Occasionally, your off-ramp transaction may fail due to rare technical issues or if your bank doesn't support the payout method you selected.
Will I receive a refund for a failed transaction?
If you’ve received an email notifying you that your off-ramp transaction has failed, don’t worry your transaction is already being processed for a refund.
Crypto Refunds: What to Expect
Most crypto refunds are processed within 24 hours and will appear in your wallet shortly after. However, some exceptions may cause delays:
Unmatched transfers: If you sent us crypto without initiating a transaction, we need to manually identify and verify the funds.
Wrong network: If you sent crypto on the wrong chain (e.g., you sent ETH on Arbitrum but your transaction was for a different network), processing the refund can take longer.
Weekend delays: If your transaction failed over the weekend, the refund may be issued on the next business day.
In these cases, refunds can take up to 10 business days to process. Once completed, you’ll receive an email confirmation. You can also track the status of your refund using your transaction receipt.
What to do if your crypto refund is delayed
If your refund hasn’t arrived within 24 hours, first double-check that the crypto was deducted from your wallet.
If it was, and you haven’t received your crypto or an update from us, consider whether:
You made the transfer over the weekend.
You may have sent crypto without creating a transaction.
You possibly used the wrong blockchain network.
If any of the above apply, your refund may take longer. Otherwise, please contact our support team and include the transaction hash (TX hash) of your transfer—this will help us trace and resolve the issue promptly.