You Used the Correct Token and Network

If the correct token and network were used, there are several potential reasons for the delay:

  1. Unconfirmed Transaction: Sometimes, transactions take longer to be confirmed. Click here for more information. 
  2. Expired Invoice: If payment was not received on time, the invoice might have expired. Learn more about expired invoices.
  3. Underpayment: The amount paid might not have fully covered the invoice amount. Check here for underpayment information.
  4. Phone Refill: Phone refill operators may experience high order volumes, leading to slower processing times.
  5. Technical Issues: Any technical failure might also delay your order. Contact Customer Service for assistance.

For immediate assistance, please ensure to provide all relevant transaction details when contacting customer service. This helps expedite the troubleshooting process and ensures a quicker resolution to your issue.