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 is temporarily offline or has not yet seen the notification.
• Incorrect payment requisites were entered.
• The seller requires additional confirmation before releasing funds.

What to Do

Step 1. Verify your 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. Check payment status and wait

• Ensure the payment is not marked as pending.
• Some payment methods may take additional time to process.
• Allow the seller time to review and 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.
• The cryptocurrency is held in escrow and will be released after confirmation.

Step 4. Open a dispute if needed

If the seller’s timer expires and you still haven’t received the cryptocurrency, open a dispute directly in the trade window.

You should also open a dispute if the situation is unclear or significantly delayed.

• Open the dispute from the trade window
• Provide proof of payment (a video confirmation is preferred)
• Wait for the support team to review the case

The support team will analyze all evidence and make a final decision — either releasing the cryptocurrency to you or returning it to the seller.

You can communicate with support directly in the dispute chat or via the Support page.

Tips to prevent future issues

• Always send payments using the exact payment details provided in the trade.
• Use payment methods that allow you to easily verify and track transactions.
• After sending the payment, mark the order as paid only if the transfer was actually completed.
• Upload a clear confirmation of payment (such as a receipt or screen recording) when marking the payment as sent.
• Keep all communication related to the trade within the platform chat.