If you have sent a payment and the checkout page has not updated yet, this usually resolves on its own. Here is what is happening and what to check.
The payment needs network confirmations
A transaction is not credited the moment you press send. It first has to be included in a block and receive confirmations on the blockchain. Depending on the network and how busy it is, this can take anywhere from a few seconds to a considerable while.
If your wallet shows the transaction as sent, it is on its way. You do not need to send it again — doing so would result in a second, separate payment.
What to check
- The amount. If you sent less than the amount shown on the checkout page, the order stays incomplete until the difference arrives.
- The coin and the network. They have to match what the checkout page asked for. If they do not, see I paid with the wrong cryptocurrency or on the wrong network.
- The address. Compare the address in your wallet with the one on the checkout page.
- The transaction status. Your wallet or a block explorer will show whether the transaction is still pending or already confirmed.
If the checkout page expired
Checkout pages are open for a limited time, but a payment that arrives after the page has expired is not lost. In most cases the order still processes automatically, even once the time has run out.
If it cannot be completed, a refund form usually appears on the same payment page, so you can request the funds back from there. Either way, there is no need to send anything again.
When to contact us
Get in touch if the transaction is confirmed on the blockchain but the order has still not updated. Please include the order number and the transaction hash — with those two details we can find the payment quickly.