Hi there 👋
If you bought Bitcoin (BTC) or Bitcoin Cash (BCH) or other cryptocurrencies within the Bitcoin.com wallet app or via buy.bitcoin.com and your transactions are still pending, please be aware that transactions may take a little while to receive. Please be patient while your credit card or bank settle with our third-party provider to release the coins to you.
Below are some approximate timeframes we regularly see:
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Did you purchase with a credit/debit card? 🕐 ~30min - 2hr to complete
If your purchase was made with credit/debit card, on average it may take between 30min - 2hrs to be processed and delivered, but can take up to 10 hours if additional checks are required on your submitted identification documents, banking institution, or transaction.
Please be aware: In periods of high demand or network congestion on the BTC network, there may be further delays.
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Did you make a purchase via bank transfer? 🗓 ~3 days
If your purchase was made via Bank transfer (SEPA/GBP), it may take up to 3 days until your funds are wired and processed by your Bank.
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Your submitted identity verification documents may add further delays. Don't forget to check your emails 📧
Please make sure to check your email inbox (or spam inbox) and see if you have received an additional request to verify your identity. This will delay your transaction if not completed.
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I logged into my bank and it is already showing a debit. Why? 🤔
Please be aware that a temporary hold from our partner (Moonpay) was placed on your account until the purchase can be fully completed. It will be fully refunded if your purchase is not unable to go through.
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How will i know when my funds arrive? Check your 📱Wallet
If you purchased within the Bitcoin.com Wallet App, you’ll receive a push notification on your phone as soon as the purchased coin arrives in your Bitcoin.com wallet. You can also check the status of your transaction by opening your Bitcoin.com Wallet and tapping into your Bitcoin or Bitcoin Cash wallet and view your list of transactions. Look for a newly received transaction.
Don't forget to keep an eye out on your email inbox for further notifications.
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Can my purchase be rejected? 🙅♂️
In some cases your purchase will fail either because your bank will reject the purchase or because you do not have enough funds. Please contact your bank by calling the number on the back of your card, and make sure Moonpay is authorized, and that enough funds are in your account for the total purchase.
Purchases can also be rejected if you do not provide required documents. If there is any issue with your personal verification, remember to check your emails.
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If you have any concerns regarding your transaction, please contact our third-party support agents:
📱 For in-app purchases from within the mobile wallet using Moonpay, please email: support@moonpay.io
📱 For in-app purchases from within the mobile wallet using Simplex, please contact: https://www.simplex.com/submit-a-ticket/
🌐 For purchases made through buy.bitcoin.com using Moonpay, please email: support@moonpay.io
🌐 For purchases made through buy.bitcoin.com using Simplex, please email: https://www.simplex.com/submit-a-ticket/
Please Note: Buy functionality on Bitcoin.com products and services are provided by third-party partners. If your transaction is still pending, or have any other issues regarding that service, please submit a ticket to the appropriate contact center.
If you have any other questions or issues - please contact our support team 😊
Thank you 🙏