Buyer: Paid but didn’t receive crypto

If you have already paid the seller but haven’t received the cryptocurrency, don’t worry — this situation can usually be resolved quickly.

⚠️ Important: Always complete payments and communication inside the platform. This way, you stay protected by escrow and our support team can assist you if issues arise.

To speed up dispute resolution, when you confirm the payment, please attach proof of payment (preferably a video showing the transfer and its details).

Common reasons for delay

• Payment is still processing in the banking system.
• The seller missed the notification or is temporarily offline.
• Incorrect payment requisites were entered.
• The seller requires additional confirmation before releasing funds.

Steps to resolve the issue

Step 1. Double-check payment details

• Confirm that the payment was sent to the correct requisites provided by the seller.
• Make sure the transaction amount is correct.

Step 2. Allow for processing time

• Some payment methods may take additional time to process.
• Check that the payment status is not marked as pending.
• Sellers may also need a few minutes to manually confirm the payment.

Step 3. Check order status

• The seller has a limited time to confirm the crypto release — check the countdown timer in the offer window.
• You can find your active trades under Wallet → Actions required.
• All trades are protected by escrow, and the seller’s cryptocurrency is locked once the trade starts.
• After the seller confirms your payment, escrow will release the cryptocurrency to your wallet.

Step 4. If the seller doesn’t send crypto after the timer ends

• Do not open a separate support request about the issue.
• Open a dispute directly within the trade window after the seller’s timer ends.
• Provide proof of payment (video confirmation is preferred).
• The support team will review the case and all evidence from both sides.
• A final decision will be made to either release the crypto to the buyer or return it to the seller.

When to create a dispute

• The seller’s timer has ended and no action was taken.
• The seller marked the transfer as received, but the cryptocurrency did not appear in your account.
• You need to provide additional proof.
• You suspect fraudulent activity.

You can communicate with the support team directly from the dispute window or through the Support page.