In rare cases, your payment may be successful, but the order gets cancelled.
This can happen due to technical or processing issues between our system and the blockchain.
If you were buying an NFT:
You don’t need to do anything.
When an NFT transaction fails, the smart contract is not executed, and Wert drops the card authorization — meaning we do not charge your card.
If the payment still appears as pending or successful in your banking app, this is likely a temporary hold placed by your bank.
It will clear automatically — but if it doesn’t after a few days, we recommend contacting your bank for more details.
If you were buying cryptocurrency:
If your crypto order was cancelled, please contact our support team and include
Your order number
Whether you’d prefer a refund or for us to resend the crypto (if possible)
You can find your order number in the order details page or the confirmation email we sent you.
Reach us via [email protected] or by clicking the chat box in the bottom right corner of this page.
Failover
A failover happens when your payment is successful, but the attempt to complete the blockchain transaction fails or reverts (for example, due to network issues or gas fees).
This is rare — but if it happens, Wert will automatically send the purchased crypto to your wallet address once the failover is confirmed.
You can then use that crypto to try the transaction again manually.