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 several hours to receive.
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Did you purchase with a credit/debit card? 🕐 ~30min - 2hrs 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 check your emails regularly for updates on your order
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 check your email inbox (or spam inbox) to see if you have received an additional request to verify your identity. This will delay your transaction if not completed.
If you bought within the Bitcoin.com Wallet for iOS or android you can also view the status of your purchase by tapping the 🔔 icon in the top-right corner of the home screen.
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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 was placed on your account until the purchase can be fully completed. It will be fully refunded if your purchase is unable to go through.
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How will i know when my funds arrive? Check your 📱Wallet
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 asset arrives in your Bitcoin.com wallet. You can view the status of your purchase by tapping the 🔔 icon in the top right corner of the home screen. Another way to view transactions is by tapping on the relevant wallet (eg. My BCH Wallet). This will show you the history of transactions for that wallet. 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 rejected the purchase or because you do not have enough funds in your account. Please contact your bank by calling the number on the back of your card, and make sure Moonpay, Simplex, or CEX is authorized.
Purchases can also be rejected if you do not provide required documents. If you think there may be an issue with your personal verification, check your email for messages from our partner.
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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:
You may visit this page moonpay.zendesk.com/hc/en-gb/requests/new
📱 For in-app purchases from within the mobile wallet using Simplex, please the fill out the form here: 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 fill out the form here: https://www.simplex.com/submit-a-ticket/
🌐 For purchases made through buy.bitcoin.com using CEX, please follow the instructions here: https://support.cex.io/en/
If you have any other questions or issues - please contact our support team 😊
Thank you 🙏