What is a cancelled order?
Very rarely there can be an instance when your payment is successful but your order is cancelled. This can be due to technical or processing issues between our system and the blockchain.
What are the next steps for a cancelled order?
NFTs
You don't need to do anything if your NFT order is cancelled. When the smart contract transaction fails, we drop the card authorisation and don't charge you. If the payment appears to be pending or successful in your bank, please allow some time for this to clear. If it doesn't, reach out to your bank for further details. You are welcome to try the transaction again.
Crypto
Please contact our support team, indicating your order number and whether you would like us to refund your card or resend the crypto when possible.
The order number is in your order details or in an email we've sent you. You can reach us by email ([email protected]) or the live chat box in the bottom right-hand corner of this page.
What is a failover?
A failover order can occur when your payment is successful, but when we send the crypto to execute the smart contract transaction, the transaction reverts or fails.
This is very uncommon, but if it does happen, we will automatically send the purchased crypto to your address. You can use this crypto to attempt your purchase again.